IT Service Delivery Manager
Developing and maintaining a professional relationship with clients
Establishing an understanding to consult optimal solutions in various IT environments
Delivering technical solutions for business needs including identifying, developing, evaluating, and coordinating implementations of IT-based business solutions
Prioritizing, Delegating & Supervising daily operations
Designing IT infrastructure solutions and implementing system enhancements
Designing and conducting system configuration changes
Developing and delivering IT Services, Key Performance Indicators (KPIs), and using Service Level Agreements.
Designing a Disaster Recovery Plans and Business Continuity plans and performing periodic recovery testing.
Developing and maintaining comprehensive documentation - inventory, checklists, deployment guides, budget information, training guides, and support materials.
Developing and implementing complex IT project plans
Ensuring managing and monitoring of IT Servers and Systems
Allocates support resources for projects and emergency maintenance
Generating and studying monthly reports for tickets and incidents and identifying areas of improvement
Hiring, developing, and maintaining support staff to deliver support with high technical expertise
Providing team members with goal-oriented tasks and projects ownership
Developing and delivering relevant training to enable widespread adoption of technical information and methodologies
Reviewing the status of support tickets and incidents
Evaluating team member performance
Managing asset environment - ensuring that assets are appropriately built and updated
Controlling costs and budgets regarding IT systems
Overseeing hardware and software purchasing and asset tracking
Managing contracts with vendors and software licenses
Developing and implementing IT policies and practices (IT General Controls) and GDPR Information Security Policies
Ensuring compliance with all internal and industry standards and legal requirements