Service Delivery Manager | Corporate IT  

The Service Delivery Manager will manage CIT’s Service Desk (SD) , End User Support (EUS) and related support teams who are involved in the provision of IT support services to the organization.

Duties and Responsibilities
• Lead and supervise team within the Service Delivery group
• Organize team to respond efficiently and effectively to incident, service and related requests
• Assess and continually improve processes and team capability to meet relevant OLA
• Implement processes to meet quality, security, privacy and productivity objectives
• Ensure preventive maintenance plans are implemented as scheduled
• Manage licenses, including assessment for best quality/price and renewal
• Manage and keep up to date inventory records
• Provide management reports as needed
• Plan and implement training programs for the team
• Ensure consistent implementation of controls related to the organization’s ISMS (ISO 27001), QMS (ISO 9001), the Data Privacy Act (DPA), and other relevant laws, regulations and policies
• Participate in compliance related activities, including policy reviews and updates, internal and external audits and similar activities
• Conduct performance reviews, interview of candidates and similar tasks
• Perform other duties as assigned.

A. Minimum Education
Graduate of Computer Science or equivalent

B. Minimum Experience/Training
With at least five (5) years experience as an Enterprise Services Manager or similar role

C. Knowledge and expertise in the following areas:
o ITIL or equivalent service management framework
o Ticketing systems and tools for service desk and support
o Lean Management

o End User Support

o Project and task management
o Process improvement techniques and tools

D. Competency
o Analytical, result-oriented, team player, fast learner and dynamic
o Can work with minimum supervision
o Working knowledge in information security and data protection
o Ability to assess security threats and incidents and apply appropriate action
o Effective communication skills
o Thorough; demonstrates attention to detail and accuracy
o Defines and organizes tasks, responsibilities, and priorities
o Takes responsibility for timely completion of work
o Passion to acquire and update skills and the ability to learn new tools and techniques quickly

Working Conditions
o Can handle multiple tasks
o Must be willing to work on-call and on extended hours