CIS Service Delivery Management Manager Job in Stow , Massachusetts US
Requirements Are you a proven IT Service Delivery Manager who has ITIL process definition and implementation experience? Are you looking for an environment where your vision and strategic thinking will be realized? If you are a strong leader who is committed to quality IT service delivery, then we would like to talk with you. The Service Delivery Manager is an IT leadership position managing a group of professionals with regular interaction with IT Directors and the CIO. This position will work closely with the business and IT managers within the applications and infrastructure domains to implement operational processes and procedures to ensure the integrity of our production environments, based upon the ITIL framework.
The successful candidate will have the following responsibilities
1. Establishing Incident, Change and Release process maturity vision and strategy, leading to deployment of additional ITIL processes including Problem Management and Disaster Recovery Management.
2. Execution of Incident, Change and Release Management processes across all CIS domains and leading continuous improvement plans for these processes.
3. Providing liaison support for integration of ITIL processes with wider, global IS communit
4. Providing day-to-day management of the IT Service Delivery Team including service desk, desk side support, and Tier 1 SAP application support5) Defining and ensuring systems, processes and methodologies are followed consistently across the IT teams for effective monitoring, control and support of service delivery6) Establishing Operational Level Agreements (OLAs) and implementing IT metrics measurement and reportin
7. Implementing and managing a Service Communications master plan to communicate Incidents, planned downtime and new releases within the wider IT community and with the business.
8. Establishing Service Level Objectives with the business and managing SLAs with 3rd party IT suppliers, including direct 3rd Party supplier managemen
9. Driving strategy for integrated management of IT assets.
Skills Required Knowledge and Skills: Minimum 5 to 7 years experience in a IS/IT supervisory/management position with demonstrated skill in establishing organization goals and developing staff Demonstrable experience working in an IT Service management capacity with strong process development skills Tenacious customer service orientation with a strong bias towards action and excellent decision making ability Experience managing outsourcing contracts and 3rd party IT service providers, including off-shore vendor teams ITIL Service Delivery qualification, with working knowledge of SAP and Remedy preferred Ability to travel internationally; up to 20% travel may be required Education 4 year Bachelors degree in IS/IT or Operations
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