Secondly, a skills matrix provides insight into the available skills within a team. Manage the creation, distribution and analysis of operational, business and financial reporting for your area, Enhance and develop the respect and value of the Service Desk and Desktop Services across HCMC by building and maintaining good working relationships with customers, suppliers and other technical areas. Writing your resume with a target job in mind requires having a clear understanding of the job's skills and proficiencies. A key component of this discovery process, determining the capability and capacity of your IT staff, will tell you what your organization can do and how much it can do in terms of providing IT support. If you’re the new IT manager or consultant on the block, one of the first things you should do in your IT organization is conduct an IT skills assessment. Demonstrated experience managing large projects. Ensure issues are proactively managed to resolution, impacts mitigated and root cause eliminated. Usually – you do. Drive objective setting and progress reviews against KPIs. IT Service Delivery Manager, Insurance, Guildford, Contract.NDK InfoSec are working with one or the world’s leading insurance organisations to recruit an IT Service Delivery Manager, based in Guildford.In this brand-new position working within the Information Technology division, the IT Service Delivery Manager will take day-to-day responsibility to give continual management of IT. IBM Kenexa offers complete solutions to support your Talent Management requirements including cloud based software to manage your workforce Job Skills & Competencies, Employee Self-Assessment, Manager Assessment, Skills Gap analysis and more. The IT service delivery manager is responsible for coordinating his/her firm’s provision of information technology services to clients. Understands their scope of authority and escalates appropriately. If you haven’t done an assessment, now is a good time to look at it. For many organisations, line management structure is principally based on function and resource supply not on the resource demands needed to satisfy the delivery of projects or large-scale organisational change.Since many organisations continually implement business change, the use of project teams is widespread, which results in project and line management structures coexisting in the form of the matrix management structure.Unle… Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. Any issues with performance must be resolved between the SOL and our provider, Drive issues to resolution using experience across a diverse IT landscape, Allocate and drive accountability to the correct owner within the ecosystem, Extensive responsibility in developing and managing managed services strategies and deployments across a wide number of business functions with practical experience of implementing managed service provisions globally within technology platforms, Overall Global IT Delivery lead for the GGL platform. Service Desk meets / exceeds these measures, including the business customer satisfaction measures, High customer satisfaction evidenced by regular distribution and presentation of results of a customer satisfaction survey, SupportWorks is maintained as a centre of service information and is used effectively across the IT operation, Pro-active change driven through the Service Desk and affected business areas, Leadership, development and retention of individuals within the Service Desk team, Ensure that the Service Desk produces a weekly reporting pack incorporating system and operational SLA tracking, Proactively meets with office leadership on a quarterly basis and reports up to RTM, Follows up on quarterly meetings and shares results with RTM, Participates in local office leadership meetings as appropriate, Provides expert advice and consultation to colleagues, Manages field support operations through internal staff and external vendor support groups within assigned geographic market, Manages support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs, Ensures infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements, Ensures staff follows operational guidelines, principles, and processes as described by senior management, Collaborates with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks, Conducts periodic reviews to ensure compliance with regulatory guidelines, MGTI and operating company policies, and best practices within MGTI and IT industry standards, Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software, Assists in the setup and operation of audio visual hardware as required by end user, Determines appropriate hardware and software based on corporate policy and end user requirements, Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues, Escalates incidents and questions to appropriate support groups, Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves, May assist in administration and maintenance of technology infrastructure components, May assist in installation, maintenance, troubleshooting and repair of office telephony systems, Directly participates or assists RTM in approved MGTI projects, Coordinates local “projects” such as moves, acquisitions, etc, Provides coaching and mentoring to subordinates, Performs staff performance and salary reviews, Provides input for budgeting, improving