IT Service Delivery Manager - Blue Bell, PA

The IT Service Delivery Manager will oversee the daily operations of the PMA Service Desk, while managing key ITSM processes to deliver efficient, high-quality service across the organization. This role involves leading the service desk team, optimizing customer support workflows, and ensuring service levels are met or exceeded. Additionally, the manager will be responsible for processes such as incident, change, request and problem management, ensuring alignment with business objectives and adherence to service level agreements (SLAs). A key focus of the role is the continuous improvement of Service Desk support for the organization.

*Responsibilities:

Duties/Task (approx. %):

Team Leadership and Development:

• Lead, mentor, and develop the Service Desk team, fostering a culture of excellence and continuous improvement.
• Provide training and development opportunities to enhance the team's skills and knowledge.
• Conduct performance evaluations and provide regular feedback to team members.

ITSM Process Management:

• Develop, implement, and maintain ITSM processes such as incident management, problem management, request management, change management and service level management.
• Continuously review and improve ITSM processes to enhance service delivery and efficiency.

Incident, Request and Problem Management:

• Oversee the logging, tracking, and resolution of service requests and incidents.
• Ensure that tickets are resolved within agreed service level agreements (SLAs).
• Lead the resolution of major incidents and ensure that they are resolved within agreed timelines.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Ensure that problems are documented and that lessons learned are applied to prevent future incidents.

Continuous Service and Process Improvement:

• Develop and refine service desk processes and procedures to improve efficiency.
• Monitor service desk metrics and KPIs to identify areas for improvement.
• Continuously assess and improve IT service processes and procedures.
• Monitor service performance and make adjustments to improve efficiency and effectiveness.
• Conduct regular reviews of service performance and user satisfaction, identifying areas for improvement.
• Lead initiatives to enhance the quality, reliability, and efficiency of IT services.

Customer Relationship Management:

• Ensure that customers receive timely and effective support.
• Handle escalated issues and complaints from users.
• Maintain high levels of customer satisfaction.
• Serve as the primary point of contact between the IT department and business units.
• Manage customer expectations and ensure that IT services meet or exceed their needs.

Collaboration:

• Work with other IT domains and departments to ensure that IT services meet organizational needs.
• Work with third-party vendors for support and services when required.
  
  
• Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.

• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Strong understanding and experience with IT service management frameworks (e.g., ITIL).
• 7-10 years of experience in IT service delivery, technical support, or IT management roles.
• Hands-on experience managing ITSM processes such as incident, request and problem management.
• Proficient with ITSM tools such as Ivanti, ServiceNow, Jira, or BMC Remedy.
• Demonstrated experience managing service-level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality service delivery.
• Experience with vendor management and third-party service providers is a plus.
• Excellent problem-solving, conflict resolution, and decision-making abilities in fast-paced environments.
• Strategic thinker with the ability to align IT services with business objectives and drive continuous improvement.
• Proven leadership experience with a track record of managing and mentoring technical teams, especially service desk or support teams.
• Strong communication, interpersonal, and stakeholder management skills to collaborate across teams and with users.

*Location Requirement:

Hybrid, minimum 3 days in the office (Corporate Headquarters)