IT Service Delivery Specialist Hybrid Dallas Houston TX

AECOM seeks an IT Service Delivery Specialist to join our Corporate IT team. The IT Service Delivery Specialist will ensure our customers needs and expectations are properly understood. This role reports to the AMER Regional IT Service Delivery Manager. The role is expected to have the knowledge and experience to function as a trusted partner to the AECOM business.

This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work to be based in either Dallas or Houston TX.

 Tasks and Responsibilities:

• Take direction from the AMER IT Service Delivery Manager
• Provide day-to-day IT Service Delivery oversight for assigned region (US East or West) including corresponding time zone work hours as needed
• Partner with regional Business Relationship Manager
  • Understand regional issues and challenges.
  • Provide updates on projects and improvement initiatives.
  • Ensure IT audits are logged and completed.
• Report back on regional issues and challenges to their manager.
• Manage escalations within the region.
• Support ongoing and new projects.
• Ensure current ITSM processes are being followed.
• Ensure IT asset management processes are being followed.
• Ensure proper recording documentation and closure of tickets.
• Work closely with AECOMs managed service provider to ensure a high level of service is being provided.
• Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives.
• Drive standardised processes across the region.
• Provide on-call support as part of the Major Incident Management process.
• Document and communicate processes procedures and standards.
• Ensure knowledge articles training and how-to documents are created.
• Track regional Ticket Data and provide updates within the Region.
• Collaborate and contribute to the broader IT goals.
• Identify opportunities for improvement within the region.
• Drive automation where possible.

Qualifications :

Minimum Requirements

• BA/BS plus at least 4 years of relevant experience in IT Service Delivery and ITSM Process management or demonstrated experience and/or education equivalency.
• Incident response experience
• In-depth knowledge of the ITSM process.
• A passion for Service Improvement
• Exceptional customer-facing skills
• Experience working with internal IT delivery teams and external IT service providers.
• Understanding of technologies and infrastructure
• Experience with reporting and reporting tools.
• Ability to manage multiple conflicting priorities and deadlines.
• Strong organizational skills
• Willingness to support and mentor junior staff.

Preferred Qualifications

• Experience with Service Now is strongly preferred
• Experience with Nexthink
• Experience with Windows 11 system
• Experience working with a similarly large global/cross-border team. 
• Experience working in an engineering/infrastructure consulting environment and/or with engineering/infrastructure applications
• Degree in IT engineering business or similar
• Strong written and verbal communication skills with a particular focus on the ability to identify and document IT service mappings technologies and co-dependencies
• Ability to communicate effectively through various levels of the organization including Sr. Leadership

Additional Information :

• Relocation assistance is not available for this position
• Sponsorship for US work authorization is not available for this position now or in the future

About AECOM 

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status AECOM benefits may include medical dental vision life AD&D disability benefits paid time off leaves of absences voluntary benefits perks flexible work options well-being resources employee assistance program business travel insurance service recognition awards retirement savings plan and employee stock purchase plan. 

AECOM is the global infrastructure leader committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities we solve our clients complex challenges in water environment energy transportation and buildings. Our teams partner with public- and private-sector clients to create innovative sustainable and resilient solutions throughout the project lifecycle from advisory planning design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at . 

What makes AECOM a great place to work 

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts youll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills helping you build the career youve always envisioned. Here youll find a welcoming workplace built on respect collaboration and communitywhere you have the freedom to grow in a world of opportunity. 

As an Equal Opportunity Employer we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines. 

Remote Work :

No

Employment Type :

Full-time