Assistant Manager, Service Delivery

POSITION SUMMARY:

The Assistant Manager, Service Delivery (CMDB) will be responsible for the IT, CMDB administration process within the organization and will work closely with other process leads to ensure that asset specific information can be gathered and shared using efficient and consistently  followed processes. The Assistant Manager, Service Delivery (CMDB) will report to the Senior Manager, Service Delivery in providing excellent IT service and support to users, including a proportion of remote users across corporate offices & all company gaming properties in Cyprus.

PRIMARY RESPONSIBILITIES

• Works to fulfill Configuration Management Service Requests as assigned
• Develops CMDB standards, CMDB plans and procedures. Implements the CMDB policy and standards and provides guidance to all team members on how to perform CMDB processes
• Assists with projects to ensure Configuration Management can deliver required functionality within project timeframes
• Runs and delivers reports as required
• Performs Configuration Management audits as directed
• Identifies Service Improvement opportunities
• Creates and maintains relationships of trust, reliability, and dependability with customers along with follow-up from previous issues
• Proactively seeks solutions to common problems and provides continuous service improvement ideas
• Assists Service Delivery Manager in staff management, motivation, and development        

QUALIFICATIONS:

Experience

• Minimum 5 years of relevant IT Operations experience
• At least 3 year's hand on work experience in a similar CMDB role
• Overall end to end understanding of client devices, Windows & applications, VPN, network connectivity and server
• Knowledge in Active Directory. Windows 7 & 10, Microsoft Office Suite, Email System
• Ability to communicate effectively with technical / non-technical audiences, and interact with all types of clients including technology, business, management, and executive management

Education

• Bachelor's Degree in Information Technology or equivalent relevant qualifications
• Preferred Certification: ITIL v3 Foundation, MCSA, MCSE

Skills / Competencies

• Candidate must have very strong written & verbal communication skills
• Ability to communicate fluently in both English and Greek
• Excellent people skills with ability to handle difficult situations
• Excellent time management and organizational skills with ability to multitask and prioritize
• Strong troubleshooting capabilities evidenced by organized and analytical thinking
• Must be a self-starter with the ability to work independently and in a collaborative team environment
• Experience facilitating onsite & offsite meetings in a technical support capacity is desirable