IT Service Delivery Manager
Remote CO or Remote TX
Annual Compensation: $120,000 - $130,000 DOE
Why Choose GMR? Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you’ll embark in meaningful work that will make an impact on you and the customers we service. View our employees’ stories on how we provide care to the world at www.AtaMomentsNotice.com.
Overview
The IT Service Delivery Manager will be comfortable understanding IT Infrastructure and Operations, have an appetite for research and gathering data insights, a high level of comfort working with cross functional partners, and a strong analytical mindset. As a subject matter expert in service management, the ITIL consultant will have a targeted focus on Change and Configuration Management processes, Incident Management, also Training and Process Documentation.
Summary / Responsibilities:
• Key Ownership: Service Management, Incident Management, Problem Management, Change Management and Configuration Management
• Tracking, Reporting and Management of the aforementioned key pillars, with a direct relation to improvement tied to people, process and/or technology.
• Manage the overall performance and governance of the TSAs and Statements of Work.
• Manage the day-to-day service delivery in accordance with requirements and SLAs.
• Prompt identification and resolution of Service Delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
• Install all Service Delivery processes and Service Level reporting mechanisms.
• Experience reporting at engineering levels to leadership levels.
• Support Operations teams in delivering continuous improvement and productivity/quality gains.
• Flag and escalate business risks timely to IT Leadership.
• Prepare and analyze cross-functional IT process documentation and process flows, perform gap analysis between as-is and to-be processes against desired or best practice, and make recommendations for standardization.
• Develop standardized methods and procedures in accordance with ITIL/ITSM.
• Partner with cross-functional teams to ensure IT processes are understood, adhered to, and improved.
• Understand the IT organization structure, skill sets, and Policies & Procedures and assure compliance with standards and internal IT processes.
• Provide project management and delivery of ITSM related services.
• Develops, with IT leadership, strategic enterprise wide plans for policies, practices, and technology enhancements consistent with business requirements and IT resources.
• Adhere to all company policies and procedures.
• Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.
• Mentor employees, conduct performance evaluations, counsel and provide disciplinary actions to assigned personnel, and works to facilitate individual and team development that drives positive results. Champion affirmative action efforts in all aspects of employment, including but not limited to staffing, training, promotion, etc. Responsible for compliance with and enforcement of company/department policies and procedures.
• Key Relationships: Part of the critical responsibility of the Manager, IT Service Delivery is to successfully interact with various other individuals including, but not limited to: Project Manager, Functional Business Users, Functional Department users, Department Heads, IT Account Managers, Service Desk Managers, and the Training and Implementation team.
• Perform other duties as assigned by management.
Qualifications:
Education & Industry Experience
• 5+ years of ITSM work experience and process management.
• Expert understanding and experience with ITIL framework and ITSM best practices.
• Technical proficiencies in Office 365, MS Visio, ServiceNow, and Tableau/Power BI.
• Strong technical writing and process documentation skills.
• Multi-tasking and organizational skills is a must.
• Self-motivator that can work with little direction.
• Proven ability to navigate the technology environment and work effectively with multiple groups.
• Experience working in M&A / divestiture environments is preferred.
• B.S. degree and/or ITIL certification is preferred.
• Familiar with a variety of IT field support concepts practices and procedures.
• Detailed knowledge of business systems and problem solving.
• Applicant is expected to have knowledge of commonly used concepts, practices and policies within the information services field.
• Relies on extensive experience and judgment to plan and accomplish goals.
• A wide degree of creativity and latitude is expected.
• Effective oral, written and interpersonal communication skills.
The application window for this position is anticipated to close on October 1, 2024.
Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.
EEO StatementGlobal Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
Check out our careers site benefits page to learn more about our comprehensive benefit options, which include medical, vision, dental, 401k, disability, FSA, HSA, EAP, vacation and paid time off.
