Vacancy expired!
Sr. Manager, IT Services DeliveryIMMEDIATE NEED for a Sr. Manager, IT Services Delivery to join an established organization at their Aliso Viejo, CA location regarding Direct Hire Full Time employment.
Qualifications:- Ensure service desk operational standards and procedures are maintained and executed in accordance with all relevant industry standards (i.e. ISO27001, ITIL, JSOX, HIPAA, GDPR, CCPA etc.).
- Responsible for establishing and managing Enterprise Service Management for IT and Business Services; transforming today’s help desk to a proactive, predictive customer service desk
- Accountable for End User Experience and Satisfaction with Service Delivery
- Manages requests for IT Services, Incidents and Problems, striving for First Call Resolution, and supports triage to next level experts to solve and close-out end user issues.
- Serve as the End-User Advocate to follow all requests and issues to closure; including those triaged to L2/L3.
- Manages the outsourced Managed Services Provider (GAVS) and all resources associated with delivering services as part of the IT Service Desk team.
- Serve as the Product Owner for the Service Now Service Management and Operations Platform.
- Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity.
- Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
- Build and maintain relationships to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
- Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement.
- Advance the use of a knowledge repository to share information among all levels of IT service and support.
- Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
- Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
- Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
- Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
- Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.
- Bachelor’s Degree (preferably in Computer Science, Information Systems or Engineering) and 10+ years of relevant, equivalent work experience required.
- Minimum of 5 years managing an IT service, vendors and support function is required
- Knowledge of applicable industry standards, with an ITIL certification preferred
- Strong leadership and interpersonal skills, sound judgment, strong analytical skills, and excellent written and verbal communication skills.
- Must be extremely well organized, flexible, and responsive with the ability to handle multiple tasks simultaneously.
- Experience in troubleshooting conventional software and hardware platforms is required
- Experience working alongside other IT and business management professionals required
- Will be expected to manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary
Vacancy expired!