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Director, ITIL Service Delivery

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Location
Greensboro, NC
Job Type
Direct Hire
Date
Oct 11, 2016
Job ID
2001988

The Director of Service Delivery and Management for the Global IT Customer Service provides leadership and direction for a team of specialists and analysts that perform fulfillment of customer service requests, which include PC procurement, order and support of cell phones/blackberries/PDAs and other wireless devices, software pushes, service management tool administration and support, Customer Service tool reporting, and processing of resource requirement requests from users for new hires, transfers, terminations as well as access to folders, additional hardware and software requests.

Other responsibilities include ITIL process configuration, implementation and ongoing continuous improvement, service management tools upgrade/maintenance/administration, knowledge management, incident, problem, configuration, and asset management processes as well as reporting of key metrics against these processes and service management tools.

 

The manager has operational readiness responsibilities for the service delivery team, which includes technical staff skills development, day-to-day staff assignments and supervision, staff recruitment, retention, discipline, coaching, performance improvements and terminations as necessary.
DIMENSIONS:

Staff Size:                Manages 8-15 associates

Oversees:                All Tier 1, Tier 1.5 and Tier 2 shifts (24x7)

 

Principal Duties (*indicates essential functions)

  • Procurement and support of PC hardware, cell phones, blackberries, PDAs and other wireless technologies in addition to the supplier vendors
  • Compiles and writes training material and conducts training sessions on service management processes and procedures
  • Monitoring quality of services and proposals to improve IT Customer Service
  • Conducts quality audits (internal to IT Customer Service team and across other IT teams)
  • Review customer complaints regarding service delivery and quality
  • Support external audits such as PCI and SOX
  • Perform process improvement and re-engineering to support Customer Service processes via knowledge reviews, desk studies, and policies using DMAIC methodologies and supporting ITIL frameworks.
  • Maintains and enforces service delivery standards,  policies and procedures for group.
  • Enforces change control procedures in alignment with  best practices using ITIL framework Follows up and monitors using reporting tools,     checking progress against targets within Service Level Agreements, report      as necessary, taking action to resolve exceptions.

Knowledge, Skills and Abilities:

  • Thorough knowledge and understanding of ITIL best practice
  • Implementation of ITIL best practice processes, especially Incident, Problem, Change, Knowledge, Asset and Configuration

Understanding other process frameworks in developing process efficiencies from CMMI, CoBit, Six Sigma, etc

Education / Experience Requirements:

1.       Education: Bachelor degree in Computer Science, Information Systems or related discipline OR equivalent relevant experience in addition to the minimum experience requirement.

2.       Experience: A minimum of five years professional and progressively increasing leadership experience within Information Technology with most of the experience in providing leadership for service delivery and/or service support functions.  In addition, a minimum of two years experience in process/project management and customer service with direct accountability for management of human resources involved in establishing processes and standards.  The ideal candidate will have experience in multiple process frameworks such as ITIL, CoBit, Six Sigma, etc. including implementation and measurement.

3.  Additional Training/Certification:  ITIL Foundations certification required. ITIL practitioner certification, CoBit certification or Six Sigma Green Belt is a plus.