Belcan Hiring for IT Support and Service Delivery Section Leader Job at Cincinnati, OH Full Time

An IT Support and Service Delivery Section Leader job is currently available at Belcan in Cincinnati, OH 45242. This is a full time, direct hire position with full benefits. Great matching candidates will have 5+ years’ in an ITSM management or Service Delivery position, including direct management of teams and other managers.

The IT Support and Service Delivery Section Leader is responsible for day-to-day operations of the service desk and IT services, the teams that support the related technologies, and the associated ITSM processes and tools. This includes leading multiple teams with approximately 30 staff in total, monitoring daily metrics, maintaining specified service level agreements, revising practices as appropriate to improve response and reliability, liaising with stakeholders within the IT organization and without, and responding to the organization”s changing requirements. This position also manages service delivery and communication with internal customer stakeholders and external client IT teams to ensure smooth and successful customer integrations.

The IT Support and Service Delivery Section Leader reports directly to the Vice President of IT Operations, Architecture, and Strategy.

Responsibilities and Daily Activities:

• General management – Management of Group Leaders responsible for individual IT teams as well as individual team members. Performance appraisals, new employee hiring and onboarding, employee talent management, training, etc. are also required.
• ITSM Framework Management – Maintenance, review, and auditing of existing ITSM processes as well as creation of new processes as needed. This position is responsible for managing the entire ITSM framework and ecosystem to ensure cohesive, clear, and effective execution of all ITSM functions.
• Service Catalog Maintenance – Maintain and update the service catalog across the IT organization, including service definition, formulation of responsibility/accountability matrices (RACI), SLA requirements, etc.
• SLA Attainment and Reporting – Monitor SLA metrics/attainment and other key performance indicators to ensure IT is meeting or exceeding all requirements and take appropriate action to remedy any shortfalls. Generate reports for IT leadership.
• Coordination of support activities including incident response, service request fulfillment, problem management, escalation, and major incident coordination.
• End user and stakeholder communication
• Represent the Service Desk organization to the IT Change Advisory Board.
• Service Delivery Management – The IT Support and Service Delivery Section Leader is responsible for the Service Delivery Management (SDM) team. The SDM team is responsible for managing service delivery and communication with internal customer stakeholders, as well as external client IT teams to ensure we are effectively delivering on our customer and client needs.

Skills and Requirements:

• Extensive experience operating within and implementing an ITSM framework (e.g., ITIL)
• Working knowledge and experience operating and managing an ITSM service platform (e.g. ServiceNow.)
• Extensive experience with service delivery management and customer integrations.
• Demonstrated leadership skills to inspire and motivate teams to deliver results.
• Experience with data analysis, setting team goals, monitoring team performance, and celebrating successes.
• Experience hiring top talent, monitoring individual performance, coaching and developing, and holding staff accountable for great work.
• Ability to communicate technical information to users, customers, and stakeholders with various computer knowledge skill sets.
• Excellent written and verbal communication skills.
• Excellent problem solving, negotiation and decision-making skills
• Exceptional customer service skills.

Qualifications:
College degree or equivalent work experience. 5+ years in ITSM management or Service Delivery position, including direct management of teams and other managers.

Additional Information:
Full-time position (40 hours, Mon-Fri) with benefits. Due to the nature of our work US Citizenship or Permanent Residence is required. Must be eligible to receive a US Government security clearance.

Environment: Office setting; use of work phones, computers, printers, and general office equipment.

Physical demands: minimal exertion; ability to occasionally bend and lift up to 50 pounds.

Travel:
Pay: Yearly salary starting at $120k and up dependent on experience

If you are interested in this IT Support and Service Delivery Section Leader job in Cincinnati, OH, please apply via the ‘apply now’ link provided. As an employee with Belcan Engineering, you will be part of one of the largest engineering firms in the United States. We maintain a small-company atmosphere as well as open communication at all levels of our organization, allowing for much more dynamic decision-making processes. We offer flexible schedules as well as an excellent mentoring system to ensure that you have all of the knowledge and tools you need to meet a diverse range of engineering challenges. You will also have opportunities to advance to positions of greater responsibility, including management roles. Your hard work and professional dedication will be rewarded with a competitive compensation package.

Belcan is an equal opportunity employer. EOE/M/F/D/V

Build a challenging and rewarding career with an industry leader!

http://belcan.com/