IT Service Delivery Manager - Americas

As a key member of the DTS IT Service Delivery team, the Americas IT Service Delivery Manager role is responsible for:

• Proactively managing the support of the IT estate and end user services within the Americas time zone and region.
• Working as part of Enterprise Technology Services to support and protect the company’s electronic assets, irrespective of region.
• Working with key members of the business within the region to feed new requirements into the IT business partner team and ensure the overall IT needs of the business in the region are met from a service perspective.

This role requires excellent communication and people management skills as well as the ability to work across regions with peers and colleagues as a team player. Knowledge and experience of working within ITIL-aligned service environments is required.

Tasks and responsibilities

IT Service

• Owns and manages incidents, major incidents, service requests and problems with the region ensuring all information is updated accurately on the IT Service Management toolset (ServiceNow) and regular updates are made to the business in an appropriate manner. Flags issues with global vendors, as necessary. Accountable to produce post-incident reporting for internal management and audit compliance.
• Manages IT Security incidents as per the IT Security process, in cooperation with our internal IT Security team and other vendors as required.
• Acts as the champion of IT customer service within the region ensuring services run and perform adequately from their devices; flag any work that requires to be resolved to the correct resolving team and assists in prioritizing the workload.
• Proactively manages IT Service within the time zone. Ensures any service trends are raised as problem tickets and actively participates within the problem management process, with the goal of driving down the number of incidents.
• Ensures any infrastructure services and devices in the region adhere to global standards and regularly audits the environment to check and address anomalies.
• Ensure releases are planned within Control Risks IT and managed to deliver optimum benefit to our customers and minimize the likelihood of release related incidents upon business services and infrastructure.
• Ensure all process data sets including “Joiners, Movers, Leavers,” asset register, etc., are maintained and remain accurate, for all locations where the Americas IT Service Delivery has responsibility and/or oversight duties
• Establishes excellent relationships with peers on a global level, ensuring support services are provided consistently to the business on a global basis.
• Where necessary, partakes in audit review meetings.

Strategy

• Actively contributes to IT Service strategy and design, actively ensure the whole team works and contributes towards the Service Delivery roadmap
• Actively contributes towards the internal service delivery continuous improvement initiatives to drive operational and business improvements.

Financial

• Contributes to the annual IT service delivery budget and assists with the ongoing monitoring of and, where possible, reduction of costs.

People management and communication

• Manages IT service delivery staff within the region, including mentoring, developing technical skills and “soft” skills, performing objective setting, 1:1 meeting, performance management and growth.
• Ensures all support staff within the region adhere to internal ITSM process and promotes ITIL best practices.
• Accountable for the optimal operation of the region, delivering effective and efficient high value/quality IT services to the business across all business functions.
• Contributes to the IT Service reporting; outlining what has gone well and what needs to be improved as part of structured weekly and monthly reporting

Requirements

Knowledge and experience

• Well-rounded knowledge of ITIL disciplines, preferably ITIL intermediate or ITIL 4 qualified.
• Service management experience within global, large-scale, and diverse cultural environments.
• Has the skills to build trust and good relationships within the business.
• Understands basic financial management and can articulate IT requirements in business language.
• Vendor relationship building.
• Good level of understanding of “core” Microsoft Office 365 productivity tools including Office, Skype, Exchange, etc.
• Exposure to managing IT environments which are either outsourced or where the services are provided remotely, e.g., from a data center in another region.
• Must have an excellent understanding of standard IT security tools and systems.
• Demonstrable IT leadership at a regional level.
• Previous IT service reporting and analysis experience.
• Been part of a global IT team that operates as a single “business unit” irrespective of organizational structures.
• Experience with interfacing to senior management.
• Experience of developing governance practices to track and measure the quality of services.
• Experience in supporting ERP applications desired.
• Exposure to contemporary WAN and LAN services and devices desired.
• Understanding of emerging technologies desired.

Qualifications and specialist skills

• Ability to mentor first, and second line resources.
• Excellent written, verbal, and presentational skills
• Excellent organizational skills.
• Excellent customer facing and customer service skills.
• Documentation—create, modify, and review technical documentation.
• Strong consultative approach (relationship and engagement skills).
• Able to work on multiple projects and tasks at the same time.
• Delivery and quality service focused.
• Strong team player, particularly given that this is a global team with multiple time zones, etc.
• Natural problem solver.
• Prince 2 or equivalent would be advantageous.
• Good understanding of the Control Risks business or similar consultancy business models.

Benefits

• Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
• Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working.
• Medical Benefits, Prescription Benefits, FSA, Dental Benefits, Vision Benefits, Life and AD&D, Voluntary Life and AD&D, Disability Benefits, Voluntary Benefits, 401 (K) Retirement, Nationwide Pet Insurance, Employee Assistance Program