Manager, Digital Support & Service Delivery

Position Summary:

We are seeking a highly skilled and experienced Manager - Digital Support & Service Delivery to join our team. This hands-on technical leader will be responsible for delivering world-class support to our global teammates. The ideal candidate will have a solid knowledge of technical issues, outstanding leadership and communication skills, and a commitment to delivering services and support that put people first.

This role will collaborate with cross-functional teams, manage vendor relationships, and drive success and continuous improvement across IT operations and service delivery. The role requires a seasoned professional with a strong background in service delivery, a continuous improvement mindset, a focus on efficiencies and reliability, and most importantly, the ability to work collaboratively to deploy solutions and services aligned with organizational objectives. If you are a proactive leader, with business acumen and with a passion for optimizing IT services and driving innovation, we invite you to contribute to our dynamic and evolving digital landscape.

Supervisory Responsibilities:

• Interviews, hires, and develops teammates in the Service Delivery group.
• Organizes and oversees the schedules and work of the Service Delivery group.
• Provides constructive and timely performance evaluations for direct reports.

Duties/Responsibilities:

• Manage the service delivery and support teams which undertake the day-to-day operation of all IT systems and services. This includes assisting with planning and managing the maintenance, monitoring, and security of all the underlying IT infrastructure and related systems (on and off premise), including identity management systems, data centers, services, and networks.
• Set the vision and strategy for service management, ensuring support and service delivery processes are owned and maturing.
• Define team goals and lead staff to achieving desired results, while being accountable for team performance.
• Collaborate with the Manager Information Security and the Manager Digital Architecture and Cloud Solutions, as a member of the Enterprise Services management team, to support effective decision making across the group and improve security, stability, and service throughout the organization.
• Work efficiently and in partnership with all groups within the Digital Solutions and Services department, including Information Security, Digital Architecture and Cloud Solutions, Digital Business Solutions, and Plant Automation and Digitalization.
• Deliver frontline technical support for teammates in all global offices, fostering positive relationships and driving teammate satisfaction.
• Oversee the management, maintenance and daily operations of all on-premises technology and infrastructure (e.g. data center, security systems, etc.).
• Promote continuous improvement of service delivery and digital support functions for all stakeholders.
• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities.
• Develop and implement procedures in line with modern methods supporting the ITIL service management framework, working closely with team members across the department and organization wide.
• Analyze the digital requirements of all departments to determine their technology needs.
• Ensure successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
• Oversee technology inventory and management processes, including procurement and recycling.
• Proactively manage the computer, software, facilities/maintenance, and other budgets.
• Handle escalation and resolution of technology issues.
• Analyze current processes and identify and implement opportunities to optimize and continually improve them.
• Enhance and maintain the technical support knowledge base.
• Ensure adequate resources and capacity as well as making the team self-sufficient and empowered.
• Act as a technology escalation point for business stakeholders.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to teammates to ease in troubleshooting.

Skills/Abilities:

Required:

• Technical Knowledge:

o Demonstrated experience in troubleshooting service desk issues, service delivery, information security, and networking.
o Strong proficiency in both server and computer technologies, as well as cloud and on-prem infrastructure concepts.

• Project Management:

o Successfully managed service delivery projects, ensuring alignment with organizational objectives.
o Ability to prioritize and oversee multiple tasks concurrently.

• IT Operational Practices:

o Proficient in ITIL and ITSM methodologies.
o Track record of implementing best practices in an IT department to increase IT maturity.

• Analytical and Communication Skills:

o Proficient in interpreting and translating data such as metrics and KPIs into actionable insights.
o Ability to present complex technical information clearly to diverse audiences.

• Change Leadership:

o Led successful technology-driven change initiatives.
o Influenced others to adopt new approaches and improve processes.

• Financial Management:

o Managed budgets effectively, meeting both time and financial requirements.

• Negotiation and Stakeholder Management:

o Demonstrated strong negotiation skills with external partners and stakeholders.

• Openness and Reflection:

o Regularly shared lessons learned and reflections with the team.

• Composure and Relationship Building:

o Maintained a professional demeanor under stress.
o Established solid working relationships with stakeholders.

• Adaptability and Urgency:

o Thrived in fast-paced, ambiguous environments.
o Executed tasks with unrelenting accuracy and urgency.

• Empathy and Trust-Building:

o Approached situations from varying perspectives.
o Built trust and managed team dynamics using a servant leadership mindset.

• Continuous Improvement:

o Demonstrated a growth mindset, seeking personal and professional development.


Education and Experience:

• Four year degree in Computer Science, MIS, or other relevant technology discipline, or 10+ years of relevant experience.

Preferred:

• Certifications in IT service management (ITIL, HDI, etc.)
• Certifications in project management (PMP, etc.)
• Certifications in process improvement (Six Sigma, etc.