IT Service Delivery Manager

Essential Job Duties:
· Formulate and manage service level processes and procedures to ensure service level agreements, operational level agreements and underpinning contracts are developed and administered in a consistent manner across the organization.
· Ensure the resolution and completion of services, including escalations, release changes, systems patches and versions, end-to-end PGW delivery and uptime of operations to meet service delivery standards and optimal customer experience.
· Identify opportunities to improve value for money and/or reduce cost, eliminate unnecessary delivery processes and administrative procedures without adversely impacting service to the business.
· Lead, design, and implement the service model framework to deliver on improvements and enable the consistent monitoring and measurement of team and service effectiveness to expected standards.
· Drives and delivers continuous lifecycle and service improvements, including new and existing services, to achieve efficiency across technology platforms.
· Assume other duties as assigned.

Supervisory Responsibilities:
· Manage the work of others, including planning, assigning, scheduling, and reviewing work, ensures quality standards. Responsible for hiring, terminating, training, and developing, reviewing performance and administering corrective action for staff.

Basic Qualifications
Education & Experience:
· Bachelor’s Degree
· 7+ years of related experience.
· 3+ years of leadership experience.
Knowledge/Skills/Abilities:
· Administration of MS Windows 2016/2019 Server Active Directory/Azure AD environment.
· Administration of MS Exchange Server/Exchange Online.
· Administration and Management of MS Windows 10/11 compute environment.
· Administration of MS Intune environment and Autopilot deployment.
· Decisions have significant, broad implications for the management and operations of a division. Job contributes to decisions on the overall strategy and direction of PGW.
· Problems are broad, complex, and abstract, often involving company-wide issues. Must develop solutions using substantial creativity, resourcefulness, innovation, negotiation, and diplomacy.
· Sets direction and vision for major departments or multiple departments. Establishes priorities, develops policies, and allocates resources for PGW.
· Prioritize, organize, and delegate project assignments company-wide: responsible for project outcomes.
· Familiar with NIST 800-171 compliance requirement
Essential Physical Demands/Work Environment:
· Must be able to sit for extended periods of time and use a computer, keyboard, and mouse, frequently. The employee must occasionally lift and/or move up to 50 pounds.
· Travel may be required periodically, including overnight stays (contingent on position requirements) up to 10%.