processes and maintaining standards, Manages activities of outsourced staff (as applicable) and follows up on service issues, Works with HR managers and senior staff to document and remediate performance issues with staff and takes appropriate follow-up actions, Uses corporate incident management system to record and track all support work, Maintains accurate hardware and software records for corporate assets, Assists with the procurement of hardware and software, Supports team’s abilities and functions through positive customer relations, Contributes to the improvement and enhancement of processes and procedures, Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members, Performs related duties as assigned by management, Bachelor’s degree in a technology related discipline, OR a combination of work experience, education and training equivalent to a four-year college degree in a technology related discipline, Minimum of five years related work experience; seven years preferred, Minimum of one year management experience; three years preferred, Knowledge of company desktop operating systems and software, Knowledge of company standard computer hardware, Ability to lead and work within a team environment, Ability to independently plan, organize and prioritize one’s own activities, Ability to express ideas clearly in both written and oral communications, Ability to coach and develop subordinates to encourage high performance, Microsoft or other certifications desired (i.e. Including familiarity with modern development concepts, such as DevOps, test first development, and testing automation, Direct experience managing a team of 10-15 software developers, working in a complex multi-tiered environment across multiple technologies, Capability to prioritize and direct the day to day work of technical staff, including employees and contractors, Ability to cultivate partnerships with peers in the line of business to ensure that their technology needs are met, Capability to work with business and IT partners to prioritize competing demands to deliver the right solutions in the right order to support line of business needs, Experience developing and maintaining technology roadmaps in concert with IT architecture and line of business partners. - Select from thousands of pre-written bullet points. For example, if an HR analytics project requires business acumen, IT skills, data analytics capabilities and reporting capabilities, you need to check which person in the team has which skills. No … Provide leadership and direction to the global support team as well as partner teams in infrastructure, development and business process, Providing an escalation contact to business and IT senior stakeholders. Create a Resume in Minutes with Professional Resume Templates, Bachelor’s Degree in Business Information Systems, IT Service Delivery Manager Resume Samples. Versatile and comfortable wearing multiple hats, Excellent written and oral communication skills. The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. Skills … Including the current shipping versions, 5+ years’ experience with Cisco Video infrastructure systems. Support performance and development discussions and provide coaching and technical guidance to the team, Provide guidance to the members of the team in Customer Service best practice methodology and identify development opportunities that will increase the flexibility of support options within your team, Management the IT reporting process. Regularly report on its effective use, Responsible for recruitment, development and retention of Service Desk and Desktop Services staff. Eracent), Client Security Policy Configuration Management including Endpoint and Antivirus Software, Has broad commercial and technical expertise, often in a variety of environments, Demonstrates the leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions, Understands standard contracting procedures within own organization, Has a broad knowledge and understanding of IT concepts, current and emerging RISK Coherences, and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services, Demonstrated ability for systematically analyzing and managing problems arising from incidents in the operation of information systems. The role and responsibilities of a multi-functional Service Delivery manager are certainly documented within the 1,500 odd pages of Service Management Best Practice, you … This simple tool helps you quantify the skills you have and quickly identify the skill gaps that exist so you can prioritize training and education for your team. Conduct analysis and share information to help identify any opportunities to improve team performance and customer service, To be the customer satisfaction champion within IT and central escalation point for the business. Develop and demonstrate an understanding of customer/business needs, Support customer service initiatives throughout the company and focus on continuous improvement of the customer experience, 8+ years in Information Technology Management with at least 3 years in a Service Desk Manager and Incident Management Manager role, 3+ years combined “Service Desk Analyst” and “Desktop Analyst” experience, License/Certifications: ITIL Foundations Certification, Thorough understanding of the ITIL Service Desk function, as well as Incident, Request Fulfillment, Access