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IT Service Delivery Manager - REMOTE

Company: Infinity Consulting
Location: Fort Lauderdale
Posted on: January 22, 2023

Job Description:

Job Description - IT Service Delivery Manager - REMOTE

Title: IT Service Delivery Manager

Location: Remote

Hourly Pay Rate: $70

This role is responsible for both reactive root-cause analysis and proactive trend analysis. Responsible for the management of Problems to ensure that problems are diagnosed, logged and escalated to appropriate and consistent quality standards; coordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems. Also responsible to coordinate with Service Desk and relevant parties in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; coordinate Service Desk, IT support staff and users to ensure accurate and appropriate communications during Major Incidents. Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts., hardware types etc.; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.

Essential Job Functions

  • Manage Problems: Ensure that major problems are diagnosed, logged and escalated to appropriate and consistent quality standards; coordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
  • Major Incident Management: Coordinate with Service Desk and Incident Co-coordinator in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; coordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents
  • Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts., hardware types etc. Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved. Operationalize data monthly by loading, validating, and reviewing on timely basis.
  • Customer Interface: Delivering & managing high standard communications across the business and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to business users across the organization; provide a practical representation of the business users view within IT and the Service Center; attend customer meetings, review SLA performance, take part in new projects and represent the Service Center viewpoint and input
  • Post Mortem Reviews: Call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner
  • Translate executive vision into technical requirements and subsequent deliverables.
  • Gather functional and business requirements and rapidly translate that information into a working set of operational and financial models, dashboards, and management reports.
  • Manage off-shore, outsourced vendor to an SLA and execution of critical situations.
  • Collaborate with IT Leaders on performance and service metrics, and service management initiatives.
  • Document new processes and procedures for quality and data management
  • Analyzes the development and implementation of integrated IT initiatives to support business strategies
  • Partnering with analytical firms to create business and technology strategies that meet short-term goals and position company for long-term success
  • Communicates frequently with management, providing feedback, recommendations and operational focus
  • Applies the Agile principles of Scrum to daily operations, generates agile compliance reports for department leadership.
  • Analyzes data for integrating high quality, low cost services across multiple businesses and customers
    Required Knowledge, Skills and Abilities
    • Quality and Data Standards
    • ITIL
    • IT Service Management
    • SDLC
    • UML (Unified Modeling Language)
    • Project Management Tools
    • Technology Business Management
    • SCRUM
    • Budget Administration & Management
    • Strategic Framework Development

      Education & Experience
      • Bachelor's degree in Computer Science, Information Systems or related field required
      • Scrum Master certification or equivalent professional training preferred
      • Five or more years of relevant technical and business experience (may require in-depth knowledge of one or more industries)
      • Five years of experience in a complex business environment involving multiple business issues
      • Experience in working with cross-functional teams and the flexibility to deal with people at a variety of levels (internally and externally)
      • Demonstrated ability to launch and deliver multiple IT projects on time and within budget

        About Infinity Consulting Solutions

        At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.

        ICS is an Equal Opportunity Employer.

Keywords: Infinity Consulting, Fort Lauderdale , IT Service Delivery Manager - REMOTE, IT / Software / Systems , Fort Lauderdale, Florida

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