IT Service Delivery Manager

Responsibilities Responsible for the implementation and management of the ITSM Problem Management process. Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of Critical Incidents and initiating the Problem Management cycle. Collaborate with architecture, development, and engineering teams to identify the root cause for recurring incidents and create an action-plans for resolution and to prevent repeated incidents. Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets. Record, coordinate, and report on progress of Problem ticket tasks from Post Incident Reviews, and RCA's. Act as a Major Incident Manager during Critical Incidents, Crises, and other broadly impacting events. Manage incident bridge calls, facilitating incident chats with close to real time information, escalation to management and driving work-streams to mitigate an incident. Develop and enrich restoration procedures to mitigate future outages and business disruptions. Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization. Metrics & Reporting Establish metrics and reporting with contributions from ITSM process owners. Define critical success factors and key performance indicators (KPI) for the processes. Track and analyze trends and generate statistical reports. Perform trend analysis to anticipate potential problems for proactive resolution. Communications Write timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues on a timely basis to senior management. Send executive communications to a global audience providing accurate details of the incident and impacts to the business. Qualifications Bachelor's degree in information technology, computer science or related discipline, or equivalent experience. Five years of technology and related management experience, including IT Service Management experience. Five years of experienceworking with cross-functional teams and staff of all levels including managed service providers. Minimum of 3 years of Incident/Problem Management Experience ITIL v3 certification and formal training in ITIL/ITSM plus equivalent work experience. Familiarity with System Development Lifecycle Methodology (SDLC) Track record of developing and providing SLAs & KPI's. Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business Preferred Qualifications Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architecture of business applications. Experience with setting up and maintaining a Known Error database. Familiarity and practical application of advanced principles of ITIL/ITSM. Master's degree in information technology, business administration or related field. Experience with service management across different locations and a multi-sourced environment. Knowledge of business and technology trends for service management. Experience with BMC tools (Remedy, Smart IT) Experience with Service Now Familiarity with Jira Experience with agile development methodologies, scrum and Kanban. Experience with audit and controls process Demonstrated progressive experience in the management of a technical support team.
Salary Range: NA
Minimum Qualification
5 - 7 years

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