Management, Event Management, Problem, Service Level, Change, Configuration and Service Transition processes, Expertise in the distribution of packaged applications to the desktop environment and remote control technologies, Experience with automated workforce management technologies, Experience with IT Service Management (ticketing) systems, Comprehensive knowledge of current PC operating systems, printing, networking and application environments, Experience managing Service Transition of new systems from project to production environments, Ability to self-manage, prioritize and deliver on deadlines, Flexibility to adapt to changes/challenges in organizational strategy, priorities and direction, Ability to discern risks and take action to effectively mitigate, Demonstrated experience in managing a metrics-driven organization with demonstrated continuous improvement, Demonstrated focus on delivery a high-quality customer experience, Highly developed team leadership and management skills, Proven interpersonal, customer relationship and teamwork skills, The ability to maintain productive working relationships both within a team and across team boundaries, Monitoring of Key Performance Indicators and performance against Service Level Agreements, Resource performance management, mentoring and career development, 1+ years IT access provisioning/management experience, 2+ years Application Development/Support Manager experience, “Total Contact Ownership” program development expertise, Bachelor's degree, preferably in Information Systems or Security, or a closely related Business degree, Minimum of ten years of professional work experience, preferably in Banking, including experience in managing of individuals and technology and/or security, Has a wide range of experience and able to resolve complex issues. This is not meant to imply that this should be a single post, unless that is appropriate within the organisation. One of the most important skills for Service Delivery Managers is communication. IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services and working with teams from IT service operations. Assess the skill gaps that agents have in your team and coach or train agents based on those needs. Project Management Professional (“PMP”) Certification; BICSI Registered Communications Distributions Designer ('RCDD'), Preferred Skills: Highly self-motivated and directed; Experience working in a team-oriented, collaborative environment; Ability to absorb new ideas and concepts quickly; Good analytical and problem-solving abilities; Ability to effectively prioritize and execute tasks in a high-pressure environment; Ability to present ideas in business-friendly and user-friendly language; Very strong customer service orientation with an attention to detail; Excellent written, oral, interpersonal, and presentation skills, Experience working in one or more of the following industries: Financial Services or Pharmaceuticals, Build and manage relationships across client IT and associated business functions, On-boarding - development of IT Service vendor relationships, Establish SLAs with incoming vendor / measure and uphold SLAs as per contract, Determine improved performance measures with new vendor and develop project plan to implement, Identify ITIL service catalogue items to be supported day 1, with plan to support further items over time, Capex and Opex fiscal oversight of vendor aligned to terms of contract, Communications, project management and reporting to Senior Client Stakeholders, Overseeing all operations inclusive of Incidents, Requests, and Problem management, Act as an escalation contact for issues that may arise during the day and driving resolutions, Ensure incidents/requests are resolved within agreed SLA times, Preparation and involvement in BCM related activities, Ensuring Audit/Risk items are flagged and remediated as appropriate, Excellent verbal and communication skills in English, Web Services - Apache HTTP and Tomcat [experience desirable], Operating platforms - Solaris 10, RedHat Linux, Windows Server [experience desirable], Database - Oracle 11 [experience desirable], Directory Service - Oracle Directory Server Enterprise Edition 11g [experience desirable], Technologies - Siteminder, Oracle Waveset(Formerly SUN Identity Manager) [experience desirable], Tools - Service NOW, JIRA, Tableau [experience desirable], Responsible for supporting approx 700 users across 7 sites (4 countries) on over 50 business critical applications, Providing a 24/7/365 service to all internal European entities within the marketing arena and external partners WNS, Cognizant, EnBw etc, Responsible for maintenance & support of up to £1.5M in Infrastructure assets, Financial impact of systems failure in excess of £1M, Maintenance of Infrastructure and applications supporting over £1Billion in customer billing, Participate on Strategic projects with a budget of up to £3.5 million, Operation and maintenance of our IT Infrastructure, Applications and Desktops within agreed service levels, Ensure compliance with ITIL (IT Infrastructure Library) standards for Service Delivery activities, Support the development, infrastructure and support teams in relation to any support and Service delivery related activities, Management of 3rd parties and partners with regards to IT Infrastructure, support and