Service Delivery Manager
Summary
Service Delivery Manager to enhance and maintain the high-quality delivery of IT services to our customers. This role will lead research, design, documentation, implementation, configuration, and validation of solutions to business and associated service delivery needs. This role will solve large, complex and multifaceted technical and process problems, and may manage multiple projects simultaneously. This role focuses on the critical management and improvement of service delivery processes and procedures. The ideal candidate will ensure that service-level agreements (SLAs) are consistently met and will work collaboratively with various IT teams to streamline workflows, minimize handoffs, and enhance overall service responsiveness.
Typical Core Duties
- Service Delivery Excellence: Advise HMS IT leadership on design and implementation of IT Service Management initiatives. Function as a subject matter expert in IT Service Management and ITIL frameworks. Provide matrixed leadership for IT Service Delivery across HMS IT. Oversee and enhance the delivery of IT services to customers, ensuring SLAs are met or exceeded.
- Process Improvement: Continuously assess and improve service delivery processes to increase efficiency, reduce resolution times, and improve customer satisfaction.
- Documentation and Knowledge Management: Collaborate with the Director of Technology Communication and Training to ensure that all documentation and knowledge base articles are accurate, up-to-date, and accessible.
- Collaboration with IT Teams: Provide leadership on team activities related to service analysis initiatives and consider the business implications of technology application to the current and future business environment. Work closely with the Infrastructure Service Queue Manager and other IT teams to streamline technical incident and service request processes, aiming for minimal steps and fastest resolution times.
- Workflow Design: Lead definition of system/service requirements, gap analysis, and identification of feasible alternative solutions that meet defined business/service management objectives. Design and implement effective service delivery workflows across customer support tiers and between different parts of the organization, aiming to minimize handoffs and maximize responsiveness.
- Performance Monitoring: Develop, define and implement key performance indicators and service quality measures. Monitor and report on service delivery performance, identifying areas for improvement and implementing strategies to address any issues.
- Stakeholder Communication: Collaborate with stakeholders to translate business/service/change management needs into systems requirements and scoping. Act as a liaison between IT and other departments, ensuring clear communication and understanding of IT service delivery capabilities and limitations.
- Develop budget planning for IT Service Management toolsets, processes, documentation, and training.
- Contribute to development of long-term strategy, plans, and policies for HMS IT.
- Abide by and follow the technical standards, policies and Code of Conduct
Basic Qualifications
- Bachelor's degree in Information Technology, Business Administration, or related field, or relevant work experience.
- Minimum of 5 years' experience in IT service delivery, with a strong understanding of service management principles and practices.
- Demonstrated experience in process improvement within IT service delivery environments.
- Strong knowledge of ITIL framework and experience with ITSM tools.
- Excellent analytical, problem-solving, and project management skills.
- Outstanding communication and interpersonal skills, with the ability to work collaboratively across multiple teams.
- Experience with documentation management and knowledge base systems.
- Ability to work independently, prioritize effectively, and manage multiple tasks in a dynamic environment.
- Supervisory experience.
Additional Qualifications and Skills
- Highly specialized knowledge ServiceNow ITSM and/or Performance Analytics applications.
- Knowledge of information technology applications, processes, software and equipment.
- Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor.
Certificates and Licenses
- Completion of IT Academy specified foundational courses (or external equivalent) preferred.
- ITIL v3 or v4 Foundations certification desired; ITIL intermediate (or higher) certifications strongly preferred.
Physical Requirements
Working Conditions
- Work is performed in an office setting.
Plan, conduct, and manage complex information technology projects in a unit or department, requiring high levels of functional integration and involving multiple disciplines to be managed. Assembles project team, assigning responsibilities, identifying resources needed, and developing schedules to ensure timely completion of project. Responsible for project discovery. Serve as expert regarding scope and project objectives, solutioni¨1/2s value and technology, as well as the role and function of each team member. Ensure work completion within schedule, budgetary and design constraints. Make decisions about analysis, design and testing and provide alternative methods as needed. Work collaboratively with colleagues to leverage resources for successful project completion. Make independent decisions within the confines established by sponsors/business owners. Serve as primary contact with user groups and stakeholders. Leverage steering and executive committees for decision-making, change management, and communications. Absorb and leverage project related technology to ensure effective project management and collaboration. Advise unit/school regarding post project operations. Provide training needs as applicable.