Technology Services Delivery Manager

Coke Florida is searching for a Service Delivery Manager to work out of our Tampa HQ area office, working Mon-Fri from 8AM-5PM.

The Technology Service Delivery Manager oversees a number of key teams and functions that ensure technology applications and services are properly supported, technology systems and hardware is maintained across facilities, and high quality technology services are delivered to Coke Florida associates. This position oversees a team of Incident Managers, Digital Guides and Field Technology Analysts to ensure these goals are met. This person must also establish and manage expectations with technology leadership as well as executives across various business organizations to drive the team to achieve those expectations at a high standard.

Roles and Responsibilities:

• Monitor, control, and support technology service delivery across all Coke Florida facilities and functions ensuring the systems and procedures in place are followed and quality solutions are delivered.
• Own the incident, service request, change, and escalation processes, ensuring high levels of performance, accurate reporting, and establishing service improvement activities when required.
• As owner of the escalation process, take ownership of major incidents to ensure coordination between resolving parties, effective communication to stakeholders, and post incident review processes.
• Undertake immediate effort to restore any failed technology application or service as quickly as possible.
• Provide first-line and specialized investigation and diagnosis of all incidents and service requests across production application and systems portfolio.
• Establish key relationships and improve technology service delivery processes.
• Act as an ambassador for technology, work across business roles and locations to provide effective communications on technology issues and provide a conduit for communication between departments.
• Work closely with business and technology team members to drive quality results and improvement of technology services.
• Monitor, control, and support technology service delivery across all Coke Florida facilities and functions ensuring the systems and procedures in place are followed and quality solutions are delivered.
• Own the incident, service request, change, and escalation processes, ensuring high levels of performance, accurate reporting, and establishing service improvement activities when required.
• As owner of the escalation process, take ownership of major incidents to ensure coordination between resolving parties, effective communication to stakeholders, and post incident review processes.
• Undertake immediate effort to restore any failed technology application or service as quickly as possible.
• Provide first-line and specialized investigation and diagnosis of all incidents and service requests across production application and systems portfolio.
• Establish key relationships and improve technology service delivery processes.
• Act as an ambassador for technology, work across business roles and locations to provide effective communications on technology issues and provide a conduit for communication between departments.
• Work closely with business and technology team members to drive quality results and improvement of technology services.

For this role, you will need:

• Highschool Diploma or equivalent experience
• Minimum 5 years experience leadership experience in an IT Service Delivery Role/Customer Relationship Management role
• Business and technology acumen
• A passion for technology and customer service
• Previous experience as a Team Lead or demonstrable experience in leading teams
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Knowledge of ITIL disciplines
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility
• Broad understanding of the following technologies:
• ITSM tools and processes
• Desktop troubleshooting
• Network administration (add, move, change)
• Device Management Tools (Intune, MDT, Etc..)
• Mobile Device Support (Android and iOS
• Active Directory
• Cloud computing
• Contemporary software application technologies
• Ability to work within a diverse environment