Location: Chandler,AZ, USA
Take your career to the next level with eXcell. We offer jobs with Fortune 1000 companies nationwide AND invest in your career development using our leading-edge training program.We have a brand new opportunity for a qualified Service Delivery Manager to work onsite in Chandler, AZ. This 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 business needs. This position is a stakeholder-facing role and requires the manager establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. Duties and Responsibilities:
Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support
Act as 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
Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed upon
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
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
Lead the Desktop Management team to continually improve the desktop computing environment
Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security
Ensure that patching and anti-virus updates are carried out promptly and effectively work with the Technical Design team's evolving standards for hardware, software and security in the desktop environment
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 assessment
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
Skills and Qualifications:
Bachelor's degree in IT, Computer Science, or other related fields required
Minimum 5+ years of experience
Experience in a Service Delivery function, including solid experience of dealing with Customers, and internal teams, typically gained over 3 to 5 years
ITIL qualifications / certifications
MS Office, C suite knowledge
Experience of Customer and supplier relationships, confidence and presence to deal with customers and suppliers both internal and customer facing Education
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
Expert knowledge of ITIL disciplines
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
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
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent organizational skills
Able to manage sensitive and sometimes confidential information
Self-motivation and able to take responsibility
Able to manage and prioritize tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks
Full COVID-19 vaccination may be required. We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts. W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.