IT Service Delivery Manager – End User Services in Indianapolis, Indiana

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Job Title:

IT Service Delivery Manager – End User Services

Pay Grade:

P3

Job Description:

The IT Service Delivery Manager, End User Services serves as the subject matter expert responsible for the daily oversight of Allison Transmission IT client services technologies and all associated support teams, including the Global Service Desk, Desk Side Support, and Desktop Engineering functions. The Delivery Manager has accountability for ensuring efficient and effective daily operations and for maintaining a high degree of satisfaction with end user IT services. Reporting to the Manager of IT Service Operations, the Delivery Manager will work in close partnership with service providers, ITSM process leads, and other IT staff to drive operational excellence, continual service improvement, and achievement of IS&S departmental goals and objectives.

Key Responsibilities

• Provide delivery management oversight for IT support teams who are responsible for all aspects of end user services including service desk, desk side support, workstation imaging and packaging, and workstation deployment.

• Manage operational performance of service providers in accordance with contractual obligations and participate in regular review and adjudication of SLAs as required.

• Manage day-to-day service delivery escalations relative to operational performance of the end user support teams as required

• Participate in end-user hardware evaluation and selection, and procure end user computer and peripheral hardware

• Review and approve end user software requests based on standards, end user justification, and licensing constraints

• Oversee programs for new employee computer deployment and refreshing of aged computers.

• Oversee change management controls of the standard workstation images

• Facilitate cross-team collaboration to drive resolution of complex issues with support from other IT groups as required

• Leverage deep subject matter expertise to identify and lead execution of continual service improvement initiatives with respect to end user services operating processes and procedures

• Serve as process owner and manager for the Knowledge Management Process, chartered with ensuring that sufficient knowledge articles are available as appropriate to Service Desk, L2/L3 support teams, and end users of IT services

• In partnership with IT Service Management staff, ensure technical support teams are operating in adherence with defined IT Service Management Policies and Processes

• In partnership with IT Infrastructure Architecture teams, leverage subject matter expertise to provide input into end user services roadmap planning

• In partnership with IT Project Management Office, leverage deep understanding of end user support requirements to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified services

• In partnership with IT Security, ensure end user computers and technical support teams are operating in adherence with all defined IT Security policies and in compliance with SOX, NIST, and other regulatory standards

• Participate in IT Operations on-call rotation to provide guidance and approvals to technical staff, and communicate meaningful status to IT leadership during Major Incidents

• Regularly review and update Policy, Process, and Procedure documents and ensure all updates are reviewed, approved, and deployed, to include requisite training of all impacted parties and stakeholders.

• Participate in ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities.

  Key Performance Measures

• End user satisfaction with service desk, desktop, workstation imaging, computer refresh, and computer deployment support

• Adherence to device configuration and device security standards

• Service provider SLA adherence for end user services and incident resolution

• Service provider coordination to meet problem resolution and project delivery expectations

• Delivery of end user hardware to meet deployment objectives

  Qualifications

• Ability to communicate effectively (verbal and written) with technical staff as well as senior IT and business leaders

• Demonstrated analytical and problem-solving skills

• Demonstrated ability to effectively manage multiple tasks and priorities

• Working knowledge of ITIL IT Service Management concepts and principles

• Working knowledge of PMP Project Management concepts and principles

• Currently hold ITIL v3 or v4, and/or willing to obtain ITIL v4 Foundations certification within 12 months of employment

  Experience

• 10 + years of relevant experience in the IT industry

• 5 + years of relevant experience in an IT leadership role focused on IT Operations management, technical management, or service delivery management

• 5 + years of experience directly supporting and/or managing teams responsible for the support of 3 or more of the following: Active Directory, Office 365, workstation computers (Windows), service desk, workstation support, workstation device procurement, or workstation imaging.

• 5 + years participating in an IT customer service role

  Scope

• Support 3000 + end user computers

• Support 3000 + employees

• International user base

• Provision 1000 computers/laptops annually

  Travel Requirements

• Minimal

Primary Location:

Indianapolis, IN

Additional Locations:

US – Michigan

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information, please contact us at [email protected] .

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information, please contact us at 317-242-5000.

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.