Job Details

Position Summary

The Service Delivery Manager is responsible for maintaining strong customer relationships and improving our services to maintain high customer satisfaction. The Service Delivery Manager will perform both technical tasks, such as troubleshooting technical issues, and administrative tasks, such as managing team performance and maintaining service levels. This position will oversee projects, fix reliability issues, track service metrics, manage budgets and lead and mentor the service desk team.

Essential Duties and Responsibilities

• Directly manage a team of Service Desk Supervisors. Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; as well as administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage and motivate team members to provide a consistent, customer focused, fit-for-purpose service.
• Encourage and support direct and indirect staff members in their ongoing growth and development. Lead and develop the team to ensure they work within best practices and ITIL standards. Ensure that customers are supported, directly or indirectly, as appropriate to reduce call volumes, incident queues and infrastructure support.
• Actively and directly manage the IT service delivery function on a day-to-day basis including software licensing, hardware and software asset management, asset/access provisioning, ATM support, endpoint platform currency, tool monitoring and administration, compliance; and ensure resources are properly balanced to maintain all service levels.
• Responsible for achieving and maintaining high levels of customer satisfaction, collaborating with all areas of IT to deliver exceptional in-house service and support.
• Administer internal IT and end user knowledge base content, run-books and self-service tools.
• Proactively monitor, manage and prioritize both incident and service requests and call queues to meet SLAs, while ensuring equitable and efficient team workloads to support business goals.
• Produce, analyze and present regular IT service desk requests and call volume metrics to ensure Service Levels are attained and improved. Manages aged tickets and call hold and abandonment times so they are minimized.
• Deliver assigned IT service desk projects and solutions on time, on budget with a key focus toward service and compliance.
• Continuously evaluate and audit standards, policies, processes, and adherence for compliance by ensuring checks and reviews are performed regularly.
• Ensure endpoint platforms, including mobile devices, are at current versions, patched regularly to maintain support and reduce risk, and software license compliance.
• Directly responsible for the continuous improvement of service desk tools, processes, and policies.
• Conducts quarterly vendor service analysis and annual contract evaluations providing input and recommendations to management when appropriate.
• Supervise and develop assigned staff, participating and making recommendations for hiring, training, mentoring and reviews/promotion. Mentor, train and lead a highly energized and efficient team.
• Partners with other IT peers to develop world-class IT support and service delivery.
• Ensures the efficient operation of all credit union ATMs, ATM networks, ATM servers and ATM support infrastructure. Manages the ATM vendors to be accountable to the contracted SLAs, managing the coordination of testing and deployment with the compliance team and network teams, as well as, integrations to core operating systems.
• Participates in disaster recovery and business continuity planning and testing. Verify system backup methods and procedures are in place and accurate.
• Ensures equipment purchasing is in line with approved budget. Responsible for inventory/license control practices and accuracy of all reports.
• Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement.
• Create a positive work environment conducive to trust and transparency.
• Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions and refer requests for changes in terms or scheduling to the HR department.
• Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained.

Other Duties and Responsibilities

• Provide after-hours support as needed.
• Perform special projects and other duties as assigned.
• Occasional travel to branches, ATM locations, and other SDCCU office locations.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills)

• Bachelor's degree in Engineering / Computer Science / Information Systems or 4 years' equivalent work experience.
• 3 years demonstrated success working within an IT Service Desk, including an additional 2 years of supervisory experience.
• Experience to include responsibility for service level attainment and producing service desk and call metrics to achieve service level objectives.
• Experience managing vendor relationships and support escalation.
• Demonstrated technical problem solving skills, using critical thinking and structured analysis.
• Experience trouble shooting client/server applications in an Enterprise environment.
• Experience with developing technical presentations and communications in customer service environment.
• Experience in diagnosing fault trends and completing root cause analysis to formulate and execute a plan for repair/mitigation; aptitude for proactive troubleshooting.
• Organizational skills in order to prioritize and meet deadlines.
• Hands-on experience in supporting all aspects of end-user platforms including Windows, Mac OSx, IOS, Android platforms. Direct support of Microsoft collaboration platforms including Exchange, Office, SharePoint, and Skype/Teams.
• Experience partnering with IT peers, customers, senior management and individual contributors; cross functional service and project management.
• Experience in IT service management best practices, including a track record of using ITIL models of service and service desk including but not limited to applications, desktop, mobile, server technologies, voice, VoIP, IVR, CTI and data networking.
• Experience with managing IT desktop tools including antivirus platforms, spam and malware remediation, endpoint imaging and patching using MS SCCM.
• Experience working with configuring and administering one or more incident, problem, change, service request platforms, developing SLA's, a product and service catalog, a Configuration Management Data Base (CMDB) and workflow automation.
• Certification in ITIL or willingness to take the course and achieve certification.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Professional and effective interaction, verbal and written communication skills.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.