IT Service Delivery Manager

Information Technology Service Delivery Manager

Purpose of Position : The Information Technology (IT) Service Delivery Manager will manage key IT initiatives in addition to managing IT budget, and service level metrics.

Essential Job Functions :

• Manage end-to-end service delivery operations to ensure they are executed effectively and efficiently.
• Regularly communicate with business stakeholders to understand their needs, keep them informed on progress, and address any concerns or issues.
• Oversee the service delivery budget, ensuring projects and services are delivered within financial constraints.
• Define and track key performance indicators (KPIs) and service level agreements (SLAs) to monitor service quality.
• Serve as an escalation point for service-related problems and work with internal teams to resolve them in a timely and effective manner.
• Oversee non-enterprise projects from start to finish, tracking progress, managing resources, and resolving any problems in accordance with enterprise defined PMO framework.
• Provide support to IT technical staff for small project initiatives to ensure appropriate artifact management is created and retained.
• Attend key project meetings (where necessary) to better understand project status and take meeting minutes.
• Collect, analyze, and summarize project information and trends as needed create project status reports.
• Assist with the planning of initiatives as part of the bank's annual budget and prioritization process.
• Other duties as needed or assigned by Manager.

Knowledge, Skills and Experience Requirements :