MANAGER, IT SERVICE DELIVERY

Opportunity:

The IT Service Delivery Manager (IT SDM) is responsible for building strong relationships with DeVry leadership at all locations and functional areas; responsible for aligning IT services to meet the needs of our students and colleagues. Working across multiple domains in the IT organization, the IT SDM will align team members and ensure delivery of operations and services in a timely and well executed manner. Reporting to the Director of Workplace & Learning Technology, the IT SDM is expected to discover, plan, lead, coordinate, communicate and execute resolution on complex issues and objectives. Remote Role.

Responsibilities:

The IT Service Delivery Manager will be responsible for:

• Provide direction, oversight, and value measurements for all services provided by our Managed Service Provider (MSP) for IT Service Desk, Campus Support, HR Help Desk, and End User Compute management.
• Demonstrate the ability to analyze complex problems, design effective solutions, influence colleagues, and oversee their implementation across IT domains, while measuring and evaluating the impact and effectiveness of the solutions.  Manage your work and accomplish deliverables though the help of others.
• Utilize project tracking tools (Asana, Microsoft Project) to monitor progress, identify risks, and keep stakeholders informed.
• Lead the implementation of IT equipment and services at new campus locations; and decommissioning of IT equipment and services at closing campuses.  Ensure proper disposal of retired IT equipment. 
• Utilize data to make informed decisions on ticket trend analysis, corrective actions, and process improvements.
• Build and sustain strong working relationships with campus operations leaders and key university stakeholders to collaboratively plan and deliver effective IT services.
• Provide leadership to a team of Service Delivery Leads, Campus Support Leads, and operational End User Compute engineers from the MSP.
• Ensure standards for computers, printers, and accessories are established and maintained.
• Ensure computer fleet is patched, applications / settings updated regularly per policy.
• Provide guidance and quality measurements on MSP for deploying computer, retiring computers, and performing annual computer refresh project.
• Ensure campus technology is stable and available for academic use when classes are onsite.  Act as liaison to Academics and Campus Operations when any IT service is impaired at campus or online.
• Provide guidance to MSP to deploy campus technicians / smart hands to assist with IT projects.
• Participate in IT contract renewals and new contract creation for new services provided by our MPS or other vendors.
• Arrange the quoting and purchasing of computers, accessories, software.  Track to defined budget.  Measure performance of suppliers and trending costs.
• Contribute to the annual budgeting process to forecast computer, accessories, and software purchases for the coming year.
• Provide direction, oversight, and value measurements for services provided by our MSP for ITSM service processes, Major Incident, Change Management, Problem Management, Asset Management, CMDB, Knowledge Management, and IT Communications.
• Deliver training to IT staff as needed to ensure effective adoption and utilization of ITSM tools and processes.
• Commercialize features of core platforms to the IT department (ex ServiceNow AI) and to DeVry colleagues and students (ex Help Desk Chat Bot).
• Experience leading the evaluation, selection, and implement of a new ITSM platform is a plus.
• Manage the ongoing administration of IT Service Management (ITSM) platform (ServiceNow).
• Ensure the ITSM platform is secure, prioritize break/fix and enhancement work for MSP team, and disaster recovery plan is tested and updated annually.
• Ensure the Asset Management and CMDB processes follow best practices, provide value to IT stakeholders, and advance the maturity of managing our IT ecosystem.
• Other duties as assigned.

 Qualifications:

• Degree in Business Administration, IT Management, Computer Science, or relevant experience.  Advanced degree and certifications a plus.
• Minimum of 5+ years of IT operations or IT administrative experience, preferably in a complex fast-paced environment.
• Navigate a workday that includes planned operations, projects, unplanned work / escalations, crisis/disaster recovery situations and strategy; creativity in problem solving, bringing the right people together; maintain velocity and quality of your deliverables.
• Customer service focus, ability to express empathy, conflict management, and the relentless pursuit of improving service operations.
• Technology enthusiast that can mature ideas into enterprise grade IT solutions. 
• Strong problem-solving and analytical skills.
• Experienced ITSM platform (ex ServiceNow) administration / power user; certification preferred
• Experienced in End User Compute management and strategy; hardware selections / solutions, purchasing, deployment, maintenance, and troubleshooting.
• Experienced manager of a Managed Service Provider (MSP).
• Competent user, analyst, and creator of PowerBI based dashboards.
• Available to provide support and assist with Major Incidents outside of standard business hours, including evenings, weekends, and holidays, as needed.
• Ability to work in an IT organization that leverages multiple managed service providers, contractors, and employees.  Coordinate work that occurs after hours.   Must be a team player and focused on customer experience.
• Technology enthusiast that can mature ideas into enterprise grade IT solutions.  Strong problem-solving and analytical skills.
• Travel occasionally to DeVry campus locations to engage with stakeholders and provide operational oversight.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.  Strong written, oral, and interpersonal communication skills.  Competent with to presenting ideas in business-friendly and user-friendly language.
• Communicate and influence effectively to multiple audiences (from tech to C-suite) in professional manner.
• Certification in ITIL, IT4IT, Six Sigma, PMP, or TQM are preferred.

90-110k with a potential bonus opportunity.