Manager - Corporate IT (Service Delivery)

Key Responsibilities

Service Level Management : Manage complete service delivery for End User and Asset Management, ensuring adherence to security compliance, SLAs, and high-quality standards.

ITSM Tool Management : Oversee changes, implementation and management of ITSM tools (BMC Helix, BCM) to streamline service operations and reporting.

Cross-Functional Collaboration : Cultivate strong relationships with key stakeholders, VIP users (business leaders), and BU IT teams to identify service needs, align priorities, and collaborate on effective problem-solving.

Incident and Problem Management : Oversee incident and problem management processes to ensure prompt resolution of issues and minimize impact on end users. Coordinate with technical teams to resolve incidents and manage service requests effectively.

User Satisfaction (CSAT) : Ensure exceptional customer satisfaction by actively monitoring service performance, addressing user feedback, and implementing improvements to meet and exceed user expectations.

Asset Lifecycle Management : Oversee the entire lifecycle of IT assets, from procurement to disposal, ensuring compliance with policies and maximizing asset utilization.

User Training and Support : Develop and implement training programs and resources for end users to enhance their experience and proficiency with IT services.

Innovation and Technology Adoption : Evaluate, recommend and implement new technologies and tools that can enhance End User service delivery and improve experience.

Continuous Improvement Initiatives : Conduct regular reviews with BU IT Teams and key stake holder and communicate service performance updates. Identify opportunities for process improvements and lead initiatives aimed at enhancing End User service delivery.

Who will you partner with?

Your manger :

You will report to GM Corporate IT

Your team :

You will have a team of 2-3 direct reports and an outsourced vendor team. You will also have an opportunity to partner with and learn from colleagues across the Corporate IT Team.

Other partners :

Internal : Cloud Apps & Infra Team, CoEs, BU IT Teams

External : Product Vendors, Technology Partners

Who are we looking for?

Key Skills (Must Have)

Leadership and Team Management : Proven ability to lead, mentor, and develop a high-performing End User team.

Service Management Expertise : Certifications in ITIL or related service management frameworks. In-depth knowledge of ITIL and ITSM tools to drive best practices in service delivery and support.

Technical Knowledge : Familiarity with IT systems, tools, and software used in end-user environments.

Customer Service Orientation : Strong focus on user experience and satisfaction, with a commitment to delivering high-quality service.

Process Improvement : Ability to analyze workflows and implement enhancements for efficiency.

Collaboration and Interpersonal Skills : Strong relationship-building skills to work effectively with diverse teams and stakeholders across the organization.

Strong Communication Skills : Excellent verbal and written communication skills to effectively interact with stakeholders at all levels, including business leaders and technical teams.

Adaptability and Flexibility : Capability to adapt and Lead changing business needs and technology trends, driving innovation in End User service delivery.

Vendor Management : Develop a systematic approach to resolve vendor-related issues promptly. Regularly assess vendor performance and seek ways to optimize processes.

Key Skills (Nice to Have)

Project Management Skills : Ability to manage multiple projects simultaneously, ensuring timely delivery within scope and budget.

Financial Acumen : Understanding of budgeting and financial management principles to effectively oversee service delivery costs.

Education

A bachelor s degree in computer science, Information Technology, or a related field.

Experience

10 Years in End User, 5 years of experience as End User Operations Manager