Service Delivery Operations Manager

Falls Church, VA
Sep 19, 2021
Sep 21, 2021
Full Time
The Service Delivery Manager - Operations oversees the operational activities of Service Desk, Access Management, Incident Management, Incident Response Management and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Provides direction on ongoing activities and procedures required to manage and maintain the IT Operations services with strategic partners. The position is accountable to drive improvements using consistent data points and delivering improved partner delivery of managed services. Aids in the design & implementation, using consistent governance processes, best practices, procedures and tools to optimize delivery outcomes.Results & StrategyOversees the support of services and operational activities and the IT Operations areas of Access, Incident, Incident Response, Knowledge Management resulting in reduced down time and disruption to the business. Aids in the strategic and operational leadership of operations and coordinates with North America and global infrastructure operations.Defines monitoring capabilities using these to exercise event management, monitoring and control activities. Defines performance of maintenance activities on behalf of infrastructure and application management teams following ITIL framework.* Regularly assesses metrics and gathers operational data to ensure execution of operational activities and performance standards are upheld providing seamless support for business users.* Maintains business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT Services.* Minimizes the impact of service outages on day-to-day business activities.* Ensures that access to agreed IT services is only provided to those authorized to receive those services.Assists in defining and implementing service roadmap based on ITIL service model for incident, problem, change and release management.People LeadershipInspire and lead a team of IT professionals in order to deliver NAIT priorities and to better align technology to our business goals, Ensure the team has the right capabilities to meet fast-changing business needs.Client & CandidateWorks in collaboration with the Application Service Delivery Managers and Infrastructure Service Delivery managers to ensure the service lifecycle required to deliver and manage service at agreed levels follows a centralized governance model with the underlying framework of ITIL. Collaborates on executive-level strategic dashboard on strategic partner performance, infrastructure services portfolio health and project deliveryPartner with global infrastructure teams to develop a joint cadence for change and release management; collaborate to drive the cloud agenda for North America.Thought LeadershipThe position is accountable to drive improvements to partner delivery management practices. Aids in the design and implementation of consistent governance processes, best practices, procedures and tools to optimize delivery outcomes.* 5 years of operations leadership experience* Previous experience leading operational delivery in a managed 3rd party/outsourced delivery environment, including operational improvement track record working with through 3rd party providers / managed services construct* Proven ITIL Framework Implementation Experience* Bachelor's degree in technology or business-related fieldManpowerGroup is an EOE/AA/Vets/Disabled Employer**Job:** _IT/Software Development_**Organization:** _ManpowerGroup_**Title:** _Service Delivery Operations Manager_**Location:** _VA-Falls Church_**Requisition ID:** _0025778_

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