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Service Delivery Manager
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$150,001 - $175,000 a year
Full-time
- Description The service delivery manager is accountable and responsible leading a team of approximately 160 professionals in the delivery and ownership of holistic customer service in support of a Federal Civilian agency with over 20,000 on-site and remote employees in over 800 locations 24/7/365 with over 17,000 laptops/desktops; 11,000 mobile devices; 2,000 physical/virtual/cloud servers, and 4,000 network nodes; resolving over 200,000 customer incidents and requests annually.
- Delivering customer service through an enterprise IT service desk; contracted business service desks and on-site deskside services, the service delivery manager owns the policies, processes and customer/service owner relationships needed to provide consistent, efficient and effective services.
- The service delivery manager is responsible for implementing best practices and tools that leverage AI/ML in easy to use, plain language formats to enable and promote customer self-help and reduce the frequency and levels of human interaction with service desk and desk side agents.
- A minimum of five years of technical experience managing, maturing, and modernizing IT service delivery leveraging ITIL v3/4 and IT Service Management for a contract or program of similar size, scope, and complexity, as described above.
- Experience in IT Service Management; Demand Management and Performance Analytics reporting leveraging the ServiceNow Platform.
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