IT Service Delivery Program Manager

About the Role

IT Project Manager (Service Delivery) role oversees several key functions within the IT department that enable the delivery of a high-quality service to end users and to ensure service support and service delivery processes are in place to meet the needs of ZT Systems. This position will partner with business and the IT team to meet the expectations of the client.

The Service role will create and deliver the governance structure and service management framework as well as serve as a primary point of contact for IT services & operations from the business users to resolve conflicts and issues, while establishing and maintaining agreed upon service levels.

• End-to-end IT Service Management
• IT Demand Management
• IT Change Management
• Problem Management (including Postmortem and Root Cause Analysis)
• Incident Management
• Service Improvement & Operational Excellence Plans
• IT awareness & training for the End Users
• IT communication for the End Users
• Technical Writing and documentation
• Develop, drive, and deliver an IT service management framework aligned with overall IT strategy (Policies, Procedures, SLAs, Guidelines, etc.)
• Lead continuous service improvement initiatives using international IT standards and best practices
• Build and maintain relationships with all business departments and Enterprise IT teams to deliver services, meet SLAs, and resolve issues across the operations portfolio
• Ensure documentation is properly updated and approved at each phase
• Develop and maintain knowledge base, FAQs, tutorials, and help guides for end users
• Enhance visibility and communication between service delivery teams, business stakeholders, IT leadership, and support staff
• Analyze business processes to determine gaps and propose technology-enabled solutions
• Produce health and KPI reports (Annual, Semi-Annual, Quarterly, Monthly, Daily)
• Stay informed of industry and regulatory changes impacting IT service management and reflect changes in internal processes
• Lead certification and recertification activities related to IT service management compliance

• Bachelor’s degree in IT, Computer Science, Engineering, or related specialization
• Minimum 5 years of experience leading IT service management in a complex environment with a global footprint (preferable in a manufacturing-type setting)
• ITIL v3, v2011, or v4 Foundation Certification (additional ITIL certification a plus)
• Experience with Service Now development (tremendous plus)
• Demonstrated ability to translate ITIL principles into real-world practice
• Built processes and organizations to ensure SLAs and OLAs are developed, monitored, and achieved in a multi-vendor environment
• Extensive vendor interaction and management experience
• Creative problem solver who can develop new ideas, concepts, and solutions to meet emerging technology needs
• Ability to assess market data and create competitive compensation packages

Base salary is expected to be between $123,250 and $150,000 per year, determined on an individual basis. Total rewards include bonus, paid time off, generous 401(k) match, tuition reimbursement, wellbeing resources, and more.

• Competitive base salary
• Performance-based annual bonus eligibility
• 401(k) retirement savings plan
• Tuition reimbursement for eligible education programs
• Comprehensive medical, dental, and vision coverage with leading providers
• Mental health resources and employee wellness support programs
• Company-paid life and disability insurance
• Paid time off (PTO) and company-paid holidays
• Parental leave and family care support programs
• Structured training programs and on-the-job learning opportunities
• Matching gifts and volunteer programs to support causes you care about

ZT Group Int’l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Please be aware that certain positions may require the applicant to either
1) be a U.S. citizen or national,
2) be a U.S. lawful permanent resident (aka green card holder),
3) Refugee under 8 U.S.C. § 1157, or
4) Asylee under 8 U.S.C. § 1158, or
2) be eligible to obtain an export control license or license exception from the Bureau of Industry and Science & U.S. Department of Commerce. All offers of employment will be conditional subject to the foregoing.