Manager, Service Delivery
Carlisle

The Service Delivery Manager will be responsible for ensuring the smooth and efficient operation of the Service Desk function at our Scottsdale Headquarters. This Manager must meet the needs and expectations of corporate leadership while maintaining high levels of customer satisfaction. The ideal candidate will have strong leadership abilities, excellent communication skills, and a proven track record in service delivery management. This role will be expected to troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers, and other technology tools and products while also leading a small team.

Management Responsibilities

* Build and maintain strong relationships with customers (often C-Suite), acting as the main point of contact for service-related issues and inquiries.
* Collaborate with customers to understand their needs, goals, and expectations, and ensure that service delivery meets or exceeds these requirements.
* Implement strategies for continuous improvement in service delivery processes and procedures.
* Identify potential risks and issues related to delivery and develop mitigation strategies to address them.
* Participate in cross-functional projects and initiatives aimed at improving overall business performance and customer satisfaction.
* Provide periodic assistance to internal and external auditors.
* Lead and mentor a small team of service delivery professionals, providing guidance, support, and coaching as needed.
* Coordinate and allocate resources effectively to ensure optimal service delivery outcomes.
* Conduct performance evaluations, set objectives, and identify training needs for team members.

Service Delivery Responsibilities

* Incidents and requests will be tracked in the organizational-wide ServiceNow ticketing tool.
* Receive, prioritize, and respond to incoming Service Desk requests in accordance with established service-level agreements.
* Escalate complex events to appropriate individuals (e.g., Systems, Network, or InfoSec), as necessary.
* Receive, configure, and deploy computer hardware, software, mobile devices and other technology tools and products.
* Manage user/computer/group objects within Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions).
* Provide limited technical and troubleshooting assistance related to the company's critical business systems.
* Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact.
* Assist division/corporate IT teams in becoming and remaining compliant with the company's IT security policies and minimum standards.
* Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures, and guidelines).
* Ensure risks associated with changes to critical assets are considered and adequately mitigated prior to implementation.
* Liaise with third parties as it relates to any of the above.
* Perform or assist with other activities for which this role might reasonably be expected to participate.
* Other duties, as requested.

* Bachelor's degree in business administration, management, or a related field; advanced degree preferred.
* Proven experience (~5 years) in service delivery management or a similar role, preferably in the IT or manufacturing industry.
* Strong understanding of service management frameworks (e.g., ITIL) and best practices.
* Excellent leadership, communication, and interpersonal skills.
* Ability to effectively manage multiple priorities in a fast-paced environment.
* Experience in client relationship management and stakeholder engagement.
* Certification in service management (e.g., ITIL Foundation) is a plus.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled