CMS IT Services - Manager - Service Delivery - EUC/EUS

Role Overview:

As a Service Delivery Manager, you will be responsible for overseeing the delivery of high-quality IT services to clients. You will ensure that service level agreements (SLAs) are met, manage client relationships, and lead a team of IT professionals. Your role will involve strategic planning, process improvement, and ensuring adherence to best practices.

Key Responsibilities:

Service Management:

- Oversee the delivery of managed services to ensure SLAs are met.

- Implement and manage ITIL processes, including Incident, Problem, Change, and Service Level Management.

- Monitor and report on service performance metrics.

Client Relationship Management:

- Act as the primary point of contact for clients regarding service delivery.

- Manage client expectations and ensure high levels of customer satisfaction.

- Conduct regular service review meetings with clients.

Leadership:

- Lead a team of IT professionals, providing guidance and support.

- Foster a collaborative and high-performance culture within the team.

- Manage team performance and development.

Process Improvement:

- Identify opportunities for process improvements and implement changes to enhance service delivery.

- Ensure adherence to ITIL best practices and continuous improvement initiatives.

- Develop and maintain service documentation and procedures.

Strategic Planning:

- Develop and implement strategies for service delivery to align with business objectives.

- Work with senior management to define service delivery goals and objectives.

- Manage budgets and resources to optimize service delivery.

Change Management:

- Oversee the change management process to ensure changes are implemented smoothly.

- Evaluate and approve change requests, ensuring minimal impact on services.

- Communicate changes to clients and stakeholders.

Service Reporting:

- Prepare and present service performance reports to clients and senior management.

- Analyze service data to identify trends and areas for improvement.

- Ensure accurate and timely reporting of service metrics.

Qualifications and Skills:

- Bachelor's degree in information technology, Computer Science, or a related field.

- ITIL certification (Foundation or higher) is preferred.

- Proven experience in a service delivery management role, preferably in managed services.

- Strong understanding of ITIL best practices and service management processes.

- Excellent client relationship management skills.

- Strong leadership and team management abilities.

- Analytical and problem-solving skills.

- Excellent communication and presentation skills.

- Ability to work under pressure and manage multiple priorities.

This role will be critical in ensuring the successful delivery of IT services, maintaining high client satisfaction, and driving continuous improvement in service delivery processes.