IT Service Delivery Manager

Job Summary
JOB SUMMARY:
The Manager, IT service delivery manages a cross functional team of support staff and professionals, including coaching, performance management and resource allocation. Serves as a regional escalation point for complex issues. Advises and guides staff on appropriate solutions and shepherds through to resolution. Researches, develops and establishes methodologies, protocols and processes to facilitate or improve operational efficiencies. Responsible for user experience and support, adopting cybersecurity controls and compliance, and supporting IT projects.

Essential Duties & Responsibilities
The major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments, and specific projects may be assigned at the discretion of executive management

• Maintains positive working relationships with business partners and customers.
• Works closely with Global IT leaders and PMO to maintain high quality standards and deliver successful projects and initiatives.
• Drives operational improvements and efficiencies through the creation and implementation of rigorous processes and controls.
• Understand CECO end to end processes and technologies and guide the team as the Subject Matter Expert and contribute positively to process improvement initiatives.
• Assessing business partner and customer feedback to identify and implement areas for improvement leveraging continuous improvement methodologies.
• Manages IT support services for multiple locations as well as the support and maintenance of existing applications.
• Ensure adequate staffing for projects and support needs.
• Hires, trains, coaches, develops, and recognizes IT team members effectively.
• Manages compliance with the global laws and applicable regulations including GDPR, SOX, utilizing standard frameworks.
• Responsible for maintaining adherence to software licensing agreements.
• Other job duties as required.

Education And Experience

• Bachelor's degree in computer science or MIS desired, MBA or MS preferred.
• Minimum of 5 years in Information Technology and at least 3 years' experience in a management role with direct reports. A hands-on people manager who is willing to roll up their sleeves and help the team get the job done.
• 5 or more years of related experience at publicly traded or manufacturing company; required.
• 3 or more years of global customer service and technical experience required in a mixture of Azure, Dynamics 365, Power Platform, M365, and global WAN.
• Demonstrated capability to conceptualize, analyze, and solve technical and business challenges.
• A team player and effective communicator who can build consensus.
• Must demonstrate excellent presentation, communication, writing and facilitation skills.
• Ability to adjust strategies and approaches quickly as conditions dictate.
• Possesses a combination of good process, conceptual, business analysis and problem-solving skills.

Licensing/Certifications

• ITIL and technical/cyber certifications a plus

COMPETENCIES
Knowledge In

• ERP and Microsoft Development & Infrastructure Technologies -- Working knowledge and experience managing a team supporting D365, Power Platform and Azure technologies.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Project Management and Service Delivery -- Working knowledge of Agile and Waterfall
• ITIL and Cybersecurity Best Practices — Knowledge of IT general controls and frameworks including continuous improvement and operational excellence.

Skills

• Problem Solving – The ability to quickly identify the nature of a problem and the necessary steps that should be taken to resolve it without compromising the quality of their service
• Project Management - the core abilities that are necessary to successfully bring a project from start to finish efficiently including communication, scheduling and time management.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Leadership - Effectively coaching, guiding, and motivating your co-workers, you can help move a project forward and deliver a positive outcome.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Abilities

• Positivity – The ability to take on anything in a positive and upbeat manner.
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Travel Requirements
Ability to travel up to 35% of the time. International travel may be required