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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