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.
• Regularly interface with internal stakeholders to understand technology needs and gaps.
• Build effective relationships with relevant third-party vendors.
• Align with internal technology leads to improve service delivery.
• Develop a high-touch onboarding experience for new users.
• 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.
• Manage SAAS renewals and vendor relationships for certain software products.
• Generate, lead and communicate metrics to key stakeholders.
• Develop KPIs for the team and ensure those metrics are being achieved.
• Identify processes for improvement and drive changes accordingly.
• Onsite presence required 4 days per week.

Requirements

• Bachelor's Degree in IT or equivalent training or experience - Required
• 5 years in managing IT Service Delivery or similar - Required

Nice-to-haves

• 3 years in Team management including remote management - Preferred