IT Service Delivery Manager Job Description

IT Service Delivery Manager Job Description

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IT service delivery manager provides expertise for the design and development of information technology (IT) systems, within all levels of complexity.

IT Service Delivery Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Prepare and facilitate the monthly Change Advisory Board (CAB) meetings to prioritize IT work together with the key business stakeholders
Actively manage, plan, prioritize, and follow-up on all phases of project work and change requests ensuring that personnel efforts are focused on business priorities
Lead a team of staff or outsourced vendor to manage and monitor all elements of Service Desk operations proactively to ensure availability and stability of the client workplace
Manage procurement of hardware, software and support services
Monitor and execute Global IT policies, security and standards
Act as the Subject Matter Expertise (SME) to provide support and advice to Service Desk operations
Act as the 1st escalation point to all support calls / service requests
Improve Service Quality and Customer Satisfaction, implement service improvement initiatives
Manage critical incident and user communications to all users in Japan Office
To manage IT Assets and Contract

IT Service Delivery Manager Qualifications

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

Licensing or Certifications for IT Service Delivery Manager

List any licenses or certifications required by the position: ITIL, PMP, MCSE, PMI, MCSA, MCP, LEAN, CAPM, TOGAF, PRINCE2

Education for IT Service Delivery Manager

Typically a job would require a certain level of education.

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

Skills for IT Service Delivery Manager

Desired skills for IT service delivery manager include:

ITIL disciplines
Emerging technology trends
Industry best practices
Solution methodologies
Having campus-wide scope and impact
Installation and maintenance of IT systems typically of a high degree of complexity
Skills in the development
Equivalent tools
Healthcare industry regulations
Help desk ticketing systems and typical service desk workflow

Desired experience for IT service delivery manager includes:

During service hours the Incident Management Specialist has to respond to urgent eMails and phone calls in a timely manner, in case of unplanned outages
Work with SSC AP team to delivery and maintain Infrastructure Support Services such as Servers, Network, Data Center Operations
Mentor and coach staff and ensure their professional development through continuing education and professional affiliations/associations
Degree in Information Technology-related course
Certification in ITIL, PMP/CITPM and Microsoft technology
Experienced in IT shared service environment

IT Service Delivery Manager Examples

1

IT Service Delivery Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of IT service delivery manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for IT service delivery manager
  • Provide day to day operational oversight, information dissemination, question and issue resolution
  • Develop and/or validate Change Requests and BPOs
  • Serve as IT Asset Management Coordinator, by managing the delivery process for assets in Altiris
  • Ensure compliance to Security server scans in collaboration with the Sector SISO
  • Interface regularly with enterprise and sector infrastructure project teams
  • Meet cost and schedule targets and quality requirements, including program performance, customer satisfaction and financial performance
  • Adjudicate and approve PC admin rights requests
  • Partner with the ITOD to deliver direct service provider support (IIS, in-sourced and out-sourced) to ensure the delivery of high quality services, performance to budgets and schedules and compliance with Service Level Objectives (SLOs)
  • Ensure world class levels of Computer Security, Business Continuity and Disaster Recovery
  • Oversee the BIA and ISCP compliance
Qualifications for IT service delivery manager
  • College degree in computer science, MIS, or a related field or equivalent education and experience is required
  • Bachelor’s degree in IT Management, Computer Science, Engineering or related discipline or equivalent work experience
  • Bachelor’s degree in MIS, Computer Science, Engineering or related discipline or equivalent work experience required
  • Six yrs of enterprise systems support experience demonstrating high level of responsibility supporting BU applications, infrastructure, and/or networks
  • Experience managing highly technical organizations with 10 direct reports
  • Experience managing NetApps storage appliances both standalone and in FlexPod configurations
2

IT Service Delivery Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of IT service delivery manager. 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 manager
  • Participate in the cross fertilisation of knowledge in the Stockhom to improve the efficiency of the team and evolve the roles (Including own role)
  • Support and work closely with the Nordic Account Management team to manage priorities in the region and build customer relationships
  • Incident/request and escalation management
  • Customer satisfaction and customer management
  • Following up if service delivery is not meeting expectations and ensuring improvements are done
  • Act as escalation point for customer
  • Successful service delivery including SLA achievement in cooperation with Service & Application Management team
  • Excellent to build bridge and relations between business and Global IT
  • Management of minor projects
  • Resource Management – Mentors and provides leadership to IT support personnel
Qualifications for IT service delivery manager
  • Good understanding of online and offline IT tools
  • Experience leading specific projects
  • Proven experience with developing and enrolling IT plans and strategies
  • Experience in architecting the Technology infrastructure via understanding of on premise and cloud based infrastructure components
  • Experience developing and maintaining technology roadmaps in concert with IT architecture and line of business partners
  • Minimum 3+ years of experience working as Service Delivery Manager, preferably in an international environment
3

