Service Delivery Manager: Major Incident & Problem

Responsibilities:
Oversee and drive Incident Management activities, including the resolution of Major incidents, ensuring adherence to best practice and industry standards.
Coordinate regular updates to key stakeholders including senior management, business units and clients regarding Major Incidents.
Ensure timely and accurate communication of incident status, impact and resolution progress.
Facilitate post incident reviews to identify learnings and recommendations incorporating continuous improvement and lessons learned.
Develop metrics and performance indicators to monitor incident management effectiveness including opportunities for automation.
Conduct training sessions and workshops to educate colleagues on incident management principles and procedures.
Provide guidance and mentor the incident management team to enhance their skills and capabilities.
Ability to prioritize and manage multiple incidents concurrently.
Demonstrate a drive towards continual personal growth and development.
Manage major incidents within a multi-vendor environment.

Education and Experience:
B.A. or B.S. in a technology related field.
Previous experience (5-10 years) in IT Service Delivery.
Experience utilizing Service Now toolset.
Certifications in IT service management frameworks, such as ITIL or similar.
Experience within a global matrixed environment.
Experience managing major and complex incidents. Ability to analyze complex technical information and trends to enable resolution of incidents.
Exceptional communication and negotiation skills to manage expectations amongst stakeholders.
Exceptional customer service and ability to build relationships across technical and non-technical teams.
Extensive experience managing vendors and other 3rd parties.
Excellent organizational and presentation skills.
Experience managing service level agreements and ensuring compliance with contractual obligations.
Proactive, resilient, and comfortable with change.
Attention to detail and the ability to work in a fast-paced environment.
Experience leading and mentoring teams.

What you can expect from us:
We succeed together - across the desk and around the globe and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
Apply today!