IT Service Delivery Manager

**What you will be doing**:
Reports to Director of Service Delivery, the successful individual will be responsible for management of in-country / regional service delivery of End User Computing services for assigned territory, management of Site Support Technicians at corporate office sites including resource and ticket assignment, work queue management, coaching, and delivery of Technology Shared Services IT solutions, Break/fix and facilitation of technology adoption through management of site services support staff within an assigned market. This individual serves as an escalation manager for the territory.
- Assists with support alignment between IT, 3rd party vendors and corporate departments and helps balance expectations, priorities, and service level adherence by the site services resolutions team within the country / region
- Maintain technical excellence in order to maximize service within the 2nd line regional support team, user departments and optimize commercial benefit to the regional structure
- Act as local point of contact to end user for the escalation of support issues
- Management of regional team service tickets and interface from Service Desk (1st Line) and escalations to operations team (3rd line)
- Ensure local teams are kept up to date and maintain compliance to
- IT and Network security
- LAN/WAN troubleshooting
- Support of standard / third party desktop software
- Incident Management
- Problem Management
- Change Management
- Asset Management
- Laptop Build and enhancements
- Software deployment and upgrade
- Support Implementation of new projects, systems and services
- Conduct regular review of systems, procedures and controls
- Staff review, training and development
- Manage individual and team incident management activities in accordance to defined SLA’s
- Ensure that the global Incident Management process is followed by the site services team
- Report and track aged, un-assigned and poor-quality incident tickets
- Promote knowledge sharing through the publication of quality Knowledge Base Articles (KBA’s) in the ServiceNow knowledgebase
- Identify potential areas of improvement, including procedure optimization and shifting tasks from 2nd line to 1st line staff.
- Participate in the global Problem Management process, including regional incident data analysis and investigation to identify and address new problem areas.
- Identify Continual Service Improvement opportunities by identifying incident / problem trends
- Ensure incident ticket quality standards are met to facilitate escalation to tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and changes (RFC)
- Delivery of Executive and VIP support where applicable

**You are**:

- Bachelor degree IT / Computing
- 5+ years of technical experience in a multi-state, multi-country corporate environment
- 3+ years of IT supervisory experience in a corporate environment
- Knowledge of IT processes, general controls and project management and system development life cycles
- ITIL Foundation Level certification required
- ITIL Service Manager or Operations Certification preferred
- Industry related technical certificates are a plus or any similar combination of education and experience
- Extensive knowledge and experience working with and supporting PC’s/Laptops, networks and wide area communications across multiple sites
- Excellent customer service skills
- Strong analytical and problem solving skills
- Strong interpersonal skills required to interact with end user clients, vendor partners and team members across the organization
- Good organization skills to balance and prioritize work
- Ability to work independently and as part of a team
- Comfortable dealing with all levels of staff up to C-Suite level
- Excellent written and oral communication skills
- Proficient in English both written and oral
- Analytical thinking to identify the real cause of technical problems and the most appropriate solution
- Technical Expertise in the relevant IT areas to ensure the production of efficient and reliable computer systems
- Written Communication to prepare reports and user documentation in a clear and concise manner
- Manage time effectively to ensure daily activities are dealt with efficiently and prioritize work load accordingly