The Manager, IT Service Delivery is responsible for leading and managing the IT Service Delivery team, including the Service Desk and PC Support (Tier 1) teams, as well as offshore resources providing similar services. This role ensures high-quality, consistent IT support across a large, distributed enterprise environment. The ideal candidate will have experience in enterprise IT operations and service delivery within complex organizations.
Key Responsibilities
Team Leadership & Management
Lead and develop the IT Service Delivery team, including Service Desk and PC Support staff.
Manage offshore resources to ensure alignment with service standards and performance expectations.
Foster a culture of accountability, collaboration, and continuous improvement.
Service Delivery & Operations
Oversee day-to-day IT support operations for corporate offices, properties, and kiosks.
Ensure timely resolution of incidents and requests in accordance with established SLAs.
Manage onboarding processes and property support activities.
Performance & SLA Management
Monitor and report on key SLAs, including:
PC replacements
Network downtime
Kiosk outages
Onboarding timelines
Property support responsiveness
Implement strategies to improve service performance and customer satisfaction.
Process & Standards
Drive adherence to ITIL best practices for incident, request, and problem management.
Collaborate with other IT teams to ensure seamless service delivery across the enterprise.
Identify opportunities for automation and process optimization.
Vendor & Offshore Coordination
Manage relationships with offshore service providers and ensure compliance with contractual obligations.
Coordinate resource allocation and workload balancing between onshore and offshore teams.
Public Storage
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