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IT Service Delivery Manager
Ref No.: 18-46697
Location: Cincinnati, Ohio
Position Type:Contract
Start Date: 07/05/2018
Job Description:
The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. • This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. • This role will also identify / drive Automation Opportunities in the Bank along with driving implementation of Kanban Methodology. Responsibilities• Maintain high performing service support functions • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication tostakeholders and post incident review• This role will also identify / drive Automation Opportunities in the Bank along with driving implementation of Kanban Methodology. • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services• Provide regular and accurate management reporting on IT Service performance• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessmentQualities and Skills required• Able to demonstrate the ability to undertake the above responsibilities• A passion for Service Improvement• Experienced Service Management professional. ITIL Qualified. Preferably an Expert• Previous experience as a Team Lead or demonstrable experience in leading virtual teams• Service Management or Support in a large-scale and diverse environment of incident• management, escalation procedures and related disciplines• Excellent leadership and people management skills• Excellent written and verbal communication skills; customer facing/customer service skills; organisational skills• Self-motivation and able to take responsibility• Able to manage and prioritise and tasks and time efficiently• Able to demonstrate initiative and a proactive approach to daily tasks