This Job Vacancy has Expired!

IT Service Delivery Manager

Posted on Jun 8, 2022 by Request Technology

Houston, TX 77001
Immediate Start
$140k - $170k Annual

*We are unable to sponsor as this is a permanent full time role*

A prestigious company is on the search for an IT Service Delivery Manager. This manager will be managing and supporting all end user technology for over 20,000 users. This position will have 2 direct reports and 27 indirect reports. They will interface with VPs, Directors, and C Level executives.


  • Maintain high performing service support functions including and IT Service Desk, Desktop
  • Support and VIP Support
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of
  • performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
  • Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively
  • Lead the Desktop Management team to continually improve the desktop computing environment
  • Manage the desktop computing environment to ensure that laptops, PC's, and other access devices are built and maintained to high standards of performance and security
  • Ensure that patching and anti-virus updates are carried out promptly and effectively
  • Work with the Technical Design team evolve standards for hardware, software, and security in the desktop environment
  • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

Qualities and Skills required

  • Able to demonstrate the ability to undertake the above responsibilities
  • Legally able to work in the country in which the position is based
  • A passion for Service Improvement
  • Experienced Service Management professional
  • ITIL Qualified
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines

Reference: 1623268391

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