Manager, IT Service Delivery

About the position

The Manager, IT Service Delivery leads the Global Onsite Support and Vendor Service Desk teams, which act as the face of IT and provide support for Haemonetics’ 3,500 end-users. The Manager’s role is to ensure that our internal and vendor teams are aligned to provide seamless service to support the IT needs of the organization. The Manager is responsible for ensuring a high level of customer satisfaction with end users.

Responsibilities

• Lead the Global Onsite Support team, providing guidance, coaching, and mentoring to all team members.
• Enforce consistency in the way the team provides support globally.
• Provide clear guidance, and set performance expectations.
• Conduct regular performance evaluations and feedback sessions.
• Identify skills gaps and create a training and development plan to upskill the team.
• Foster a collaborative team culture, managing vendor support resources effectively, ensuring seamless delivery of services provided by both internal and vendor resources.
• Regularly interface with internal stakeholders (at all levels) to understand technology needs and gaps, and provide a responsive customer service experience.
• Build effective relationships with relevant third-party vendors to ensure successful and effective alignment of IT services to business needs.
• Align with internal technology leads to understand and improve how service delivery is providing value to their teams.
• Develop a high-touch onboarding experience for new users to orient them to the technologies available at Haemonetics.
• Manage the hardware lifecycle for desktops, laptops, mobile devices, and conference room equipment.
• Coordinate communications for the Critical Incident Management process.
• Proactively engage in problem management activities, serving as escalation point of projects with the ability to drive solutions, ensuring recurring incidents are reviewed and ameliorated to improve customer satisfaction.
• Manage SAAS renewals and vendor relationships for certain software products.
• Generate, lead and communicate metrics to key stakeholders with the objective to consistently influence process and system improvements.
• Develop KPIs for team and ensure those metrics are being achieved.
• Identify processes for improvement and drive changes accordingly.

Requirements

• Bachelor's Degree in IT or equivalent training or experience - Required
• 5 years in managing IT Service Delivery or similar - Required
• 3 years in Team management including remote management - Preferred
• Ability to inspire and develop staff
• Excellent collaboration and team building skills
• Demonstrated problem solving skills
• Demonstrated project management skills
• Ability to work within tight timeframes and meet strict deadlines
• Proficient in English written and verbal communication skills
• Knowledge of ITIL and other IT Service management frameworks
• Proficiency with ServiceNow
• Windows operating systems and the ability to troubleshoot and resolve desktop-related issues
• Familiarity with mobile device management (MDM) solutions
• Microsoft Office (0365)
• Teams voice
• AV/Video conferencing technologies
• Multi-Factor Authentication
• Printers