Service Delivery Manager

Job Description: Likewize is searching for a Service Deliver Manager to join our team at our Flower Mound, TX facility. In this role, you will be responsible for ensuring the IT Service Desk provides exceptional customer service. Your day-to-day responsibilities include but are not limited to: Works closely and collaboratively with peers and across departments to effectively manage exceptional delivery to operations. Works closely with senior IT to establish clear goals, metrics, and adherence to Service Level Agreements SLAs. Provides support in all areas of provisioning, installation/configuration, operation, and maintenance of warehouse client systems hardware and software and related infrastructure. Serves as an escalation point for IT issues. Establishes and maintains regular written and in-person communications with senior IT and end users regarding IT support activities. Provides oversight for the IT Service Desk incident tracking system, problems, assets and knowledge base, addressing any issues and providing recommendations for improvements. Ensures IT Service Desk Tickets are updated in a timely manner. Builds relationship and trust, and facilitates communication framework with end users, business departments and vendors. Develops/defines and implements SLAs, Key Performance Indicators (KPIs), and ad hoc reports for key stakeholders. Develops and regularly publishes analytics to measure IT Service Desk productivity and customer satisfaction. Creates documentation concerning IT systems and IT procedures. Serves as a champion for pushing IT standards, procedures, policies, and best practices. Ensures adherence to defined IT policies and provides support for both internal and external compliance audits. Designs, documents, trains, and supports new procedures focusing on increased efficiency. Drives and instills continuous improvement discipline within IT and in the business. Strives to identify opportunities to reduce the overall cost to serve and operate new solutions. Implements industry best practices for IT Service Desk organization, processes, reporting, response times, and satisfaction. Integrates effective Internal Controls into all applicable work processes. Researches and recommends innovative, and where possible, automated approaches for administration tasks. Maintains a working knowledge of latest technology solutions and capabilities. Researches and evaluates new IT technology trends and applicability of software/hardware solutions. Makes recommendations regarding hardware and software acquisitions. Implements IT system landscape changes in accordance with the change management policy. Manages vendor relationships and provides recommendations regarding vendors. Requirements/Skills If you are who we are looking for, you will have the following education, skills and/or experience. Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. 8 years of operational experience in IT client/end-user support and in IT Infrastructure. Experience in a warehouse environment is a major plus. Deep technical background in IT Infrastructure and IT Operations: Microsoft products, e.g., Microsoft server operating systems, Active Directory, SQL, Enterprise Office 365, Azure, OneDrive, SharePoint, and Teams. IT Service Desk Management System. General IT Networking and Server/Storage Operations. IP phone system. Mobile Device Management. Experience with ITSM best practices and ITIL standards; ITIL Foundations certification preferred. Demonstrated management and decision-making skills concerning Information Technology policies, processes, and procedures. Very strong verbal and written communication skills, including ability to communicate and collaborate effectively with diverse groups of people. Understanding of overall business and IT strategy and ability to develop solutions with management at all levels. Ability to build rapport and trust with other departments and internal stakeholders on all technical levels. Strong organizational and time management skills. Ability to manage multiple tasks and projects. Ability to effectively prioritize and execute tasks in a high-pressure environment. Ability to troubleshoot and support/drive issues to resolution, including root cause analysis. Strong analytical/problem solving abilities. Familiarity with creating technical documentation. Project Management experience concerning medium complexity projects from planning to completion. Track record of completing tasks and/or project within budget and on schedule. Extensive experience working in a team-oriented, collaborative environment. Value based people management including “leading by example”. Ability and willingness to integrate, cooperate and succeed in a multi-national group (i.e., traveling to operating company locations, understanding corporate needs, co-operating, and communicating with colleagues from overseas). Experience managing service and procurement vendors. Self-driven and highly passionate about providing excellent service. Efficient and resilient working style (e.g., priority setting, willingness to work in peak situations, absorbing pressure). Drive for excellence in own work and cooperation with customers/ colleagues/ employees. Interest in continuous learning. Our global headquarters in Southlake TX is easily accessible to both Dallas and Fort Worth and we are 5 minutes from Southlake Town Square. We offer competitive compensation, market leading benefits and many fantastic onsite amenities through our real estate partner, VariSpace. VariSpace is designed to elevate the way businesses approach the office. Our innovative workspace brings a first-class employee experience with covered parking, spacious break areas, raffles/games, onsite gym, cafeteria and state of the art facilities. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. If that excites you, come join our team of extraordinary innovators. Apply today! When your tech goes wrong, Likewize makes it right. Likewize offers the most comprehensive protection against any technology disruption. Whether a device is lost, stolen, damaged, malfunctioning, in need of an upgrade or the user does not know how to do something, Likewize provides the solution. Trusted by the world’s largest brands, telcos, and banks, looking after approximately a billion of our customers’ customers. We operate in over 30 countries, resolving 250 million problems each year across insurance, warranty, repairs, trade-ins, recycling and premium tech support.

Salary : $95,100 - $120,000