IT Service Delivery Job Description

IT Service Delivery Job Description

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IT service delivery provides interface into the ITIL Service disciplines delivered by IT Suppliers, covering Incident, Problem and Change Management.

IT Service Delivery Duties & Responsibilities

To write an effective IT service delivery job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service delivery job description templates that you can modify and use.

Sample responsibilities for this position include:

Collaborate with Business Relationship Manager (BRM), service sponsor, and/or business units to identify and prioritize service requests
Work closely with the IOS Business Relationship Manager, IOS Global Shared Services Lead, and IOS Global Service Advisory Group at the onset of a Project based Service Request to identify, assign and onboard IOS, vendor Project resources, and Project Manager
Maintain an enterprise perspective on IOS capabilities and initiatives and identify dependencies that could impact the successful delivery of Project based Service Requests
Collaborate and work closely with Team Leaders and Managers to define business service requirements, develop capabilities and corresponding components of the service
Responsible for adherence to current change management work practices related to changes in the service
Coordinate communication among support staff and systems staff
Participate in service review meetings (internal to IT and with the business)
Promote a culture of innovation and continuous improvement by staying abreast of industry trends, new methodologies and solutions, and incorporating those into the day to day work activities
Utilize effective conflict resolution and negotiation tactics to ensure that service teams are performing at a high-level
Perform roles and responsibilities as defined on initiatives according to the program master schedule and the contract value (adjusted for customer agreed changes)

IT Service Delivery Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for IT Service Delivery

List any licenses or certifications required by the position: ITIL, PMP, V3, MCSE, MCSA, PMI, MCITP, PM, XP, CAPM

Education for IT Service Delivery

Typically a job would require a certain level of education.

Employers hiring for the IT service delivery job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Business, Education, Information Technology, Engineering, Technical, Information Systems, Business/Administration, Technology, Leadership

Skills for IT Service Delivery

Desired skills for IT service delivery include:

ITIL
Mac OSX
Batch files
Scripting in PowerShell
VBScripts
ITIL disciplines
Networking technologies
Windows environments- specifically:
Emerging technology trends
ISO 27001

Desired experience for IT service delivery includes:

Promotes organisational mission and goals, and shows the way to achieve them
Creates a positive work environment where all staff are motivated to do their best
Links mission, vision, values, goals and strategies to everyday work
Ability to adapt to constantly changing challenges and work within fixed deadlines
Strategic vision and thinking, sees the bigger picture from a global perspective
5 + years' experience in IT Service Delivery Management

IT Service Delivery Examples

1

IT Service Delivery Job Description

Job Description Example
Our company is looking for an IT service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service delivery
  • Coordinate change requests with agency application release schedules
  • Organizing all development and run activities of the CRM platform
  • Defining the CRM platform architecture and ensuring the technical consistency of all development
  • The quality of the delivery on a mid-term approach
  • Actively participate in major incident service restoration and problem management activities
  • Lead major incident service restoration and problem management activities
  • To administrate to Software distribution software OS, application, software upgrade and new package installation
  • Requires a 2 year degree and a minimum of 2 years of business experience supporting of the following
  • Work with the Global IT BRM to formulate and execute a relationship management strategy for the assigned Group and its Divisions
  • Identify opportunities for improvements in automated systems (current or future) that help align goals, objectives and measurements and the ability to easily produce data for informed decision making
Qualifications for IT service delivery
  • Excellent communication and interpersonal skills to work with stakeholders across all levels
  • Knowledge of IBM XIV storage devices desired
  • Knowledge of industry best practices in IT Operations specifically service support, deployment, desktop security
  • Anticipates future needs
  • Involvement and ability to lead IT projects
  • The Massachusetts Information Technology Center (MITC) is accessible through public transportation via the Newbury/Rockport Commuter Rail or by bus
2

IT Service Delivery Job Description

Job Description Example
Our growing company is hiring for an IT service delivery. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT service delivery
  • Collaborate with first and second level support, Third Party vendors, and other teams on production system problems and communicate workarounds
  • Evangelize our platforms to users to help with adoption, success or general usage
  • SDC Strategy
  • Service Lifecycle
  • Production maintenance and delivery
  • Perform software and hardware upgrades as necessary to maintain current levels
  • Personal computer setup, configuration and troubleshooting
  • Level 2 support for Laptop, Desktop and Application environment
  • Field IT support for IT Infrastructure and Network related issues and project work
  • Establishing and maintaining a professional, productive and highly collaborative relationship between Infrastructure and Operation and its customers
Qualifications for IT service delivery
  • Demonstrated experience leading teams in a fast-paced regulated environment across multiple divisions and geographies
  • Thought leader within their area of responsibility
  • Sets the quality standard with their assigned area
  • Triage IT service desk requests
  • Partner with operational receiver all service partners to ensure service transitions into production without incident or service disruption
  • Ensure correct provisioning/deprovisioning/access levels for both retained and service provider personnel IT peers and business users
3

