Service Delivery Manager
Service Delivery Manager
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Job Description
Every career journey is personal. Thats why we empower you with the tools and support to create your own success story.
Be challenged. Be heard. Be valued. Be you ... be here.
Job Summary
The Service Delivery Manager will lead provide direction for End User Services team coordinate with counterparts and stakeholders and strategically align with End User Services leaders. This role will demonstrate superior professionalism calm demeanor and strong people management skills.Essential Job Functions
Oversee governance by tracking and analyzing daily service delivery SLAs reporting findings and escalating issues to senior management. Supervise lifecycle activities including incident management compliance audits software licensing and upgrades. Lead a team of service delivery specialists exemplifying positive customer service and client relationship skills. - (35%)
Monitor tools such as ServiceNow and SCCM for performance SLAs and hardware/software lifecycle. Exercise attention to detail and accuracy by analyzing data and drawing conclusions based upon the data. Provide mentoring and feedback to team members where necessary to meet agreements. - (20%)
Build and foster strong relationships with information technology business user groups and service providers to assess internal needs improve service and/or resolve issues/concerns with the quality of services provided. Demonstrate excellent communication skills in dealing with internal and external customers and business partners. - (15%)
Provide leadership of End User Services associates through mentoring training and corrective action as needed. Work with other business units to identify and resolve issues when needed. Identify innovative technologies for use and look for ways to improve use of existing technologies for end user needs. Maintain vendor relationships for procurement support and staffing as needed. - (10%)
Oversee daily IT Service Desk operations along with another Service Delivery Manager ensuring efficient support for end-users and clients. Manage an MSP Service Desk implement best practices and monitor service metrics. - (10%)
Ensure timely resolution of incidents and service requests maintaining high customer satisfaction. Collaborate with IT teams to address issues and improve service quality. Develop and enforce SLAs continuously enhancing service desk capabilities. - (10%)
Minimum Qualifications
Bachelors Degree
7 years in service delivery or end user services
3 years in leading projects mentoring and/or coaching demonstrated SME in department
Preferred Qualifications
Masters Degree
9 years experience with ServiceNow or other comparable IT service management tool
Skills
Relationship Management
Detail-Oriented
Communication
Team Management
ITSM practice
Managing service desk functions
Hands on in word & excel reporting & documentation trend analysis metrics SNOW
Reports To: Senior Manager and above
Direct Reports: 2 - 5
Work Environment
Normal office environment hybrid.
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time the Company reserves the right to add and/or delete essential functions from this job at any time.
About Bread Financial
At Bread Financial youll have the opportunity to grow your career give back to your community and be part of our award-winning culture. Weve been consistently recognized as a best place to work nationally and in many markets and were proud to promote an environment where you feel appreciated accepted valued and fulfilledboth personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
To learn more about Bread Financial our global associates and our sustainability commitments visit or follow us on Instagram and LinkedIn.
All job offers are contingent upon successful completion of credit and background checks.
Bread Financial is an Equal Opportunity Employer.
Job Family:
Information TechnologyJob Type:
RegularRequired Experience:
Manager
Employment Type
Full-Time
