• Service Delivery Manager

    Posted Date 2 months ago(3/2/2018 11:04 AM)
    Posting Location
    Minneapolis, MN
    Req #
  • Overview


    • To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.
    • Ensure adherence to Service Management Processes by the Operations Team.
    • Commercial
    • Understand and underpin the implementation of IT Service Strategies supporting Customer environments  
    • Ensure OLA’s and SLA’s and any third party supplier agreements are in alignments with and capable ofdelivering services within contracted time-frames  
    • Underpin the Operational Level Agreements within the delivery units where specifically needed (i.e. where
    • the customer requirements differ from the service level in standard service descriptions).
    • Oversee the continued provision of delivery of services by the Operations team to agreed quality
    • Manage a team of ~20 technicians working in a Service Center.
    • Work to mitigate the impact of service failures and improve quality
    • Identify, manage service and continuous improvements
    • Processes  
    • Act as the functional manager for all service management processes, being the escalation point for process
    • owners and giving direction to continuous improvement of all service support and service delivery
    • processes.  
    • Support the process owners and ensure process functionality and delivery  
    • Investigate and report all breaches of OLA’s and Service Management Processes and manage the proposal
    • and implementation of solutions to prevent future occurrences  
    • Ensure relevant reporting to support Service level monitoring is in place
    • Relationships  
    • Form strong relationships with the Account team building an understanding of Customer Requirements and business drivers  
    • ctively participate and manage the service delivery meetings with internal customers and also with IT teams  
    • Prepare Status reports for Customers by working with differing internal and external teams  
    • Prepare monthly Availability Management Reports for Customers and Management, highlighting any service exceptions 
    • Identify current status of Account team expectations and satisfaction levels 


    • Detailed working knowledge of a very broad range of IT systems - Desktop Support, Field Technicians, andSupply Chain
    • Strong knowledge and understanding of Banking and/or Financial regulations helpful
    • Analytical and Problem-Solving skills  
    • Exhibiting professionalism and diplomacy  
    • Strong interpersonal, communication and presentation skills  
    • Extensive experience of Customer and supplier relationships, confidence and presence to deal withcustomers and suppliers both internal and customer facing Education  
    • BS in Computer Science, Information Technology, or related field or equivalent experience preferred  
    • Proficient in Microsoft Office Suite – with focus on Excel creating writing formulas and creating pivot tables.
    • Experience in a Service Delivery function, including solid experience of dealing with Customers, and internal teams, typically gained over 3-5 years
    • ITIL V3 Foundation Certified preferred 
    • Experience in product staging, service desk, and managed print preferred


    #CB #LI


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