IT Service Delivery Manager

IT Service Delivery Manager

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ClientSolv Technologies is an IT solution firm with over a decade of experience serving Fortune 1000 companies, public sector and small to medium sized companies. ClientSolv Technologies is a woman-owned and operated company that is certified as a WMBE, 8a firm by the Federal government's Small Business Administration.
We are seeking an IT Service Delivery Manager for a direct hire/full time role in the Denver Tech Center. This role is responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. You will work closely with all areas of IT, Process Improvement, Project Management, Information Security, Risk and other business units to ensure the delivery of company IT Services.

• Collect data based on the right KPI's to ensure we are making the best data driven decisions.
• Supervise the IT Service Delivery team and workload.
• Provide guidance to members of the team by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and mentoring employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Build out and support functions for enhancing IT Service Management, alongside IT leadership, inclusive but not limited to: IT project management, IT asset management, service transition, availability, service level agreements, lifecycle management, capacity and demand management
• Acts as the technical liaison for enterprise projects that require IT engagement. Will work closely with Business Analysts, Project Management and all other stakeholders from design to operationalization through service transition processes.
• Through KPIs, maintaining and developing strategic data driven decisions, this role will manage cloud and on-prem capacity and demand for technology systems as well as track the workloads of the team members to determine the resource demand to deliver projects on time.
• Establish and maintain regular written and in-person communications with the IT leadership, Sr management and peers.
• Deliver IT infrastructure solutions to meet the needs of business services focused on uptime, availability, scalability and security.
• Explain highly technical solutions to non-technical staff, crisp clear communication and ability to explain solutions and how they provide value.
• Promotes and enables training opportunities to educate for team.
• Conducts training sessions as appropriate.

Qualifications

• Bachelor’s degree (B.A.) from four-year college or university or four years related experience and/or training; or any combination of experience and/or training equivalent to bachelor’s degree in a related field.
• Minimum of Five (5) years of experience in an information technology environment, preferably in financial services utilizing hybrid cloud.
• A customer focused, highly collaborative and consultative execution of duties is required.
• Information Systems development and implementation; system conversion experience a plus.
• Demonstrated Technical skills in complex, highly available, secure networks and infrastructure.
• Exemplary technical and business assessment skills to evaluate strategic value of technology systems, data solutions and work processes to serve members and employees.

Experience with any of these platforms preferred:

• Microsoft Platform, Productivity, Database and Cloud Solutions
• Cisco Hardware, Networking, UCCX, Collaboration and Security
• Azure, AWS, Google, Rack Space and various Cloud Solutions
• VMware, Nutanix, Cohesity Infrastructure Delivery
• ITSM tool sets (ManageEngine, Remedy, ServiceNow, etc.)
• Microsoft Visio or diagraming experience
• Project Management Tools: WorkFront, MS Project, Jira, MS Planner
• KPI tracking tools: Tableau, PowerBI, Excel
• Service improvement and process evaluation skills
• ITIL Certification

Additional Knowledge Of The Following a Plus

• IT Frameworks (ITIL, TOGAF, COBIT, ISO 20000)
• Network and Systems Administration (CCIE, CCNP, CCNA, MCSA/MCSE)
• Process Improvement methodologies (Lean, 6 Sigma, Kaizen)
• Vendor Management/Procurement

Additional Information

This direct hire role is located in the DTC area. There can be some remote options, but this role will be required to be onsite when needed and when safe to do so. Candidates local to Colorado preferred (or candidates interested in relocating to Colorado) in case there is a need to come into the office. Once pandemic restrictions are lifted, this role will be onsite/in- office moving forward.