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Service Delivery Consultant

  • Location: Houston, TX
  • Start Date: 5/8/2019
  • Job ID: 19-00315
  • Posting Date: 5/8/2019
  • Job Type: Right to Hire
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Need a Service Delivery resource. Will handle requests from internal customers and coordinate and track status with our providers, and internal delivery teams.
 
Description
The IT Service Delivery Analyst Lead is responsible for a team whose primary goal is to restore normal service to IT related operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. The Service Delivery Lead will coordinate, facilitate, and lead the restoration of service for major and non-major Incidents, Problems, Service Request, Knowledge management and service management reporting and drives the efficiency and effectiveness of the ITSM processes. Provides guidance to Service Delivery Analysts and promotes best practices across the ITSM community. This position will report to the Manager, IT Service Management within the IT Operations organization. The successful candidate will be required to work closely with cross-function IT, and business representatives throughout the Americas as well as the Global Infrastructure and Operations organization.
Responsibilities
  • Provide day-to-day supervision, direction and leadership to functional staff with the goal of meeting/exceeding agreed-upon internal and external Service Level Objectives
  • Coordinates and leads the service restoration process across multiple business and IT functions and oversees the Incident, Problem, Request, and Knowledge management processes.
  • Promotes, inspects and ensures that the ITSM processes are used correctly in order to comply with Incident, Problem, Request, and Knowledge management policies & procedures to effectively restore service.
  • Create and manage the Service Catalog for requests
  • Escalates the incident condition to Line Management if service levels are threatened or are expected to be breached in order for other management groups to develop actions.
  • Ensures that the ITSM processes operate effectively and efficiently through 1st, 2nd, and 3rd levels of technical support and from outside Third Party organizations to restore normal service.
  • Provides management and other stakeholders with strategic needed information related to incidents and potential problems to make the appropriate decisions during times of incidents.
  • Ensures that the Incident Management key performance indicators are met to maintain quality standards and documented service levels.
  • Participate in the review, improvement, development and implementation of policies and procedures supporting Incident, Problem, Request, and Knowledge Management processes to increase service support.
  • Identify and drive process improvement initiatives relating to the staff supervised as well as the larger operations and project support processes
  • Provides IT staff with appropriate information enabling others to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error information through the knowledge management function.
  • Maintains awareness of the customer's business priorities, objectives and business drivers to determine best course of actions & priorities in restoring service.
  • Attend major reviews (debriefs) and review resolutions as they pertain to Incident and Problem management
  • Maintain open communication and good working relationships with departments that participate in Incident, Problem, Request, and Knowledge Management and help define ways to increase internal and external client satisfaction


Position Requirements
  • Good working knowledge of tools such as Client Service Manager, BMC Remedy, CMDB, or other applications
  • Must have in depth knowledge and understanding of Incident, Problem, Request Management practices and skills
  • Must be able to work in fast paced environment, autonomous and require little or no supervision especially when handling incidents and problems, must also be able to direct a cross-functional team to expedite the restoration of services.
  • Effective at managing multiple issues with conflicting priorities under tight deadlines, with high attention to detail and accuracy
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide appropriate courses of action
  • Comprehensive understanding of Major Incident process (Situation mgmt) for large complex enterprises
  • Knowledge of business environment, service requirements and culture
  • Strong analytical, multitasking and prioritization skills
  • Strong collaboration and partnering skills
  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
  • Strong working knowledge of Microsoft Office, Google mail and applications
  • Committed to results in a highly stressful environment
  • Strong ability to work with business requirements and understands the SDLC
  • Good knowledge of general IT concepts (applications, servers, networks, databases)
  • Strong ITIL Framework background , with a Service Mgmt implementation background
  • Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment
  • Strong collaborator with the ability to work in and influence in a multi vendor environment
  • Demonstrated experience working closely with, and across, multiple teams in a global organization; ability to build relationships both from a customer and technical point of view – this involves global interaction
  • Proven ability to influence others, especially outside of your immediate area
  • Leads work teams (assigns, coordinates, and checks work) for employees performing similar work

Formal Education & Certification

University degree or college diploma required; in the field of Information Technology or Business is desired.

Knowledge & Experience
  • Minimum 5-8 years direct work experience in IT service management
  • Detail oriented, self-motivated with ability to handle multiple tasks, prioritize work and meet deadlines.
  • Qualitative and quantitative analytical skills with ability to collect and correlate information and data.
  • Possesses ability to synthesize information quickly and summarize conclusions and recommendations.
  • Skilled in the use of productivity software, such as Microsoft Excel, Word, and PowerPoint.
  • Proven interpersonal, analytical, presentation, and organizational skills.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial. Ability to interface closely with, and across, multiple teams in a global organization.
  • Overtime may be required in meet project deadlines.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
  • Physically able to participate in training sessions, presentations, and meetings.
Posted by Todd Wallace
Technical Resource Manager – New York and Connecticut
(800) 821-4644 x 9224

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