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Manager IT Service Delivery

Manager IT Service Delivery

DaikinWaller, TX, US
1 day ago
Job type
  • Full-time
Job description

Job Description

Job Description

The IT Service Delivery Manager manages the Service Delivery Supervisors who operate the Daikin Service Center. This team supports end users with aspects of technology and professional development. The Daikin Service Center records IT requests for support, resolves problems at the time of client contact when possible, and minimizes downtime by escalating problems. The reduction of outages and downtime is a primary focus of the Daikin Service Center.

Position Responsibilities may include :

  • Develop, manage, and report on all areas of IT Service Delivery.
  • Manage and train personnel to achieve targeted levels of performance and competence.
  • Assign development of and approve operating procedures covering all routine activities in order to improve task accuracy and personnel performance.
  • Determine support requirements for and from other IT groups and interact in order to provide mutual support to achieve the IT mission.
  • Drive continuous improvement initiatives by identifying process gaps, recommending solutions, and implementing efficiencies that enhance overall performance.
  • Complete special projects as assigned by CIO.
  • Respond to customer requests that have been escalated from Service Delivery teams.
  • Provide training, coaching, and support to Service Delivery Technicians and supervisors
  • Review the agent call statistics, customer wait time, and resolution time.
  • Create and update knowledge base articles as new processes are identified.
  • Support network and email connectivity, computer operating systems, hardware and software, internally developed applications, midrange (AS / 400) operations, tape and backup operations.
  • Troubleshoot, analyze, resolve, track, escalate and accurately document hardware, software and technical issues.
  • Make sound business decisions, with little direction by following documented procedures.
  • Provide after hours on-call support on a rotational basis.
  • Maintain and document timely response from Managers / Business owners on SOX-related responsibilities.
  • Perform additional projects / duties to support ongoing business needs.

Nature & Scope :

  • Ensures work is aligned with the Director’s expectations, goals, and vision
  • Accountable for the implementation of policies, processes, and procedures for short-term results
  • Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager / Director
  • Works on difficult to moderately complex issues and projects
  • Provides guidance and training to subordinates
  • Has authority to hire, recommend pay, establish performance and recommend for termination
  • Level of signing authority established by company policy / guidelines

    • Knowledge & Skills :

  • Ability to analyze complex problems and provide unique, customized solutions.
  • Strong analytical and process management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
  • Experience with Web Applications.
  • Exceptional written and verbal communication skills.
  • Demonstrated understanding of enterprise server technologies, networking & security protocols, operating system, MS Office Tools
  • Experience with AS400 Administration and provisioning
  • Monitor incoming requests from all sites
  • Ensure service delivery timeliness
  • Perform quality reviews
  • Provide SOX documentation
  • Ability to apply good judgment, strong work ethic, and integrity on the job.

    • Experience :

  • 8+ years of IT experience
  • 5+ years of leadership experience

    • Education / Certification :

  • High School Diploma required, Associates Degree or higher preferred.

    • People Management : Yes

    Physical Requirements / Work Environment :

  • Must be able to perform essential responsibilities with or without reasonable accommodations

    • Reports To : Director, IT

    The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV / AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes about individuals with disabilities.

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