Service delivery manager Jobs in High Point, NC

Service Manager - Job # ITG002

Location

North Carolina

Role Type

Permanent

WHO WE ARE

ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity.

ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace that is diverse and inclusive. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table.

We are not afraid to seize opportunities and make things happen – both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success.

What You Will Do

Summary of Duties : Responsible for managing the performance of Level 1 and remote Level 2 technical client support services and confirming that key technical service levels are achieved. Ensure that technical application suppliers are exceeding performance expectations as measured by defined metrics and benchmarks, and that technical standards and processes are followed to provide effective service and meet client requirements. Oversee third-party vendors that provide technical support for assigned applications. Collaborate with service managers to monitor service level agreements and key performance indicators (KPIs) along with best practices across the organization. Define and measure technical support services performance against service levels using KPIs and manage the performance of outsource partners to escalate where needed. Prepare and present the management dashboard of service performance at weekly operations and business review meetings. Serve as an escalation point for incident and service request fulfilment for outsourcing partners and internal customers. Onboard projects and small changes into the Global Service Desk. Maintain timely and accurate customer service and follow up with customers to identify areas of improvement in collaboration with partners and internal support teams. Establish specific customer service standards, proactively monitor customer satisfaction, and implement development plans. Contribute to advancing customer support by actively responding to queries and handling complaints. Improve systems to resolve issues, increase stability, and minimize support costs. Institute best practices through the entire technical support process. Position is fully remote and reports to the company headquarters in Greensboro, NC.

Qualifications

Qualifications : Requires a bachelor’s degree or foreign equivalent in Computer Science, Electronic Engineering, Information Technology, or a related field. Position requires 5 years of post-Bachelor’s progressive experience. Must have some experience in each of the following skills : IT project, vendor, and customer and end-user management; ITIL framework, including ITIL version 3 or 4 Foundation; ServiceNow implementation experience (SME); Supply chain and manufacturing systems support; ITSM toolset : ServiceNow and Jira Service Management; Reporting toolset : Power BI, ServiceNow interactive reports and dashboards, and SQL; Collaboration toolset : Planner, SharePoint and Visio; Project management toolset : Microsoft Project and Office 365; and SAP ERP framework for manufacturing industries.

Work Environment and Physical Demand

What We Offer

• Competitive benefits package that includes medical / dental / vision / life insurance / disability plans
• Dollar for dollar 401k match up to 6% and 5% annual company contribution
• 15 Company-paid holidays
• Generous paid time off
• Employee recognition and discount programs
• Education assistance
• Employee referral bonus program
• Hybrid workplace – remote / in office
• Summer hours
• Casual dress policy Monday through Friday

Applicant Information

This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.

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