IT Service Delivery Manager
1 day ago
The IT Service Delivery Manager at Diversified is responsible for overseeing and managing service operations for all commercial clients globally. This role involves leading a team of support staff running service operations, managing both offshore and onshore associates, maintaining business performance through operational level agreements, key performance indicators, and service level agreements fulfillment, financial KPIs, delivery profit and loss statements, and driving client satisfaction.
Key Responsibilities:- Strategic Leadership and Planning
- Develop and implement a strategic vision for the service desk operations, aligning with the company's vision, goals, and strategy.
- Work closely with managed services leadership and other departments to ensure the service desk services align with organizational goals.
- Identify trends in service desk performance and user support needs to inform future planning and resource allocation/management.
- Establish and refine service desk processes and policies to enhance efficiency, service operations quality, and drive world-class client experience across all services offerings in scope.
- Team Management
- Manage staffing levels to ensure adequate coverage and timely response to all scoped support requests from service desk services teams.
- Recruit, train, and mentor service desk staff, promoting a client-focused culture and professional growth.
- Set performance goals, conduct regular reviews, and provide coaching to maintain high team morale and productivity.
- Drive rewards and recognition programs and keep the team motivated to accomplish business goals.
- Create and execute organic growth paths for the team across all layers.
- Drive associate retention actions to reduce attrition and drive motivation.
- Focus on learning and development objectives of the company and function.
- Performance Monitoring and Reporting
- Develop, monitor, and report on key performance indicators such as response time, resolution rate, customer satisfaction, and SLA compliance.
- Lead process, delivery, and cost optimization initiatives allowing the function to grow and scale to ongoing global needs and demands.
- Implement tools and metrics to analyze service desk performance and identify areas for improvement impacting business performance.
- Prepare regular reports for leadership, providing insights into service desk operations and recommendations for enhancements.
- Conduct regular performance reviews at all layers to demonstrate service desk services performance and their improvement plans.
- Service Desk Operations
- Oversee daily service desk operations, ensuring all support requests are addressed promptly and effectively.
- Define daily operational control measures that drive business outcomes and client satisfaction.
- Implement ITIL practices to enhance service desk procedures.
- Develop and enforce escalation procedures to handle complex or critical incidents efficiently.
- Focus on knowledge management practices for consistent and quality service desk operations.
- Drive continual service improvement actions to evolve service desk services to world-class service desk delivery.
- Customer Experience and Satisfaction
- Drive initiatives to enhance the client experience, collecting and analyzing feedback to make informed improvements.
- Ensure that the service desk team provides a high standard of client service in every interaction.
- Address escalated client issues promptly, working towards quick resolution and user satisfaction.
- Create remedial plans and drive improvements.
- Budget Management
- Develop and manage the service desk budget, ensuring cost-effective use of resources.
- Plan for and procure tools, technologies, and resources necessary for effective service desk operations.
- Evaluate and recommend third-party support solutions when needed, managing vendor relationships as applicable.
- Process Improvement and Automation
- Identify and implement opportunities for process automation to streamline service desk operations.
- Introduce self-service tools, knowledge bases, and other resources to reduce the volume of basic support requests.
- Champion the continuous improvement of service desk workflows to improve efficiency and user experience.
Estimated Salary: $120,000 - $150,000 per year.
About Diversified:
Diversified is a leading provider of diversified services, offering a range of solutions to meet the evolving needs of our clients.
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