IT Service Delivery Manager

IT Service Delivery ManagerJob Overview: The Service Delivery Associate will act as a customer advocate and liaison between various IT groups, focusing on the design, transition, and operational activities of new and existing services across the IT service portfolio. This role ensures the efficient and high-quality delivery of IT services, maintaining a strong customer focus. The ideal candidate is an articulate and approachable technology advocate with experience in technology consulting, service standards, and support practices, while dynamically adapting to evolving needs, priorities, and trends. This position requires regular and effective communication with IT teams, business units, and service owners.Key Responsibilities:Participate in projects of varying scales related to the design, transition, and operational activities of new or existing IT services.Setup and configure desktops and laptops to meet business requirements.Train new hires and existing staff on equipment use and best practices.Manage mobile device setup and configuration.Create and manage user accounts in Active Directory, adjusting access as needed.Provide support for SAP users, including setup and creating connections.Setup and troubleshoot Cisco VoIP devices and systems.Troubleshoot hardware issues with computers, peripherals, and VoIP phones.Manage and support printing solutions, including Uniflow printing systems.Troubleshoot VPN connectivity issues for end-users.Provide support for printers, scanners, and other office equipment.Work with Windows 7 and 10 environments, including migration and deployment tasks.Troubleshoot conferencing software, such as GoToMeeting.Provide support for OS and Android mobile devices.Establish strong relationships with customers to enhance the delivery of IT services.Develop, manage, and deliver documentation and materials to support IT services.Communicate with stakeholders across multiple channels to ensure effective service delivery.Collaborate with IT teams to optimize and standardize service offerings.Identify opportunities for continuous improvement and implement changes to enhance service quality.Provide emergency after-hours support as needed.Qualifications:Bachelor’s degree in Computer Science or equivalent experience.Minimum of 2 years of experience in service delivery within a complex business environment.At least 2 years of technical hands-on experience with Windows Desktop OS.Knowledge of Active Directory administration, Windows 7 and 10, MS Office, and TCP/IP networking.Strong organizational and communication skills, both written and oral.Excellent customer service skills with a proactive, team-oriented approach.Ability to work independently with minimal supervision in a rapidly changing environment.Highly self-motivated with strong problem-solving skills.Experience with network and operating systems, account management, and enterprise software.Proven experience in a collaborative, team-oriented environment.Experience working with project teams, ideally within the pharmaceutical industry.Preferred Experience:Experience in the pharmaceutical industry.Familiarity with project management and service optimization.This role offers a dynamic work environment with opportunities to influence IT service delivery and make a meaningful impact on business operations through customer-focused technology solutions.