Service Delivery Manager

Posted Date 3 months ago(11/13/2017 9:29 AM)
Posting Location
Minneapolis, MN
Req #


 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 of
delivering 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).

 Responsible
 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
 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  
 Actively participate and manage the service delivery meetings with internal customers and also with IT
 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
 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, and
Supply 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 with
customers 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


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