Svc Delivery Mgr, Svc(IMS) Ldrship

We're searching for a Service Delivery Manager to lead a team of Service Desk Agents, manage customer expectations, and ensure seamless integration across service teams. The ideal candidate should possess 7-10 years of IT experience, strong grounding in service delivery and support, and excellent leadership and team development capabilities.

Requirements

• Manage and supervise IT Service Desk and EUC staff
• Ensure development and training of staff on service management best practices
• Monitor performance metrics and work assignments
• Oversee effective IT Service Desk Management using ITIL best practices
• Lead and manage Incident, Problem, and Change Management
• Maintain standardized processes for IT Service Desk and EUC operations
• Manage Client Device Management lifecycle
• Lead IT Concierge Management
• Establish and implement Patch Management schedules and compliance reporting
• Develop and maintain a robust EUC Asset Management Program
• Ensure Software Asset Management and compliance to licensing terms
• Lead ITSM Management
• Build governance frameworks, post-mortems, delivery playbooks, and compliance to industry standards
• Drive Customer Success Management programs
• Oversee Service Desk Management practices
• Manage Deskside Support Management teams
• Plan and manage internal resources, project delivery schedules, and vendor engagements
• Troubleshoot emergency Service Desk and EUC issues
• Ensure robust ticketing system workflows, communication standards, and knowledge base articles
• Collect user feedback and incorporate improvements to enhance Customer Management experience
• Drive Business Analysis Management to identify service trends and improvement areas with data insights