Desktop Regional Service Delivery Manager

Desktop Regional Service Delivery Manager

Apply

Locations: Newport Beach, CA USA

Time Type: Full time

Posted on: Posted Yesterday

Job Requisition ID: R104177

We are a leading global asset management firm with over 3,000 employees across 20 offices in 15 countries; we help millions of investors around the world pursue their financial goals.

We hire critical thinkers. People who thrive in a collaborative culture like ours where we solve real problems while building the future of finance.

You

• Are excited to be part of a vibrant engineering community that values diversity, hard work, and continuous learning.
• Love solving complex real-world business problems.
• Recognize that cross-functional collaboration is a core component of success for the team.
• Believe there are multiple ways to solve most technical problems and are willing to debate the trade-offs.
• Have become a stronger engineer by making mistakes and learning from them.
• Are a doer, someone who wants to grow their career and gain experience across technologies and business functions.

We

• Continuously invest in a high-performance and inclusive culture, in which a diversity of backgrounds, experiences and viewpoints are celebrated and valued.
• Encourage career mobility, so you can benefit from learning different functions and technologies, and we gain the benefits of your experience across teams.
• Run technology pro bono programs that help the non-profit community and give our engineering community opportunities to volunteer and participate.
• Offer education reimbursements and ongoing training in technology, communication, and diversity & inclusion.
• Embrace knowledge sharing through lunch-and-learns, demos, and technical forums.
• Consider our people to be our greatest asset—we will help you learn what PIMCO Technology has to offer so you can participate in activities that benefit your career while delivering impactful technology solutions.

Description:

The Service Delivery Manager will ensure the smooth operation of desktop delivery services for PIMCO's end users. This role involves overseeing a range of responsibilities, including guiding project teams, addressing reliability concerns, overseeing progress, keeping track of KPIs, and overseeing budget management. Additionally, the Service Delivery Manager will be crucial in enhancing user satisfaction by guaranteeing the delivery of superior desktop support services that surpass user expectations.

Requirements:

• Ensure that both service delivery and support processes are aligned to consistently provide a high standard of client service efficiently and cost-effectively.
• Discover customer problems and requirements through fostering strong relationships with end-users and stakeholders.
• Oversee desktop support, IT service desk, and VIP support operations to guarantee superior service quality.
• Ensure service processes maintain high efficiency and initiate improvements as needed.
• Manage critical incidents by collaborating with resolving teams and facilitating communication among stakeholders for post-incident analysis.
• Implement systems, procedures, and methodologies to enhance service delivery excellence.
• Acquire a thorough knowledge of projects to better understand the extent of service delivery.
• Be responsible for the performance of service delivery, fulfilling customer expectations, and influencing future demand.
• Evaluate both external and internal processes to develop strategies for optimizing service delivery.
• Suggest improvement strategies and ensuring timely execution of actions for enhancing service delivery.
• Deliver precise and consistent reports to management regarding the performance of service delivery.
• Oversee staff management, encompassing hiring, performance evaluation, training, and mentorship.
• Cultivate robust relationships with both teams and stakeholders to facilitate efficient communication across departments.
• Oversee desktop management teams to ensure ongoing enhancements in the desktop infrastructure.
• Work with technical design teams to establish benchmarks for software, hardware, and security measures.
• Ensure timely and efficient application of anti-virus updates and security patches.
• Set superior performance standards for access devices, including PCs, laptops, and mobile devices.
• Thorough knowledge of service management principles, including frameworks like ITIL, and adhere to best practices for the efficient and effective provision of services. This encompasses areas such as incident, problem, change, and service level management.
• Excellent interpersonal and communication skills for fostering and sustaining client relationships with a knack for grasping client needs, managing expectations, and guaranteeing client satisfaction throughout the delivery process.
• Delegate tasks effectively, providing clear instructions, and fostering a spirit of collaboration and teamwork.
• Robust project management abilities to schedule, organize, and oversee resources, timelines, and outcomes.
• Knowledge in budgeting, cost control, and financial planning is essential to ensure services are delivered within budget constraints and in alignment with financial objectives.
• Proven track record of driving continuous improvement, always looking for ways to improve processes, implement efficiency measures, and elevate service delivery standards.
• Solid understanding of IT systems, infrastructure, and new technologies is beneficial for navigating the service delivery environment and liaising effectively with technical teams.
• Bachelor’s degree in computer science or an IT related field.

PIMCO follows a total compensation approach when rewarding employees which includes a base salary and a discretionary bonus. Base salary is the fixed component of compensation that is determined by core job responsibilities, relevant experience, internal level, and market factors. The discretionary bonus is used to award performance and therefore is determined by company, business, team, and individual performance.

Salary Range: $100,000.00 - $135,000.00

Equal Employment Opportunity and Affirmative Action Statement

PIMCO recruits and hires qualified candidates without regard to race, national origin, ancestry, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender (including gender identity and expression), age, military or veteran status, disability (physical or mental), any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other basis such as medical condition, or marital status under applicable laws.

Applicants with Disabilities

PIMCO is an Equal Employment Opportunity/Affirmative Action employer. We provide reasonable accommodation for qualified individuals with disabilities, including veterans, in job application procedures. If you have any difficulty using our online system due to a disability and you would like to request an accommodation, you may contact us at 949-720-7744 and leave a message. This is a dedicated line designed exclusively to assist job seekers with disabilities to apply online. Only messages left for this purpose will be considered. A response to your request may take up to two business days.