Service Delivery Manager

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Job Summary

The Service Delivery Manager will lead, provide direction for End User Services team, coordinate with counterparts and stakeholders, and strategically align with End User Services leaders. This role will demonstrate superior professionalism, calm demeanor, and strong people management skills.

Essential Job Functions

- Oversee governance by tracking and analyzing daily service delivery SLAs, reporting findings, and escalating issues to senior management. Supervise lifecycle activities, including incident management, compliance audits, software licensing, and upgrades. Lead a team of service delivery specialists, exemplifying positive customer service and client relationship skills. - (35%)

- Monitor tools such as ServiceNow and SCCM for performance SLAs and hardware/software lifecycle. Exercise attention to detail and accuracy by analyzing data and drawing conclusions based upon the data. Provide mentoring and feedback to team members where necessary to meet agreements. - (20%)

- Build and foster strong relationships with information technology, business user groups, and service providers to assess internal needs, improve service and/or resolve issues/concerns with the quality of services provided. Demonstrate excellent communication skills in dealing with internal and external customers and business partners. - (15%)

- Provide leadership of End User Services associates through mentoring, training, and corrective action as needed. Work with other business units to identify and resolve issues when needed. Identify innovative technologies for use and look for ways to improve use of existing technologies for end user needs. Maintain vendor relationships for procurement, support, and staffing as needed. - (10%)

- Oversee daily IT Service Desk operations along with another Service Delivery Manager, ensuring efficient support for end-users and clients. Manage an MSP Service Desk, implement best practices, and monitor service metrics. - (10%)

- Ensure timely resolution of incidents and service requests, maintaining high customer satisfaction. Collaborate with IT teams to address issues and improve service quality. Develop and enforce SLAs, continuously enhancing service desk capabilities. - (10%)

Minimum Qualifications

- Master's or Bachelor's Degree in any related field.

- 7+ years in service delivery or end user services

- 3+ years in leading projects, mentoring and/or coaching, demonstrated SME in department

Preferred Qualifications

- 9+ years experience with ServiceNow or other comparable IT service management Management

ITSM practice

Managing service desk functions

Hands on in word & excel reporting & documentation, trend analysis, metrics, SNOW

Reports To: Senior Manager and above

Direct Reports: 2 - 5

Work Environment

Normal office environment, hybrid.

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

About Bread Financial

At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We've been consistently recognized as a best place to work nationally and in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled-both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread Financial- (NYSE: BFH) is a tech-forward financial services company that provides simple, personalized payment, lending, and saving solutions to millions of U.S consumers. Our payment solutions, including Bread Financial general purpose credit cards and savings products, empower our customers and their passions for a better life. Additionally, we deliver growth for some of the most recognized brands in travel & entertainment, health & beauty, jewelry and specialty apparel through our private label and co-brand credit cards and pay-over-time products providing choice and value to our shared customers.