Sr Service Delivery-M221I07

The Sr Service Delivery role is responsible for Service Management oversight across a defined region, with responsibility to escalate incidents and coordinate resolution on application and infrastructure related issues and projects. · Pro-actively monitor tickets and incidents in the region. · Assists with the management of local stakeholders’ expectations and requirements for delivery of IT services, acting as single point of contact for IT service and support. · Coordinates cross-tower communication to ensure incidents and projects are executed in accordance to business expectations. · Executes the incident and problem management processes for regional incidents. · Oversees the resolution of all priority #1 and #2 incidents, acts as escalation point for service issues, and executes the problem management processes for regional incidents. · Ensures Service Desk provides effective service to regional and local business stakeholders. · Assists with the development of service strategy and improvement initiatives to ensure continuous improvement and effective delivery of IT service requirements. · Provide seamless introduction of new services, ensuring all operational acceptance criteria are met and the solution becomes a defined service in line with business expectations of support levels. · Aides in providing regular service reporting to regional and local stakeholders on IT performance and SLAs. · Delivers business alignment and IT service continuity planning with the regional and local business stakeholders. · Operates contracts, conduct governance and service reviews and aides in the management of service improvement initiatives with local tier 2 and 3 vendors. · Additional duties as assigned. · Bachelor’s Degree in Information Technology or related field. · 4+ years of previous IT service management or delivery role operating with complex IT services and environments. · Experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement. · Strong supplier and commercial management skills, including experience with developing and managing effective service level agreements. · High degree of proficiency in MS Office Suite, Outlook & Internet applications. · Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills. · Strong verbal and written communication skills (including analysis, interpretation, & reasoning). · Solid understanding and application of mathematical concepts. · Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients. · Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment. · Ability to work with and influence peers and management. · Self-motivated with critical attention to detail, deadlines and reporting.

PHYSICAL ASPECTS/WORK ENVIRONMENT: · Regularly required to stand; walk; sit; and talk, hear and see. · Occasionally lift and/or move up to 10 pounds.