Technology Services Delivery Manager

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Technology Services Delivery Manager

13 Dec 2024
Washington, Tacoma, 98401 Tacoma USA
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Technology Services Delivery Manager

Vacancy expired!

POSITION SUMMARY:
The Technology Services Delivery Manager leads staff in the operations leadership, planning, development and maintenance of technology services, including planning and budgeting. Responsible for end-to-end service delivery for product support (on premise, cloud and hybrid), service desk operations, Product Specialists, software asset management, provisioning and de-provisioning. This position is also be responsible for managing Incident and problem management and HITRUST certification.
We are looking for a seasoned leader with a background in IT Services and extensive experience in managing and leading teams which are based in multiple geographies.
The leader should be able to manage and lead large IT programs or a portfolio of programs with strong focus on Service Delivery & IT Operations. The ideal candidate will demonstrate expertise in end to end program management including regular interactions with senior customer stakeholders, collaborating with national teams, participating in business reviews and solutioning (technical and business problems). The role requires a hands-on approach to managing day to day aspects of Service delivery. A strong background in Service Delivery, ITIL and Microsoft technologies and understanding of current trends in Digital transformation is strongly preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Hire, onboard, manage and retain an engaged team with a focus on productivity and exemplary customer service; foster employee growth through learning/development, targeted performance evaluation, mentoring and coaching, and succession planning.
  • Coordinate effective service delivery and/or successful project outcomes through appropriate planning, scheduling and direction of resources
  • Develop, implement and evaluate individual & team metrics to align with business objectives
  • Managing the service desk, product specialist team and responsibilities for incident and problem management, software asset management and controls
  • Responsible for the timely resolution of all service impacting incidents with relevance to their specific business alignment
  • Being responsible for client satisfaction
  • Acquiring knowledge of technology service desk metrics and management
  • Develop procedures for incident triage and management, providing sound analysis and leadership
  • Drive Root Cause Analysis with technology partners, post incident resolution and facilitates RCA reviews


SPECIAL KNOWLEDGE, SKILLS, ABILITIES, TRAINING OR SPECIAL LICENSES/CERTIFICATIONS NEEDED TO PERFORM THIS JOB:
  • Proactively communicate regarding all issues and/or ongoing developments that may impact service quality to users, operational effectiveness or efficiency
  • Manage/implement IT projects to completion with minimal guidance; manage IT components of large-scale initiatives
  • Overall knowledge of IT systems, practices and procedures, as well as latest trends/practices in IT Services Management and ITIL concepts
  • Demonstrated experience providing successful support for a multiple location organization with a high volume of work
  • Positive attitude with customer-centric focus; professional appearance and demeanor
  • Strong analytical and troubleshooting skills and attention to detail
  • Excellent written, verbal communication and listening skills
  • Work with a sense of urgency, resolve problems timely, and maintain patience while working on escalated support issues
  • Strong organization/time management skills, successfully manage multiple priorities with potential conflicting deadlines
  • Successful working both independently and collaboratively in a team environment
  • Directly partner with vendors to ensure service agreement are met and maintained

Education
  • Minimum Required Education: Bachelor's Degree in Computer Science, Information Systems, or related field; or equivalent experience

Experience:
  • Minimum Required Experience: 3-7 years of supporting a large enterprise environment

SPECIAL JOB OR ENVIRONMENTAL CONDITIONS
  • Indoor office environment
  • Possible work requirements on weekends or beyond normal daytime work hours on an as needed basis

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

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Job Details

  • ID
    JC6876661
  • State
    Washington
  • City
    Tacoma
  • Job type
    Permanent
  • Salary
    $115,000 - $125,000
  • Hiring Company
    Sound Physicians
  • Date
    2020-11-30
  • Deadline
    2021-01-29
  • Category
    Et cetera
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