Senior Service Delivery Specialist
New
Remote opportunity available within the United States.Full-TimeSenior
Salary$140,000–$204,200 USD, plus bonus and comprehensive benefits.
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Job Details
- Experience
- 10+ years of experience in IT support, service management, or related technology operations roles; 4+ years of experience in leadership, service delivery management, or team management positions.
- Required Skills
- Change Management
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
- 10+ years of experience in IT support, service management, or related technology operations roles.
- 4+ years of experience in leadership, service delivery management, or team management positions.
- Proven experience leading Support Desk or Help Desk operations in a high-volume environment.
- Experience managing and supporting enterprise mobile devices and/or laptop environments.
- Strong understanding of IT service management principles, processes, and operational best practices.
- Ability to use data, metrics, and reporting to identify trends, justify decisions, and improve service performance.
- Strong communication skills with the ability to explain technical solutions and concepts to both technical and non-technical audiences.
- Experience influencing teams and driving results across groups that do not directly report to you.
- Strong problem-solving skills with the ability to manage complex incidents and drive long-term improvements.
- Ability to build effective relationships with internal stakeholders, technical teams, and external vendors.
Responsibilities
- Lead, mentor, and support the development of Support Desk team members, team leads, and support engineers.
- Drive the implementation and continuous improvement of IT Service Management (ITSM) processes, ensuring alignment with organizational goals.
- Manage service delivery performance through SLAs, KPIs, operational metrics, and continuous improvement initiatives.
- Act as a primary escalation point for complex service issues, ensuring timely resolution and effective communication.
- Partner with technical teams, business stakeholders, and external service providers to improve service reliability and user satisfaction.
- Communicate service performance, risks, priorities, and improvement opportunities to relevant stakeholders.
- Support workforce planning, capacity management, and demand forecasting for support operations.
- Identify root causes of recurring issues and lead problem management initiatives to deliver permanent solutions.
- Support change management activities and ensure operational readiness for new services and improvements.
- Promote a culture of operational excellence, collaboration, and customer-focused service delivery.
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