Service Delivery Manager

Toyota Tsusho Systems • Plano, TX

1d • Onsite

About The Position

Toyota Tsusho Systems US, Inc. (TTS-US) is seeking an IT support service delivery manager to oversee the daily operations of their IT support team. The role involves being the primary point of contact for the customer, ensuring the smooth and efficient functioning of IT systems and services, and providing timely, high-quality support to both internal and external customers. This position requires 8 hours per business day on the IT Service Desk and 8 hours of on-call operation service. Flexibility for various shifts, including holidays, weekends, and evenings during severe incidents, is necessary. The role provides leadership and guidance to Leads, network operation support staff, and serves as an escalation point for customer inquiries, aiming for high customer support quality.

Requirements

• Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
• At least 7 years of experience in IT support, service desk, or network administration.
• At least two years of experience in a service delivery or management role.
• Strong knowledge and skills in IT infrastructure, network, and applications, including Windows, Linux, Active Directory, Office 365, Exchange, SharePoint, Cisco, and cloud services.
• Excellent communication, interpersonal, and customer service skills, with the ability to communicate effectively with different levels of stakeholders, both verbally and in writing.
• Strong problem-solving, analytical, and decision-making skills, with the ability to troubleshoot and resolve complex IT issues in a timely and efficient manner.
• Strong experience in continuous improvement initiatives throughout Infrastructure focused on operational efficiency, service quality, and governance/compliance.
• Strong leadership, coaching, behavioral reinforcement, organization, and analytic skills required.
• Highly organized, detail-oriented, and self-motivated, with the ability to work independently and as part of a team.
• Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and changing priorities.

Nice To Haves

• Certifications in ITIL, CompTIA, Microsoft and Cisco are preferred.

Responsibilities

• Lead, coach, and motivate a team of one network engineer and four service desk members, including subcontractors working onsite at the client’s office, as well as remote backend support engineers for infrastructures and endpoints.
• Ensure all service deliverables are clearly defined and communicated internally and externally.
• Monitor and report on the performance and availability of the customer’s IT infrastructure, network, and applications.
• Manage and prioritize IT support tickets and requests, ensuring resolution within agreed service level agreements (SLAs).
• Coordinate and collaborate with other IT teams and vendors, including remote workers, to provide end-to-end IT support and solutions.
• Develop and implement IT policies, procedures, and best practices, ensuring adherence by the IT support team and users.
• Identify and analyze IT issues and risks, proposing and implementing improvement actions and preventive measures.
• Provide technical guidance and training to the IT support team and users, keeping them updated on IT trends.
• Perform reporting and analysis, track and measure key performance indicators (KPIs) and SLAs, and provide regular and ad-hoc reports (e.g., incident reports) to the customer and management.
• Manage IT projects, including planning and resource allocation, monitoring progress, and ensuring timely and successful delivery.
• Serve as an escalation point to resolve service delivery issues and coordinate the resolution of high-impact issues.
• Handle complaints and feedback to ensure customer satisfaction and retention.
• Drive continuous improvement and innovation to enhance the quality and efficiency of IT support services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level