Description

Job Description and Qualifications

POSITION SUMMARY

IT Service Delivery Manager role 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 JIGPC needs. This position is a stakeholder facing role and requires the establishment and management of expectations within JIGPC and drive the IT team to achieve these expectations to a high standard. This role also needs to create and deliver the governance structure and service management framework as well as serve as a primary point of contact for IT services & operations escalation from the service desk to resolve conflicts and issues and maintain the agreed service level. Under this role’s leadership, the technical team should be able to deliver excellent customer service and technical support to JIGPC users.

This role manages the JIGPC end-to-end IT service management and operations that include the following:
•                IT Service management
•                Service desk support
•                Inventory management
•                End users awareness & training

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Drive and deliver the IT service management framework to make sure it aligns with the overall department goals and JIGPC strategy.
• Lead continuous service improvement initiatives to enhance the service provided by the service operations team through utilizing international IT standards and best practices.
• Maintains targeted relationships with all departments  and other Enterprise IT teams in executing IT enterprise service delivery mechanisms, meeting service level requirements and resolving service delivery issues across services within the operations portfolio.
• Manage the design and development of IT service management policies, procedures, SLAs, guidelines and plans to ensure that JIGPC users are getting the acceptable level of IT services.
• Establish and maintain IT service management controls aligned with COBIT best practices for an effective IT operation.
• Performs administrative responsibilities for IT procurement in coordination with Supply Chain and ensures customer procurement requests for computing hardware, software, or mobile devices are handled efficiently and within SLA’s.
• Provides daily management and supervision of all staff within the IT Service Delivery team.
• Develops and maintains knowledge base, FAQ’s, tutorials, help guides, and other educational and training materials provided to end users.
• Builds a culture of customer service – be professional, presenting information in a coherent manner.
• Stays informed of industry and regulatory changes impacting IT service management and reflects changes in the internal team processes.
• Lead the process of certification / re-certification activities related to IT service management compliance.

SKILLS

• Professional level certifications in ITSM, such as: ITIL, COBIT or ISO20000 Certified or equivalent.
• Excellent leadership and people management skills.
• Excellent written and verbal communication skills.
• Willingness to support and mentor junior staff.
• Excellent customer facing/customer service skills.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in IT, Computer Science, Engineering or any related specialization.
• A minimum of 8 years’ experience in a similar organization or industry.
• Experience in IT Service management or operations leadership role.
• Experience with ITIL and COBIT implementation.