IT Service Delivery Job Description

Job Description Example
Our company is looking to fill the role of IT service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service delivery
  • Manage field services analysts on site at Intarcia facilities, vendors that will provide remote support or equipment
  • Proactively identify risks and remediate them, , communicate and enforce policy changes for Mobile Device Management
  • Work with Tier 1 support teams to drive operational improvements, , reducing Mean Time to Repair, eliminating recurring Incidents, volume of requests fulfilled manually vs
  • Fulfill service requests, , laptop provisioning, employee onboarding, as escalated
  • Resolve escalated incidents, , Office 365 service interruptions, as escalated
  • Work with business units to understand demand, variances, unplanned needs and participates in sessions to facilitate the articulation and definition of requirements
  • Handle escalated service issues with the Service Providers
  • Partner with Service Providers to restore service promptly on incidents to meet Service Level Agreements
  • Ensure all support teams, including external Service Providers, identify and resolve the underlying cause of all incidents
  • Participate in root cause analysis and issue resolution meetings
Qualifications for IT service delivery
  • Demonstrated experiences ensuring alignment of tasks with standards and procedures
  • A degree in Computer Sciences or Medical Informatics is highly preferred
  • Thorough understanding and ability to evidence experience of running IT departments
  • Demonstrate good knowledge and competencies in the delivery of application support and day to day operations have basic working knowledge of IT Infrastructure
  • The candidate requires a proven track record in the area of IT operation/service delivery at a site level - > 3 years
  • Experience working with service desk services
4

IT Service Delivery Job Description

Job Description Example
Our company is growing rapidly and is hiring for an IT service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service delivery
  • Maintain and promotes a strong safety culture and follow all safety policies, procedures and regulations
  • Manage IT staff across designated offices ensuring a focus on high quality consistent IT services
  • Work within the IT organisation to translate the business requirements into the appropriate solutions that will help achieve success
  • Bridge the gap of understanding between the customer needs, operational needs and the technology capabilities
  • Work with the IT teams to successfully deliver solutions to the designated business units
  • Prepare and deliver professional communications to various levels of the organization to communicate project objectives, status, risks, and achievement of the expected goals
  • Be an escalation point for business challenges from a delivery or relationship perspective
  • Any other project assigned by management
  • Coordinates and manages process activities across the enterprise
  • Produce and provide analysis of IT Management Information reporting for Incident, Change and Problem management processes
Qualifications for IT service delivery
  • Experienced with remote management and cross-locational teams
  • Exceptional verbal and written communication skills with management on all levels and hierarchies
  • Sound understanding of SLD business processes best practices in the Apparel and Footwear industry
  • Excellent English skills, written oral
  • Microsoft or other certifications desired
  • 2+ years of large scale IT project delivery in a dynamic environment
5

IT Service Delivery Job Description

Job Description Example
Our innovative and growing company is looking for an IT service delivery. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for IT service delivery
  • Produce and provide analysis of Service Management reporting, escalating poor performance with the IT Service Delivery Manager
  • Provide support for all Service Delivery processes to ensure a high level of service is provided to Travelopia colleagues
  • Assist with the management of priority incidents as part of the incident management process as required
  • Assist with driving the resolution of customer escalations in a timely manner
  • Assist the Service Desk team leader with the on boarding of new services and support processes to the Service Desk
  • Ability to fluently speak and read Japanese
  • Answers/responds to incoming requests and resolve customer problems via the telephone, email, web
  • Acts as the single point of contact for resolution of technology related issues
  • Owns the tickets opened through resolution of the problem, issue or request fulfillment
  • Contacts clients to ensure completion of requests
Qualifications for IT service delivery
  • Extensive track record of successful infrastructure delivery
  • Comprehensive knowledge of performance measures and the impact on organizational performance
  • General knowledge of all the technical towers within BPT
  • 5+ years of experience leading or assisting team-based projects
  • 5+ years of experience with word processing, presentation and spread sheet applications software, Excel, PowerPoint
  • Life Sciences industry (or comparable industry) experience with regulatory, risk, and compliance requirements, , SOX, 21CFR Part 11, HIPAA

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