10 days old

IT Services Delivery Manager

United Lex
Overland Park, KS 66204
  • Job Code
    30000009

The IT Service Delivery Manager Americas is responsible for the customer experience as well as managing the team that is responsible for supporting new and existing services day to day. Encouraging customer first approach, ensuring a world-class service experience for our clients.



Responsibilities



  • Build Client Relationships across the Americas region

  • Understand business processes, evaluate support needs and provide solutions

  • Ensure that Service Level Agreements and client expectations are met as defined

  • Service Management of end user compute services in Americas region

  • Drive Executive or VIP support process for leadership team in Americas

  • Manage day-to-day a support staff of FTEs spread across multiple locations. Perform manager duties (i.e. evaluations, Hiring, Time/Attendance, etc.)

  • Responsible to execute the role of Major Incident Manager

  • A Team leader with stature to effectively lead and manage a team of Professionals and ensure efficient management of Technology Operations, Process and Policies, End User Compute, Service Delivery for Business, Asset Management, ITSM Tools and Platform, Vendor and Partner Management

  • Enforce/Support/Drive Global Processes as defined globally for the function

  • Capacity Management WRT enough license management understanding the projected business pipeline in mind.

  • Provide input regarding the evolution of technological platforms, and contribute to the definition and evolution of appropriate technological strategies and roadmaps

  • Responsible for procurement, installation and life-cycle maintenance of desktop hardware and software (includes PCs, peripherals, operating systems and other software)

  • Creatively and continuously improve Technology Services processes with approval

  • Perform key duties and support ITIL concepts (i.e. Incident Management, Problem Management, Change Management, Service Catalog & Requests etc.)

  • Support all Information Security Management System activities (i.e. Policy amendments, implementation of controls, periodic audits, etc.)

  • Generate reports Adhoc or as requested for the functional needs

  • UnitedLex is committed to preserving the confidentiality, integrity and availability of all the physical and electronic information assets throughout the organization. Consistent with the UnitedLex ISMS policy and the ISO 27001 standard, every employee is responsible for complying with UnitedLex information security policies and reporting all security concerns, weaknesses and breaches.

Qualifications



  • Excellent customer service skills

  • Excellent communication (written and verbal) and attention to details

  • Knowledge of ITIL & IT services Management

  • Ability to collaborate with an international team

  • Overall 10+ years and a must of 3 years of experience in the Information Technology Service Delivery, End User Compute Services at a manager level.

  • Proven ability to serve as an effective advisory member to the IT leadership team

  • Possess innovative thinking and problem-solving skills to improve Technology processes

  • Should be forward looking and have good knowledge of industry trends and forthcoming technologies in the IT arena.

  • Experience planning, documenting, implementing and continuous improvement of Technology processes

  • Leadership: Ability to mentor and guide staff and be an escalation point when required

  • Good understanding of Microsoft Operating Systems, Microsoft Office, and a wide variety of business and technologies

  • College degree in Management Information Systems, Business or related field.

  • Additional experience above 3-5 years will be considered in lieu of education. Will also accept IT specific trade programs and certifications.






Posted: 2021-01-05 Expires: 2021-02-03
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IT Services Delivery Manager

United Lex
Overland Park, KS 66204

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