IT Service Delivery Manager
IT Service Delivery Manager
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Salary Not Disclosed
1 Vacancy
Job Description
The IT Service Delivery Manager will be responsible for leading and optimizing the delivery of high-quality IT services. This role is ideal for someone passionate about process improvement service excellence and cross-functional collaboration.
This position will serve our Rheem Enterprise Division located in Atlanta GA.
Responsibilities
IT Service Management
- Oversee the full lifecycle of IT service tickets using ServiceNow.
- Lead the design and optimization of ITSM processes (Incident Change Problem Request).
- Optimize the design of ServiceNow configurations workflows and integrations.
- Drive Problem Management and Major Incident Management processes.
Stakeholder Engagement
- Act as the primary IT liaison for business units.
- Conduct regular service reviews and communicate IT updates.
- Translate business needs into actionable IT service improvements.
Continuous Improvement & Reporting
- Promote a shift left approach to streamline IT support.
- Develop and present service performance dashboards and reports.
- Monitor and improve SLAs customer satisfaction and operational KPIs.
Qualifications
- Bachelors degree in Computer Engineering Information Systems Management Information Technology or equivalent experience
- 7 years of overall experience in IT Service Management preferably in a manufacturing environment.
- A continuous improvement mindset along with an innovative solution-first spirit and an ability to think creatively
- Hands-on experience with ServiceNow and ITSM best practices.
- ITIL Foundation certification required.
- Familiarity with MES ERP or plant-floor technologies.
- Knowledge of Lean or Six Sigma principles is a plus.
- Strong communication leadership and problem-solving skills.
- Strong written and verbal communications skills
- Strong effective teamwork and collaboration skills
- Willingness to provide non-business hour support (remote and onsite) and participating in a rotating on call schedule
- Willingness to travel on company-related business to various Rheem locations conferences training etc.
Preferred Qualifications:
- Masters Degree in Information Technology Computer Engineering Information Management Systems Business Administration or related field
- Leadership experience and a passion for leading change
- IT General Certifications in Networking and Security
- Global manufacturing industry experience
#LI-Onsite
Required Experience:
Manager
Employment Type
Full-Time
