Belcan Service Delivery Manager in Windsor, Connecticut
Service Delivery Manager
Job Number: 314515
Category: Enterprise IT
The Service Delivery Manager is responsible for managing delivery of existing and new services across the organization, and ensures service levels are maintained at or above expected levels for customers and locations within their purview. Ensures 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 those expectations to a high standard. The service delivery manager acts as liaison between the IT organization and its customers, be they internal or external.
Responsibilities and Daily Activities
Assists in communicating and consulting with the Business, ITSG Groups, Business Relationship Managers, Project Management, and other internal groups as well as any external non-Belcan vendors or support agencies.
Assists in providing direction and rapid movement for high priority requests, incidents, and escalations.
Responds to, and acts upon Event Management Alerts and Notifications to reduce impact and cost to Business.
Responds to and acts upon Site Security incidents and notifications; ensuring the appropriate individuals and groups are engaged when an incident occurs.
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[CSF1]
Is 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.
Assists with IT Asset Management and Procurement to ensure the Business and their employees have the equipment needed to remain productive.
Provides Reporting and Documentation to Management as required/requested.
Participate in project management activities, including assignments that do not meet project level requirements, but do require the same or similar responsibilities.
Skills and Requirements
Excellent written and verbal communication skills.
Ability to communicate technical information to users, customers, and stakeholders with various computer knowledge skill sets.
Excellent problem solving, troubleshooting, and decision-making skills
Exceptional customer service skills.
A passion for Service Improvement
Experience of managing 3rd parties and 3rd party delivered services
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
Knowledge of ITIL disciplines
Willingness and ability to support and mentor junior staff
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including out of hours working
Able to manage sensitive and sometimes confidential information
Office setting; use of work phones, computers, printers, and general office equipment.
Physical demands: minimal exertion; ability to occasionally bend and lift up to 50 pounds.
Travel:<5% -- Occasional travel to local offices for on-site support. Distance between buildings varies per city. Occasional travel to remote US locations as needed.
College degree or equivalent work experience. Experience: 5+ years in computer support and/or customer service including direct interaction with business stakeholders
Full-time position (40 hours, Mon-Fri) with benefits. Due to the nature of our work US Citizenship or Permanent Residence is required. Must be eligible to receive a US Government security clearance.
Information Technology and Services
Location: Windsor , CT
Minimum Experience (yrs): 5+
Required Education: Bachelor (BA, BS...)
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