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IT Service Delivery Manager

Company: Stefanini, Inc.
Location: Bethesda
Posted on: May 17, 2020

Job Description:

Who we are Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. What will you do? Daily Act as SPOC (Single Point of Contact) for clients Responsible for day to day delivery of Service Desk Provide leadership, direction, coachingmentoring of direct reports Utilize all available tools for Ensuring contractual deliverables are met Manage Scope of Work Changes of Scope Ensure direct reports complete job tasks and required documentation (Service Desk tickets, status reports, etc.) Ensure all Stefanini employees follow the applicable Stefanini handbook Drive Continuous Improvement Create cohesive team environment through consistent management Queue monitoring management ensure workload is balanced Attend all required meetings and conference calls Adhere to Project Quality Process ApproveDecline employee vacation requests within one business day Weekly Host weekly client meetings Coordinate weekly project updates with management and direct reports Hold weekly team meetings with your staff as required Meeting minutes must be posted and available to team within one business day Action items will be recorded and followed up on at the beginning of each staff meeting Bi-Weekly Verify timesheets from direct reports have correct billing codes and approved in a timely manner Monthly Assign a minimum of one training course or project to develop employees skills (to be tracked on monthly one on one) Ensure team members resume, skill-set, company asset, and training records are updated on Stefanini intranet Review and update all team contact lists Complete the active list Review and follow all applicable iDoc documents for Deskside and your own department Review and recertify if necessary any employees certifications Review budget Complete monthly billing Yearly Performance evaluations conducted annually based on parameters set by Stefanini Human Resources Responsible for working with Manager to apply eMerit As Required Responsible for gathering requirements of work requested outside of our scope of responsibility (Special Projects) Responsible for working with Manager and Human Resources on all LOA and tuition reimbursement requests All tasks must be completed within the allocated timeframe without the need for reminders Complete all required Manager Training per the departmental training matrix Responsible for working with Team Leader and Human Resources for hiring and disciplining direct reports Enforcing EntryExit Procedures when gaining or losing an employee with Team Leaders Participate in Stefanini Focus Groups when requestedor available Prior to vacation, update your calendar and voicemail, notify your team, customer, manager, and turn on your Out of Office Assistant in Outlook What you ll get Work with brilliant minds, often within a global capacity Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we re different Brazilian and privately owned company Agility, flexibility, and innovation are in our DNA Flat organizational structure which enables faster communication and decision making Open floor plan environment where collaboration is highly encouraged! Take a look for yourself Here's one of our own, talking about the culture, space and growth opportunities httpswww.youtube.comwatch?vj8O37KNINdY What do you need to succeed? Bachelor s degree or four year equivalent preferred Minimum of 6 years experience working in management IT role Financial Management Experience In-depth understanding of IT industry dynamics Critical thinking and problem solving skills High toleranceevolved ability to lead and manage ambiguous situations Excellent relationship skills Superior verbal, written, facility and presentation skills Collaboration and team leadership abilities Effective time and project management skills ITIL Foundations experience a plus Strongly preferred Experience in retail service desk, field services

Keywords: Stefanini, Inc., Bethesda , IT Service Delivery Manager, Executive , Bethesda, Maryland

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