IT Service Delivery Manager in Miami, FL at Volt

Date Posted: 4/15/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Miami, FL
  • Job Type:
    Computer Industry
  • Duration:
    24 weeks
  • Date Posted:
    4/15/2018
  • Job ID:
    103613
  • Pay Rate
    $0.0 - $50.0/Hour
  • Contact Name
    Volt Branch
  • Phone
    919/789-6990

Job Description

Volt is looking for a Service Manager for our client in the Miami, FL area.

OVERVIEW

  1. The Service Manager for the region/country cluster is the point of contact between the business and IT for all IT related escalations and to support the business directly with Services delivered remotely

KEY RESPONSIBILITIES

The main purpose of the LATAM IT Service Manager role is to support the delivery of Best in Class IT Service across the scope as a representative for the whole of IT, including the Infrastructure and functional teams.

Therefore, key to the role is to proactively develop a strong relationship with the customers - the business teams in the relevant countries and any suppliers of Services.  Responsible to ensure that the requirements of the business are understood, the strategy and plans for IT are clearly communicated and the overall IT plan and priorities within his/her areas of responsibility are clearly articulated and agreed.

The IT Service Manager will support the activation of any global innovation programs in the cluster based on his/her area of responsibility, they must ensure the review and proactive identification of improvements of all existing IT Services with his/her area of responsibility.   The role will drive the overall strategic direction and tactical execution.  The IT Service Manager must at all times ensure alignment to IT Compliance and governance framework, and provide appropriate input to and management of IT Costs.

Leadership

  • Ensure appropriate reporting and analysis via KPI’s and metrics using ServiceNow or as defined
  • Lead IT service reviews with the relevant business areas and take preventative action to ensure service levels are maintained at the appropriate level.
  • Escalation point for urgent & critical IT issues, providing problem/issue management, with the ability to diagnose and resolve local IT issues
  • Ensure effective working relationships are in place, aligned to the Service Management team and with a true business partnership in mind
  • Ensure that all reporting and operational service deadlines are met
  • Lead, where appropriate, projects under service improvement in line with business demands and needs
  • Provide input around the delivery of all the Services within the role remit into the overall IT Service Management strategy

Training

  • Support the full team to develop and provide Services that are exceeding business expectations
  • Ensure each member of the team has a training plan for career development and progression and ensure roll-up to the Service Management Leadership Team

Responsibilities

  • Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable the business to have visibility of impacting activities.
  • Work with business leadership and teams to understand business requirements for IT demand.
  • Ensure that the Workplace Technology Support service provided is in accordance with SLA’s, with regular reporting on service quality and user experience, as well service improvement recommendations.
  • Act as single point of contact (SPOC) for IT in the region – for escalations and future business plans or activities only. Incident and Service Requests are to remain channeled through the IT Service Desk.
  • Participate in third party vendor service reviews covering performance, SLA, VOC and Service Improvement initiatives.
  • Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites. Working closely with Outsourced WTS Desktop Support provider(s).
  • Ensure IT services and systems are in line with global NBCU IT standards and policies.
  • Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo’s) and sites.
  • Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead.
  • Responsible for the project management of regional IT projects and initiatives, ensuring business initiatives are delivered on time and to budget and in line with business demands and drive alignment to standard support models.
  • Advise on annual IT spend for the region, in line with Global and International IT and Business requirements and manage and actual costs within area of responsibility.

SKILLS AND EXPERIENCE

  • Language
    • Spanish Speaking/Writing
    • Brazilian Portuguese desire
  • Education and Qualifications
    • ITIL v3 Foundation
    • ITIL v3 Intermediate Service Operations – desirable
    • ITIL v3 Intermediate Service Transition – desirable
    • ITIL v3 Intermediate Continual Service Improvement – desirable
    • Prince 2 (Foundation level minimum)
  • Key skills and Behaviours
    • Strong technical experience with a good understanding of desktop and infrastructure technologies
    • Proven experience with Information Technology Infrastructure Library (ITIL) and working in a service management group
    • Vendor management and business engagement working closely with both to deliver service
    • Working in a multinational corporation, preferably media
    • Qualifications in IT also preferred but not essential
    • Project Management exposure to regional and cross regional project streams
  • Skills
    • Demonstrated exceptional stakeholder engagement and management skills with the ability to build relationships across a broad spectrum of users and management
    • Demonstrated customer & consumer focus approach to delivery
    • Proven ability to make process improvements to IT practices so to enhance our customer offering
    • Proven strong decision-making ability
    • Demonstrate ability to have a flexible and adaptable approach to their work, to cope with the pressures of working across multiple operating companies
    • Demonstrated ability to be assertive and the ability to influence at all levels
    • Proven self-starter with the initiative to work autonomously to drive results
  • Key interfaces
    • IT Service Management Organisation
    • Infrastructure Team
    • Business Management and Leadership teams
    • Finance teams
    • 3rd party suppliers
    • Functional business engagement teams


REQUIREMENTS

  • Eligibility to work in appropriate country
  • Must be internationally mobile
  • Appropriate language skills

The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.

Volt is an equal opportunity employer