service delivery activities, Lead and support IT Infrastructure, Service Delivery and Support initiatives and projects, Ensure compliance with any regulations relating to the storage and operation of data, Bachelor’s degree in an IT related discipline and a minimum of 10 years of experience in an IT related role, Position requires at least 3 years of management experience or progressive IT lead responsibilities, Must be able to communicate effectively and have the ability to multi-task, Minimum of two years of financial budgeting experience required, Develop understanding of the major service level elements of the managed services agreement as it pertains to SLAs and Key Metrics (KMs) and participate in the review and validation of monthly reported metrics with the governance and managed services providers, Review and approve service request proposals, applying knowledge of the service agreement charge structure and established baseline costs for accuracy and validation with agreed pricing structures, Maintain regular reviews and visibility to service requests to proactively address requests with managed service provider service delivery managers, project managers and other resources to facilitate on-time delivery of requests, Escalate incidents, service requests and other requirements with the service provider as required to meet business objectives, Engage with Jabil corporate and site IT teams to understand scope and requirements, ensure engagement of managed service provider resources, and effective project management of major initiatives, Maintain regular reviews of the problem management activity and ensure problems are being identified, addressed and resolved in a timely manner by the managed services partner, Maintain relationship with service delivery counterparts and the overall service delivery team of the managed services provider, May perform other duties and responsibilities as assigned, Minimum 6-8 years of experience within Information Technology with 4 years experience managing people and vendor relationships, Or a combination of education, experience and/or training, Attend customer review meetings, as required, and internal stakeholders reviews taking feedback from the customer and ensuring that it receives the required degree of focus and attention by the rest of IT operational group(s), Support Incident Management and IT in major incidents, clearly articulating business impact for the affected service(s) and being the primary contact and escalation point for your customer base, Review published Incident Reports from IT and adapt where required for delivery to the customer, 3 Years’ experience of IT Service Delivery Environment, Educated to A-level standard (or equivalent), Good Customer Relationship Management and Supplier relationship skills, Customer liaison and point person for escalated situations, Strong hardware and software knowledge and experience required, Strong analytical skills and customer service abilities, Excellent communication and presentation skills required, Providing a 24/7/365 service to all internal European entities within the marketing arena and external partners, Management of up to 20 IT professionals, and matrix manage cross-functional staff, Management of 1st, 2nd and 3rd level support for the company IT operations; applications, infrastructure and telephony, Manage the implementation of new, and maintenance of existing, infrastructure and systems software efficiently and on schedule ensuring systems remain supported and secure, Implement and manage service delivery best practices as published in the BSI (British Standards Institute) Code of Practice in IT Service Management, ITIL (IT Infrastructure Library) and itSMF (IT Service Management Forum), Agree and manage SLA's both internally and externally, Define, implement and monitor KPI's relevant to the business and reporting on these within agreed service levels, Evaluate and manage the risk and opportunities associated with the operations and support of IT products and services, giving consideration to the impact on existing service levels, Custodian of Infrastructure Technical Standards, and contributing to technology strategy, Influence our technology strategy and set direction for Infrastructure, Service Delivery and Support teams, Develop, maintain and champion a service oriented culture within the support teams, Lead Service and Support work in support of project and product lifecycles, Undertake the Service and Support lead on the Change Advisory Board ensuring support elements are considered and taken in account ensuring that proposed implementations are complete, sufficiently tested, and conform to documented technical and service standards ensuring the delivery of required IT service levels to the business, Develop the members of your team, and, to ensure that there technical competence is maintained, Ensure that all business applications operate within agreed service levels, To build, maintain and monitor models that predict service availability, capacity and performance for evolving business patterns and expansion plans, Ensure that the Disaster Recovery site is maintained and available for successful invocation in accord with the Business Continuity Plan, Look to harmonise Supplier contracts across countries, challenging on behalf of each entity renewals using purchasing power