MANAGER IT SERVICE DELIVERY

REPORTS TO: Director Business Applications

SUPERVISES: Help Desk / Service Desk Support Staff

Authorities / Responsibilities

Manager IT Service Delivery will be responsible for ensuring the delivery of high-quality services for our internal IT stakeholders and business partners. This encompasses IT end-user support, IT service desk, and VIP services. This role's primary objective is to achieve the critical value and performance indicators' targets consistently over time. This core objective will be met by working closely with our internal key resources and external partners, ensuring end-to-end orchestration, in the context of a ‘One Desk' transformation for IT end-user services. The IT Service Delivery Manager is essential in delivering optimal services that meet desired business outcomes.

• Supervise delivery with internal stakeholders, facilitating any decision or escalation, focusing on customer satisfaction.
• Organize monthly, quarterly, and yearly business reviews with internal stakeholders and suppliers and develop relationships and feedback channels to continuously improve the IT services.
• Define and track the performance of services and related solutions and processes and implement reporting on SLAs & KPIs
• Define and follow up the financial picture of service delivery, focusing on the cost-effectiveness of the covered services.
• Coordinate actions from platform teams in driving the overall performance of the services in customer satisfaction and cost-effectiveness.
• Develop strategic relationships with internal IT / Business area stakeholders as well as external partners/vendors.
• Share with internal IT and Business stakeholders’ products, platforms, and suppliers’ roadmap information and secure relevant internal/external suppliers’ delivery, with regular review of priorities.
• Lead a community of key dedicated support services contributors in ( IT VIP service Lead, IT Service Desk Service Lead, …. etc.), accountable for the proper capacity management of the resources contributing to the various teams driven by the development and coaching of team members.
• Oversees 100% of requests, incidents and problems
• Manages and coordinates urgent complicated support issues
• Acts as escalation point for all requests and incidents
• Develops processes to comply with company policies
• Establishes best practices and standard procedures
• Determines root cause of issues
• Trains, coaches, and mentors help desk technicians
• Organizes and ensures subject matter expertise and cross training
• Builds training material and organizes training discussions for staff
• Creates documented procedures for PC distribution
• Provides input to company policies
• Coordinates large efforts for desktop rollout projects
• Develops continuous process improvements
• Research technologies to improve end user service
• Work with other IT organizations to improve service processes
• Manage internal SLA’s and performance metrics
• Review survey results and correspond with dissatisfied end users
• Maintains high level of customer satisfaction
• Responsible for enforcement of IT asset policies and data security on assets in service queue.
  
  

Qualifications / Knowledge / Experience

• BA / BS Degree or equivalent work experience required
• Ability to obtain and maintain appropriate security clearances
• 3-5 years managing a technical service desk required
• Knowledge of ITIL, ITSM or ISO 20000
• Experience implementing or upgrading helpdesk software
• Proficiency with Microsoft, VMware, and Citrix Desktop Products
• Familiarity with desktop virtualization
• Microsoft, ITIL, or Service professional certification
• Demonstrated skills as a Team Builder and motivator
• Ability to work and function adequately in a team environment.
• Excellent demonstrated social skills.
• Ability to prioritize workflows.
  
  

TOOLS: MS Office and other tools as needed.

DIRECTION EXERCISED: NA

DISCRETION EXERCISED: Work within Austal Standards at the direction of the Director Information Technology

LIAISES WITH: End Users, IT Leadership, Business Areas, and External Technical Support partners

Additional Guidelines

• The ability to obtain and maintain a DoD clearance may be required if deemed necessary in the scope of your position responsibilities.
• All candidates must meet Austal USA's basic employment eligibility guidelines:
• 18 years of age or older at time of application.
• Able to provide proof of US Person Status
• No felony convictions of theft/deception or violent crimes within seven years from disposition date
• Willing to submit to a drug screen
• Willing to submit to a background check
• Willing to get vaccinated if the Company or Customer requires
• Ability to travel 10% of work time
  
  

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to humid conditions, bright flashing lights, moving mechanical parts, high precarious places, outside weather conditions, and extreme heat. The employee is occasionally exposed to fumes and/or airborne particles at or below the PEL, toxic or caustic chemicals, and heat and cold. The noise level in the work environment is usually very loud, + 90 dB.

Equal Employment Commitment

Any qualified individual with a disability who is having difficulty in completing an application because of incompatible technology or other disability-related application issues may contact us at the following phone number for assistance: 251-445-1932.

Austal’s commitment to equal employment opportunity applies at all levels of employment, in all job titles, including the executive level, and to all employment actions, including but not limited to decisions concerning recruitment, hiring, training, and promotion.