I&D Service Delivery Manager - IT Operations

Envision Employment Solutions is currently looking for an I&D Service Delivery Manager for one of our partners, a global leader in the chemical industry field.

Job Summary:

The IT Service Delivery Manager - IT Operations manages network performance and identity access management support, ensuring optimal network operation, data security, regulatory compliance, and operational efficiency. Their primary objective is to deliver efficient and effective IT operations support, promptly handling incidents and service requests to maintain business continuity and meet service level agreements while complying with access management and security requirements provided by IAM.

Responsibilities:

• Network Performance Management:
• Monitoring and managing network performance to ensure optimal operation and minimize downtime.
• Implementing measures to optimize network efficiency and scalability as per business requirements.

• Identity Access Management (IAM) Support:
• Overseeing IAM processes and systems to manage user identities, access permissions, and authentication mechanisms.
• Ensuring compliance with access management policies, regulatory requirements, and security standards.

• Data Security and Regulatory Compliance:
• Implementing and maintaining data security measures to protect sensitive information and ensure compliance with regulatory standards, such as GDPR, HIPAA, or PCI DSS.
• Conducting regular security audits and risk assessments to identify and mitigate security vulnerabilities.

• Operational Efficiency:
•   Streamlining IT operations processes and procedures to enhance efficiency and effectiveness.
•   Implementing automation and optimization strategies to improve operational performance and reduce manual effort.

• Incident Management:
• Promptly responding to and resolving IT incidents to minimize service disruptions and ensure business continuity.
• Implementing incident management best practices, including incident prioritization, escalation, and resolution tracking.

• Service Request Management:
•  Managing service requests from end-users, including provisioning access rights, setting up new accounts, and providing technical support.
• Ensuring timely and effective resolution of service requests in alignment with service level agreements (SLAs).

• Service Level Agreement (SLA) Management:
• Monitoring and managing SLAs for IT operations support, ensuring that service delivery meets agreed-upon performance targets and quality standards.
• Reporting on SLA performance metrics and taking corrective actions as needed to address deviations.

• Collaboration and Communication:
• Collaborating with cross-functional teams, including IT teams, business units, and external vendors, to address operational requirements and service delivery issues.
• Communicating with stakeholders to provide updates on IT operations performance, incident resolution, and service request fulfillment.

• Continuous Improvement:
• Identifying opportunities for process improvement and optimization within IT operations.
• Leading initiatives to enhance operational efficiency, automate repetitive tasks, and implement best practices.

• Team Leadership and Development:
• Leading and mentoring a team of IT operations professionals, including network engineers, IAM specialists, and support staff.
• Providing coaching, training, and professional development opportunities to enhance team capabilities and performance.

• Bachelor’s degree in computer science, Information Technology, or related field.
• 12+ years of experience in IT operations management, with a focus on IAM and network performance.
• Experience in ITSM platforms
• Certification such as CISSP or CCNA is preferred.
• Certification in ITIL Foundation is a must
• Advanced knowledge of IAM systems and protocols.
• Demonstrates advanced proficiency in IAM and network performance management.
• Proficiency in network performance monitoring and troubleshooting.
• Strong understanding of ITSM and ITIL principles and incident management processes.
• Excellent oral and written communication and leadership skills.
• Analytical mindset with the ability to identify and address complex technical issues.

Skills:

• Advanced knowledge of IAM systems and protocols.
• Proficiency in network performance monitoring and troubleshooting.
• Strong understanding of ITSM and ITIL principles and incident management processes.
• Excellent oral and written communication and leadership skills.
• Analytical mindset with the ability to identify and address complex technical issues.