Manager, IT Service Delivery

Haemonetics-posted 4 months ago
Boston, MA
1,001-5,000 employees
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The Manager, IT Service Delivery leads the Global Onsite Support and Vendor Service Desk teams, which act as the face of IT and provide support for Haemonetics’ 3,500 end-users. The Manager’s role is to ensure that our internal and vendor teams are aligned to provide seamless service to support the IT needs of the organization. The Manager is responsible for ensuring a high level of customer satisfaction with end users. This role requires onsite presence required 4 days per week in our downtown Boston HQ located 1 block South Station.

  • Lead the Global Onsite Support team, providing guidance, coaching, and mentoring to all team members.
  • Enforce consistency in the way the team provides support globally.
  • Provide clear guidance and set performance expectations.
  • Conduct regular performance evaluations and feedback sessions.
  • Identify skills gaps and create a training and development plan to upskill the team.
  • Foster a collaborative team culture, managing vendor support resources effectively.
  • Regularly interface with internal stakeholders to understand technology needs and gaps.
  • Build effective relationships with relevant third-party vendors.
  • Align with internal technology leads to improve service delivery.
  • Develop a high-touch onboarding experience for new users.
  • Manage the hardware lifecycle for desktops, laptops, mobile devices, and conference room equipment.
  • Coordinate communications for the Critical Incident Management process.
  • Proactively engage in problem management activities.
  • Manage SAAS renewals and vendor relationships for certain software products.
  • Generate, lead and communicate metrics to key stakeholders.
  • Develop KPIs for team and ensure those metrics are being achieved.
  • Identify processes for improvement and drive changes accordingly.
  • Bachelor's Degree in IT or equivalent training or experience - Required
  • 5 years in managing IT Service Delivery or similar - Required
  • 3 years in Team management including remote management - Preferred
  • Ability to inspire and develop staff
  • Excellent collaboration and team building skills
  • Demonstrated problem solving skills
  • Demonstrated project management skills
  • Ability to work within tight timeframes and meet strict deadlines
  • Proficient in English written and verbal communication skills
  • Knowledge of ITIL and other IT Service management frameworks.
  • Proficiency with ServiceNow.
  • Windows operating systems and the ability to troubleshoot and resolve desktop-related issues.
  • Familiarity with mobile device management (MDM) solutions.
  • Microsoft Office (0365).
  • Teams voice.
  • AV/Video conferencing technologies.
  • Multi-Factor Authentication.
  • Printers.
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