IT Service Delivery Manager

IT Service Delivery ManagerAustin, TXFTE Hi, This is Seemant from e-solutions. I found your resume from one of the job portal and it seems really a good match with the requirement so please have a look at the requirement and let me know if you are comfortable with the requirement.Job Details: IT Service Delivery ManagerAustin, TXFTE Role Definition Job Title: IT Service Delivery Manager The IT Service Delivery Manager 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 that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. ITIL certification is required. ResponsibilitiesService Management:

• Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support
• 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
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring 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 developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• 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

• Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
• Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

• 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 evolve standards for hardware, software and security in the desktop environment
• Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment