Position Location: Westchester, IL – United States
Business Unit: Corporate – Global IT
The Manager, Service Delivery – Networks & Telecommunications is responsible for managing the day-to-day service delivery of network and telecommunication operations across the global enterprise while ensuring that service delivery meets the business requirements of the sourcing strategy. Responsibilities include service level management, vendor performance management, demand management and management of services provided by both internal staff and service providers.
Reports To: Sr. Manager, IT Service Delivery- Infrastructure
-Enhancement Requests - Ensure that enhancement requests are effectively prioritized and translated into service requirements while ensuring clear alignment to service contracts and required change control procedures.
-Incident Response – Ensure that incidents are effectively prioritized and responded to per defined service level agreements.
-Change Requests – Ensure that change requests are effectively prioritized and responded to per required change control procedures and in alignment with service contracts.
-Demand Management – Align service capacity to business demands while ensuring customer satisfaction to the agreed upon service request outcomes.
-Service Delivery Planning – Develop and maintain service delivery plans including budgets, processes, tools, staffing and chargeback mechanisms.
-Service Catalog – Develop, maintain and communicate service catalogs that clearly define repeatable infrastructure services offered to the business.
-Service Level Agreements (SLAs) – Ensure that service level agreements are established, maintained and communicated that align to business expectations and service provider commitments.
Agility and Innovation:
-Innovation – Identify and deliver innovative technology solutions that deliver business value and improve customer experience.
-Continuous Improvement – Drive continuous performance improvement by identifying and initiating process improvements for performance gaps across all network and telecommunications competencies and suppliers.
-Benchmarking – Lead the analysis of industry and market trends for network and telecommunications service delivery and identify potential opportunities for improvement.
-Technology Alignment – Ensure efficient and effective design and delivery of technology solutions consistent with business goals, risk tolerance and IT standards.
Relationships and People:
-Communications – Establish service level agreements and communicate monthly performance against service levels to business and IT leadership.
-Organization – Identify organization requirements for the resources, structures and cultural changes necessary to support the successful outsourcing of network and telecommunication technologies.
-Governance – Facilitate operational governance through the implementation of service desk governance processes to ensure global alignment on demand management and adherence to technology standards.
-Relationships – Build and maintain effective working relationships with between internal employees and external service providers that will help facilitate effective communication of business needs and delivery of quality service.
-Vendor Performance – Ensure that service providers perform to the SLAs documented within service contracts and promptly address all service deficiencies.
-Vendor Management – Ensure that service providers adhere to all of the terms and conditions of the contract including financial commitments and approved changed requests.
Knowledge, Skills, and Requirements:
Relocation Available: Yes