IT Service Delivery Manager

Job Summary

We are looking for an IT Service Delivery Manager to join our team. The role entails optimizing enterprise-wide IT service delivery, functioning as an IT contact for project sites and regional offices. The successful candidate will develop strong relationships and foster collaboration across internal teams, lead process improvements, and ensure a high-quality, seamless user experience across all IT interfaces.

Key Responsibilities

• Establish and maintain strong working relationships with internal clients throughout the organization
• Work with various Office of the CIO teams as well as our external IT partners to ensure a high-quality, end-to-end user experience and ensure alignment
• Assess the IT needs of Black & Veatch professionals and provide recommendations for service delivery improvements
• Provide oversite for the procurement, delivery, and set-up of IT equipment for new offices and project sites
• Project coordination and project management for regional site and office activities
• Collaboratively engage with executive leaders and assistants, addressing all IT related concerns
• Serve as the escalation point for IT requests and incidents, ensuring issues are resolved swiftly and effectively.
• Lead and contribute to process improvement initiatives, identify opportunities to increase efficiency and service quality.
• Collaborate closely with other IT Service Delivery Managers, Business Relationship Leaders
• Provide technical support for project sites and regional offices in the region.        
• Coordinate mobilizations and demobilization activities for offices and project sites

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Management Responsibilities

Acts as a project manager. Among responsibilities is management of a project team. The individual comprising this team may vary by project.

Preferred Qualifications

• A minimum of 5 years in IT Service Delivery
• At least 3 years of experience in evaluating IT needs with end users, strong problem-solving skills, and the ability to troubleshoot technical issues effectively.
• Knowledge of the AV equipment, networking equipment, network and voice services
• Excellent communication skills, with an ability to listen effectively, comprehend internal client needs, explain technical details in user-friendly language, and employ a proactive approach to problem-solving.
• Experience with ServiceNow and a proven history of successful process improvement implementations is a plus.
• ITIL v3 or v4 certification is a plus.

This position offers a unique opportunity to work in a dynamic, collaborative environment. The ideal candidate will be detail-oriented with exceptional problem-solving skills, and the ability to handle multiple projects simultaneously.

Minimum Qualifications

Bachelors degree in computer science or related field OR equivalent work experience. In addition to the education requirements, four to six years related experience. Working knowledge of IT Hardware, Software and Data Security. All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Certifications

PMP Certification Desired.

Work Environment/Physical Demands

Typical office environment. Limited overtime.