The primary role of the IT Service Delivery Manager is to ensure the quality of delivery of Level 0 IT Support (Helpdesk) and manage overall end-to-end ticket lifecycle definition, tracking, monitoring, and reporting.
Key Responsibilities:Responsible for overseeing and managing the Level 0 IT Support Team / Helpdesk (3rd Party Provider).Support and improve L0 daily functions: Timely review and assessments of tickets, resolution and closure of tickets that qualify for L0 resolution, assignment/routing of tickets to the correct escalation support group L1, L2, L3 as needed, ensure tickets are not closed without resolution, wrongly upgraded/downgraded, left unassigned, etc.Manage and coordinate urgent and complicated support issues.Act as escalation point and participate in escalation calls as needed.Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.Ensure correct setup/configuration/integration of ServiceNow.Manage and define proper ServiceNow templates for easier reporting of issues and/or service requests.Responsible for overall end-to-end ticket lifecycle definition, tracking, and monitoring.Translate lessons learnt into continual service improvement.Oversee the full range of customer service functions, including reviewing customer service satisfaction.Investigate which processes can be automated and the ways to automate them.Determine root cause of issues and communicate appropriately to internal and external customers.Provide data and reporting of KPIs and trends to IT department and others daily/weekly/monthly, and as needed.Drive Ticket Deep Dive and develop strategies for improvement.Oversee Knowledge Management and ensure top quality and updated knowledge articles are available to the staff.Develop Service and Operational Level Agreements to set expectations and measure performance.Advise management on situations that may require additional client support or escalation.Manage the process for communicating outage/emergency activities to the organization.Manage vendor relationships as it depends on daily operational needs.Review survey feedback to improve services, tools, and support experience.
Develop an effective and workable framework for managing and improving customer IT support in the organization.General: Ensure a high degree of collaboration and good team spirit is achieved across all stakeholders.
Must be able to interact at Director, Senior Director, and VP levels.
Service Delivery Manager has:Ability to connect the dots through a Stakeholder's eyes with a keen ability to sift through the clutter of data to articulate the business strategy and the alignment of prioritized IT initiatives to achieve it faster, more efficiently, and with a measurable outcome.Strong consulting, facilitation, and negotiation experience, preferably with internal and external customers.
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