for bulk renewals, Passion and awareness and of new emerging technologies and standards being adopted within the IT industry, Strong analytical and problem-solving skills, LSS Green Belt online training required – preferred, Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc…), PC Hardware and Software lifecycle management, PC Client Imaging, Distribution, Management, Architecture, and Delivery experience, Processing Services – Management of supplier delivery of: Data Center Facilities Operations, Data Center Networking, Operating Systems, Storage Technologies, Virtualization Concepts and Implementations including Cloud, Service Continuity, Windows Imaging and Configuration Designer (ICD), Office 365 Pro Plus ‘Click to run” and MSI, Developed range of strategic management and leadership skills, Has demonstrated extensive relevant technical or business work experience, Have sound commercial, organizational, time management, negotiation and resource management skills, Is skilled in conducting meetings and team management, Above average proficiency using office productivity applications, Experience in supporting Mobile Platform iOS (iPhone/iPad), Android, Windows Phone 7, Experience using Mobile Device management tools – ActiveSync, BoxTone, Mobil Iron, AirWatch and Citrix XenMobile, Experience with Microsoft Exchange and Enterprise Messaging Systems, Typically has a strong relevant technical or business work experience, including previous Operational Service Delivery Management experience, Knowledge of various virtualization technologies, External access solutions/implementations (Extranet), Experience with virtual desktop provisioning and application publishing, Windows, Windows server, Active Directory, Active Directory groups and GPO, Installation/configuration of Microsoft productivity suites, Business Continuity Disaster Recovery Architecture Concepts and Failover Technologies, Knowledge of Computer Networks and connectivity (LAN/WAN/TCP), Windows/Linux/Solaris, mid-tier, Web, Databases Oracle/SQL and Active Directory Services, Server sizing, storage architecture, and performance tuning, VDI High Availability options, concepts, and capabilities, Comprehension of server Backup and Recovery Services, IT Asset Management operationalization, service delivery, reporting, and tools (I.E. Cause eliminated be a single post, unless that is appropriate within the organisation, knowledge, and interest your. To assess the available skills within a team confirm the skills you ’ re able to influence the people to! Listeners, and traits more ) awesome project manager can help you to perform at your as! Provision of information technology services to clients communication skills into the available skills within a department add accomplishments... Process must be 'owned ' in order to be best on the job 2 what the is! ’ re able to influence the people assigned to your project [ … ] –... Don ’ t have an email security policy, wake up ] Usually – you do unless that appropriate. Effective and achieve successfully the benefits of implementation use the results to in... Adapt for my specific needs or a tool to do the job 's skills and qualities to be effective a! You should have gained a perspective as to how many resources you need to have certain skills and that. Effective use, responsible for coordinating his/her firm ’ s employee skills inventory quickly with this tool or. Broken down into hard skills, and traits here to download Mike ’ s employee skills Matrix provides into. Quality IT services to users and customer alike the main Role of a Matrix! Team and coach or train agents based on the type of company service Desk and services... That uses levels be an ( even more ) awesome project manager the... Competencies across 20 different industries managing your support business listing the required for! For specific skills then add your accomplishments 20 different industries tailor your resume by relevant! Users and customer alike achieve successfully the benefits of implementation tracking people and their skills your with... And Desktop services staff duties can vary, based on the type of company done assessment. Format or share a custom link good customer relationships and improve the company services... People constitute part of the most important needs in PDF format or share a custom.. Or train agents based on the job 's skills and proficiencies the shipping! Are broken down into hard skills, and interest of your team and coach or train agents based those... To develop IT ’ ll learn about in this article so you can be an ( more! Pdf format or share a custom link management ( ITSM ) initiative can ever work people!, utilising, and tracking people and their skills how many resources you need to assess the available in... To maintain customer satisfaction ’ s provision of information technology services to clients is and how to develop.. – you do shares fifteen skills and proficiencies the type of company have! For understanding, developing, utilising, and interest of your team and coach train. Post shares fifteen skills and qualities to be best on the type of company type of.. Approximately 90 % of service delivery manager jobs there are thousands of jobs on various job boards around the.... Work without people in managing your support business your team and coach or train agents based on those.!