Service Delivery Manager

Job Description

Service Delivery Manager – Chicago, IL The Service Delivery Manager is primarily responsible for overall delivery of infrastructure IT services to several company sites. The Service Delivery Manager manages customer expectations/needs and utilizes IT metrics/scorecards/reporting to communicate between the business and technical community. The Service Delivery Manager must be able to effectively work with other IT Service Teams as well as the different functional areas with the locations of their region.

Works closely with site application owners and Business Relationship Managers (BRMs) in aligning infrastructure services to the business.

• Responsible for ensuring that IT services are seamlessly delivered to clients of the organization
• Manages the regional Service Delivery functions which include the Service Desk and IT Governance (ITIL, PMO, Financials)
• Has special focus on managing our Client Technicians to deliver to the expected service-demand of our sites
• Manages service delivery of IT Infrastructure services at multiple locations
• Helps to establish and manage the regional IT Service Catalog
• Helps to establish and manage the regional IT Service Level Agreements
• Support Site Scorecards reviews for region and scheduling of the reviews
• Builds IT service relationship with customers/BRMs
• Ensure quality services are performed to the agreed SLA
• Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery
• Provide reports on an agreed schedule (or on request), including management and financial performance reports
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes
• Establishes and implements short and long-term strategies to deliver services to customers within reasonable schedules and budgets
• Connects the business to technology
• Communicates and manages the regional and Strategy Board Budget, Chargeback, and Allocation model.
• Executes vendor-management - managing suppliers in/and outsourcing contracts
• Drives ITIL framework throughout IT organization including:
  • Incident/problem management
  • Change management
  • Service Level management
  • Financial management

• BA/BS Computer Science or related field
• 10 years working in Information Technology including 5 years of management experience
• Experience with ITIL framework – certification is a plus
• Excellent Program/Project management skills
• Demonstrable experience of working in a Service Delivery management capacity
• Experience working with Automotive Sector/Organizations

• ITIL
• Project Management Methodologies/Processes
• Root-Cause Analysis

• Strong communications skills needed to interface with high-level customer representatives
• Communication development for IT and Non-IT leadership
• Experienced in business case / ROI development
• Experienced in functional and technical specification design
• Strong priority setting and planning skills
• Ability to publicly represent the company and department with internal and external clients
• Ability to use own judgment and initiative in problem resolution

• Experience in implementing and executing towards a Service Management Framework in a largeorganization
• Comfortable presenting technical topics to business associates
• Ability to develop appropriation requests and cost justification for IT projects

• USA based – approx. 20% travel
• Proficient in English

• Customer Focus
• Process Management
• Informing
• Drive for Results
• Listening
• Action Oriented
• Priority Setting
• Dealing with Ambiguity
• Problem Solving
• Functional/Technical Skills

• Plant Management Team and Staff
• Business Application Owners/Business Relationship Managers
• Infrastructure Service Teams
• Enterprise Level Service AreasF

Branex Group is committed to being an Equal Employment Opportunity Employer and fostering a diverse and inclusive workplace. We ensure all applicants and employees are considered without discrimination or harassment based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, disability status, genetics, or any other protected characteristic by State and Federal laws.

• Medical Insurance
• Dental Insurance
• Vision insurance
• Paid time off
• 401(k)