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IT Service Delivery Manager (Limited Term

Company: Georgia Institute of Technology
Location: Atlanta
Posted on: July 15, 2019

Job Description:

IT Service Delivery Manager (Limited Term) Georgia-Atlanta Job Purpose: The purpose of the Service Delivery Manager is to ensure the highest level of operational service for a technology related program(s). This position will lead and manage the daily operations of a unit. The Service Delivery Manager will also lead high priority initiatives characterized as enterprise/campus-wide, resource intensive, and critical to the overall operational success of the Institute. Beyond staff and program development, the Service Delivery Manager practices a range of capabilities including, but not limited to: project management, stakeholder satisfaction/experience, best practice research, communications, quality management, and continuous improvement. Major Responsibilities: * Lead and manage the daily operations of unit to ensure the highest level of operational service for a technology related program(s). * Plan, implement, and track initiatives to drive continuous service and process improvement for assigned service domains. * Generate relevant solutions for program stakeholders where the focus is value, functionality, convenience, and effectiveness. * Oversee projects and coordinate personnel and actions required to meet customer commitments and deadlines. * Develop and maintain strong stakeholder and solution provider relationships built on trust, delivery performance, proactive communications, and thought leadership. * Leverage program management tools and processes to assign work, manage delivery, measure results, and produce reports in accordance with established service level agreements. * Establish and implement standard processes and procedures for all service domains. * Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends. * Mentor and coach staff and ensure their professional development through continuing education and professional affiliations/associations. Instill a learning culture amongst staff through knowledge sharing activities. * Perform other related duties as assigned. Basic Qualifications: * Education: Bachelor's degree in Business Information Systems, Business Administration, Computer Science or related field. * Work Experience: Five to six years of related experience. * Certifications: N/A * Skills: This job requires advanced knowledge of and skills in the development, installation and maintenance of IT systems typically of a high degree of complexity and/or having campus-wide scope and impact. Additionally, skills in technical management, project management, strategy development, organization, communications, and customer service are required. Preferred Qualifications: * Preferred Education: N/A * Preferred Work Experience: * Five to seven years of experience managing a busy service (help) desk/call center operation * Experience monitoring and managing Service Desk operations support queues, service metrics and customer satisfaction in a diverse environment including, phone, web, and agent alert ticket information * Experience managing Enterprise Financial system * Experience with establishing staff schedules in a 24/7 operation and administration of staff training procedures and policies as well as provide training, coaching, and mentoring * Monitor, track, benchmark and analyze trends in Service Desk requests and user-satisfaction * Experience providing support for applications and infrastructure for enterprise administrative systems, e.g. PeopleSoft, Ellucian, Workday, etc. * Higher education experience * Preferred Certifications: HDI certification. * Preferred Skills: ITIL knowledge. Additional Information: This limited term position is part of the Georgia Tech ERP initiative and such roles are based on needs and requirements of the ERP Systems implementation. All employment and assignments are ultimately contingent upon available funding and business needs. This role will serve in the capacity of an IT Service Desk Operations Manager . This role is responsible for ensuring the successful ongoing operation of the enterprise service desk for all respective shifts, including incident management and reporting, adherence to SLA s, interfacing with management across all levels, setting outstanding customer service expectation, timely field communication, root-cause analysis, performance and process improvement and frequent statistical performance monitoring and reporting. The IT Service Desk Operations Manager must be an excellent communicator, leader, and decision maker, coordinator of critical issues and driver of solutions who excels in a fast-paced environment and provides unparalleled support to the end user base. No relocation funding will be provided. Impact & Influence: This position will interact on a consistent basis with: Unit members, Campus units, Faculty, Staff, Students, Institute Affiliates, Contractors, and Vendors; Third-Party Solution Providers. This position typically will advise and counsel: Same as above. This position will supervise: Unit staff. Information Technology Jul 8, 2019, 3:43:08 PM Full-time

Keywords: Georgia Institute of Technology, Atlanta , IT Service Delivery Manager (Limited Term, IT / Software / Systems , Atlanta, Georgia

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