Service Delivery Manager

ECI•Los Angeles, CA

73d•Hybrid

About The Position

ECI is seeking a proven Service Delivery Manager with a track record for improving operational performance and delivering world-class service against client commitments. This is a key management role within the technology service delivery team, working with the Client Technology Manager and their teams to determine best practices and process improvements in a client-centric environment. The role requires a strong aptitude towards team management, training, performance management, ticketing systems/processes, and knowledge and experience of ITIL best practices. The Service Delivery Manager will be accountable for all aspects of service delivery, ensuring contracted service levels are met for key clients managed by the dedicated on-site support team. This includes defining and implementing IT Support Desk strategy, including policy, process, automation, shift left, and performance standards.

Requirements

Experience of Service Desk and Service Delivery management, within either the Managed Service Provider space or financial services / trading environments
Experience managing a team delivering business to business IT support services
Strong ITIL understanding and experience with Incident Management, Change Management, and Problem Management
Data driven decision making, advanced understanding of ITSM data , metrics and KPIs
Experience with using reporting tools, such as ServiceNow and MS Power BI, and generating Management Information
Building, and leading customer facing teams of individual contributors
Financial and analytical acumen with a skillset aligned to running commercially viable technology services
Knowledge of and experience of working within common IT Security standards including ISO27001 and Cyber Essentials plus

Responsibilities

Lead ECI’s on-site service desk solution for a high profile client
Drives continuous improvement and efficiency across service operations
Develop and maintain positive relationships with the client’s IT management team
Ensure that the requirements of customers are met in an efficient and timely manner to the highest quality
Drive improving KPIs of the dedicated Service Desk and related service delivery functions on a monthly basis and meet all SLA terms that have been agreed with the client
Collaborate as an active team member with other departments providing services to the client
Creates an environment of effective communication & collaboration
Help to develop strategy for overall service delivery improvements
Provides strong, dynamic leadership that mentors develops and guides team members to achieve Customer Satisfaction goals in service delivery
Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members, as well as a culture of trust, transparency and learning