IT Service Delivery Manager Job Description

Job Description Example
Our innovative and growing company is hiring for an IT service delivery manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT service delivery manager
  • Lead the annual continuous improvement for IT sourcing agreements with Service Providers
  • Accountable for metric/performance reporting approach
  • Accountable around all aspects of Service Provider Performance Management, including escalation and SLA management
  • Conducts cost/benefit analysis and identifies value leakage with Service Providers
  • Provides consistent monitoring & reporting across Service Providers
  • Implements common tooling to integrate processes and data transparency across all service providers
  • Provides proactive guidance and advanced training to the BPT service delivery teams on governance processes
  • To collaborate on Global IT Projects roll-outs
  • Participate in the development of service level agreements and in the ongoing management of service level compliance and operational performance reporting
  • Responsible for recruitment, development and retention of Service Desk and Desktop Services staff
Qualifications for IT service delivery manager
  • Hands-on experience with PC configuration, printers
  • Master’s degree or equivalent desired
  • Build and maintain customer and supplier relationships both internally and externally.Conduct customer and supplier service review meetings covering performance, service improvements, quality and processes
  • Act as the second internal line of business escalations relating to IT service
  • The Service Desk is a six days per week operation, as such the Service Delivery Manager will be expected to provide on-call cover Monday – Saturday
  • Play a key part in any RFP processes with potential new suppliers
4

IT Service Delivery Manager Job Description

Job Description Example
Our growing company is looking to fill the role of IT service delivery manager. 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 manager
  • Onsite IT Escalation Resource/Team Lead for issues and actions requiring Client IT Interaction
  • Engages staff in a way that supports high performance
  • Understands and supports the client's leadership philosophy and culture
  • Accomplishes financial objectives by forecasting
  • Report on program performance at local and global levels (have the ability to effectively communicate factual information to project team, executives project stakeholders)
  • Participate in the selection and on-boarding process for new IT staff by conducting candidate review and participating in the interview process
  • Work in close cooperation with the leaders of designated business units to define, develop, implement, and support the appropriate technology stack, security and communications solutions to meet the needs of the business
  • Act as the primary connection between Technology and the designated business units for all aspects of operational service level management
  • Ensure that the expectations of the designated business units with respect to services provided by the Technology organisation are managed appropriately
  • Develop and enhance relationships with business, actively managing expectations & monitoring satisfaction levels
Qualifications for IT service delivery manager
  • Must have experience working with 3rd party contractors and managed service providers in the United States internationally
  • 5+ years progressively responsible experience in technology service/support management
  • 3+ years leading a technical services support team
  • Creating, implementing and Service Management policies and their underpinning work flows
  • ITIL v3 Foundations certification preferable with ability to obtain certification within first six months of employment
  • Experience with Service Provider Governance processes
5

IT Service Delivery Manager Job Description

Job Description Example
Our innovative and growing company is looking for an IT service delivery manager. 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 manager
  • Act as a connection between Technology organisation and the designated business units for all aspects of operational service level management
  • Work in close cooperation with the leaders of designated business units to define high level IT business requirements noting that in many cases this will involve engaging the appropriate member of the Service Delivery team to liaise with the business units
  • Develop and enhance relationships with business units, actively managing expectations and monitoring satisfaction levels
  • Ensure the efficient and effective operation of the business unit’s technology services in accordance with applicable standards, policies and procedures.Manage and/or participate in the planning, prioritization and delivery of technology projects in the designated business units as needed
  • Promote a culture of continuous improvement and customer service excellence
  • Serve as the point of escalation for challenging and unresolved problems and or incidents
  • Ensure IT systems, hardware and software comply with life cycle replacements schedules
  • Responsible for ensuring that the onboarding and exit process of employees is completed in a timely and efficient manner in accordance with the Global Technology standards
  • Maintain compliance and awareness of the Baker McKenzie policies and procedures with special attention to security issues, asset control and licensure
  • Establish a relationship with clients for assigned accounts
Qualifications for IT service delivery manager
  • Excellent written and verbal communication skills, , developing and delivering execute presentations to the CIO
  • BA/BS degree in Information Technology, Business Administration, or related area (or equivalent experience)
  • Requires some budgeting, analysis and forecasting
  • Must possess above average skills with company-standard desktop and mobile applications
  • Thorough knowledge of Service Management principles and Project Management principles (e.g., business case development
  • Strong understanding of ITIL functions, processes and roles

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