IT Service Delivery Manager Role Summary The IT Service Delivery Manager plays a pivotal role in ensuring the effective delivery of IT services to assigned business units. This position requires a strong understanding of IT service management principles, project management, and portfolio management. The IT Service Delivery Manager will work closely with business units and other IT delivery teams to define and maintain service level agreements (SLAs), manage system roadmaps, and support various IT initiatives.
Key Responsibilities Collaborate with business units and IT delivery teams to define and maintain service level agreements (SLAs) that align with business needs and IT capabilities.Develop and manage system roadmaps, including major enhancements to applications, to support business objectives and drive continuous improvement.Assist business units in evaluating and implementing system decommissioning plans.Support the processing of mandates and operations service requests (Ops SRs).Define system roadmaps, critical system tagging, and business continuity planning (BCP) activities.Work with Account Managers to support business units in processing non-discretionary requests and initiating projects.Assess enhancements, provide status reporting, and offer business continuity support.Demonstrate knowledge of ITIL principles and best practices.Manage IT project portfolios, ensuring alignment with business goals and efficient resource allocation.Perform additional tasks as assigned to support the overall IT service delivery function.Qualifications and Experience Bachelor's degree in computer science, Information Technology, or a related field.Proven experience in IT service management, project management, or portfolio management.Understanding of ITIL principles and best practices.Experience in working with business units to define and manage SLAs and system roadmaps.Excellent communication and interpersonal skills.Ability to work effectively in a fast-paced and dynamic environment.ITIL certification (e.g., ITIL Foundation) is preferred but not mandatory.Desired Skills and Competencies Experience with project management methodologies (e.g., Agile, Waterfall).Knowledge of IT infrastructure and applications.Strong analytical and problem-solving skills.Ability to build and maintain strong relationships with stakeholders.Attention to detail and organizational skills.By successfully fulfilling these responsibilities, the Account Service Manager will contribute significantly to the overall success of the IT organization and ensure the delivery of high-quality IT services to the business.
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