Manager, IT Service Delivery
About The Position
The Manager, IT Service Delivery, directs, manages, and coordinates the delivery of information technology services to JAX information technology users, including Information Technology Infrastructure Library (ITIL) services, on-site JAX information technology operational support, hardware and software management, and information technology vendor management. Specific core duties include management, supervision and oversight of IT Technical Support Specialists, Audio/Visual Engineers, and other information technology service delivery professionals, including directing daily service delivery operations, analyzing workflow, establishing priorities, developing standards and setting deadlines; communicating and coordinating with internal stakeholders, including JAX C-level senior leadership, IT personnel, JAX faculty, and JAX staff to develop and analyze information about information technology service delivery issues, establish and manage expectations, and resolve service delivery problems; reviewing, planning and coordinating project activity, including information technology service delivery technical implementation projects and process improvement projects; leading continuous improvement of IT service delivery to improve overall customer satisfaction, including standardization of service offerings, standardization of service delivery processes, and efficient allocation of resources; establishing and implementing service standards to ensure the delivery of a high-quality information technology services to end users and to ensure that service levels and processes meet JAX business needs; training of information technology delivery service personnel on technical problem solving and standard processes; preparation and review of operational reports or project progress reports; managing and controlling local operational budget and expenditures, including vendor management, MSP management, as well as management of contract staffing; and participating in information technology service management design, implementation and ongoing continuous improvement.
Requirements
- Bachelor’s degree in Computer Science, Information Systems Science, or a related field, and five years of IT management experience in a research (corporate or academic) environment delivering IT services for computational sciences and managing third party vendors and third party delivered services, along with five years performing the following functions within the biosciences sector: executing and administering critical customer support for HPC, GPU, and Cloud services; supporting critical endpoint management and recovery, especially for critical employees and high value individuals and systems; managing and overseeing access and security to all systems in enterprise, research, and related to critical systems as it relates to customer interactions and systems level operations with ServiceNow; administering macOS, Windows, and Linux environments using SCCM, JAMF Pro, and Kandji to support research workflows; implementing security protocols (e.g., FileVault, BitLocker, SELinux) and backup tools (e.g., Acronis, rsync) to ensure compliance with data governance standards (GDPR, HIPAA) and automating tasks using PowerShell, Bash, and Python, while providing technical support to optimize productivity across diverse scientific computing platforms.
Responsibilities
- Directs, manages, and coordinates the delivery of information technology services to JAX information technology users, including Information Technology Infrastructure Library (ITIL) services, on-site JAX information technology operational support, hardware and software management, and information technology vendor management.
- Management, supervision and oversight of IT Technical Support Specialists, Audio/Visual Engineers, and other information technology service delivery professionals, including directing daily service delivery operations, analyzing workflow, establishing priorities, developing standards and setting deadlines
- Communicating and coordinating with internal stakeholders, including JAX C-level senior leadership, IT personnel, JAX faculty, and JAX staff to develop and analyze information about information technology service delivery issues, establish and manage expectations, and resolve service delivery problems
- Reviewing, planning and coordinating project activity, including information technology service delivery technical implementation projects and process improvement projects
- Leading continuous improvement of IT service delivery to improve overall customer satisfaction, including standardization of service offerings, standardization of service delivery processes, and efficient allocation of resources
- Establishing and implementing service standards to ensure the delivery of a high-quality information technology services to end users and to ensure that service levels and processes meet JAX business needs
- Training of information technology delivery service personnel on technical problem solving and standard processes
- Preparation and review of operational reports or project progress reports
- Managing and controlling local operational budget and expenditures, including vendor management, MSP management, as well as management of contract staffing
- Participating in information technology service management design, implementation and ongoing continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
