Service Delivery Manager

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Job description

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 .

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