Found Description
Drive quality improvements and oversee IT service operations as the IT Service Delivery Manager. This onsite role, requiring a focus on customer experience and service management, is vital across the enterprise.
Reporting to the Senior Director, IT, this managerial position requires overseeing outsourced service desk performance, service-level agreements (SLAs), and customer satisfaction (CSAT) outcomes. You will also manage the IT operating budget, ensuring alignment with service value while leading the IT Services & Customer Experience team.
Key Responsibilities:
• Oversee outsourced service desk performance and escalations
• Improve IT service quality using KPIs and SLAs
• Manage IT operating budget and vendor spend
• Lead development of IT Services & Customer Experience Supervisor
• Ensure service catalog and knowledge practices are effective
Requirements:
• 5+ years in IT service management and operations
Reporting to the Senior Director, IT, this managerial position requires overseeing outsourced service desk performance, service-level agreements (SLAs), and customer satisfaction (CSAT) outcomes. You will also manage the IT operating budget, ensuring alignment with service value while leading the IT Services & Customer Experience team.
Key Responsibilities:
• Oversee outsourced service desk performance and escalations
• Improve IT service quality using KPIs and SLAs
• Manage IT operating budget and vendor spend
• Lead development of IT Services & Customer Experience Supervisor
• Ensure service catalog and knowledge practices are effective
Requirements:
• 5+ years in IT service management and operations
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