IT Service Delivery Manager

An IT Service Delivery Manager plays a critical role in ensuring the efficient delivery of services to internal stakeholders, aligning service operations with business goals, and driving excellence in customer experience. The IT Service Delivery Manager acts as a bridge between the service delivery teams, customers, and senior management, ensuring smooth communication and operational success. The role is responsible for development, implementation, and management of service delivery processes and frameworks in line with firm's objectives and internal stakeholders' expectations.

Service Level and Availability Management:

Provides a general oversight and effectively manages a delivery of agreed on targets for service level and availability metrics. Manages new service transition processes by collaborating with service owners to define, optimize, and monitor service levels, focusing on reducing mean time to resolution, first-level resolution rates, and customer satisfaction scores.
• Establishes and collects SLA, SLO, SLI, OLA, KPI, and Underpinning Contract metrics to provide data-driven measurement and reporting on the effectiveness and efficiency of IT operations. Analyzes and reviews actual availability levels achieved against established targets.
• Works with Service and Process Owners to proactively identify and implement service improvement projects as needed to correct or improve services. Leads efforts to improve customer feedback response rates and satisfaction scores by implementing best practices in service management and operational efficiency.
• Organizes and leads regular availability review process with both key business and IT stakeholders. Ensures shortfalls in IT availability are recognized and appropriate corrective actions are identified and progressed.
• Initiatives availability risk assessments to identify single points of failure in infrastructure and other areas that put availability of services at risk.
• Drive initiatives to enhance first contact and first-level resolution rates through automation and process optimization.

Change and Problem Management:

• Responsible for coordinating and managing a structured set of activities to process, coordinate, approve, and report on all changes.
• Orchestrates and leads all activities related to CAB/ECAB meetings, Change Freeze, Forward Change Schedule (FSC) calendar, Forward Maintenance Activities meetings, and Post-Implementation Review (PIR) meetings/activities.
• Owns and manages Change Control/Change Enablement process. Audits, monitors, and reports on all Change Control activities.
• Responsible for coordinating all problem management activities including problem identification, control, and error control, root cause analysis, known errors, and work arounds. Audits, monitors, and reports on all Problem Management activities.
• Provide regular reports and analysis on incident trends, root cause analysis, and problem resolution timelines to drive continuous service improvement.

Reporting and Governance:

• Gathers service data as needed for reporting and communications. Assembles and produces Service Level Management and Service Availability reports. Ensure that company defined ITIL processes are being delivered and followed across all regionally.
• Maintain operational excellence through continuous assessment of business processes, tools, and IT services to ensure high-quality service delivery.

To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email staffrecruiting@sidley.com (current employees should contact Human Resources).

Education and/or Experience:

Required:

• ITIL certified.
• Minimum of 5 years IT Service Management experience, incident, major incident, problem, change, release, knowledge, and asset management.
• Minimum of 5 years' experience as a power user of ITSM tools such as ServiceNow/Jira.
• Minimum of 10 years of working in ITIL-based operations organizations.
• Strong demonstrated expertise in Service Operations (Service Advisories, Change Negotiation, Integration of ITSM tools for enhanced monitoring capabilities).
• Demonstrated experience optimizing and improving SLAs, incidents, change quality, asset quality.
• Experience developing, improving, automating service catalogues reducing manual work and wait times.
• Knowledge and implementation of ITSM frameworks such as ITIL.
• Excellent oral and written communication skills with the ability to communicate technical concepts to a technical and non-technical audience.
• Experience working directly with IT and business users. Exceptional Customer and End User Experience focus.
• Demonstrated experience optimizing and improving SLAs, incidents, change quality, asset quality.
• Desire to measure and continuously improve in all areas and facets; metrics & reporting mindset; ability to identify crucial KPI for the organization broadly and service based KPI as needed.
• Demonstrated ability to collaborate with solution owners across functions to establish functional playbooks for specific solution triage.
• Cross functional partnerships - identify, analyse, and develop partnerships through collaboration and facilitation.
• Customer Focus - develop and maintain customer relations with internal stakeholders. Actively seek information to understand customers' circumstances, problems, expectations, and needs
• Excellent communication and interpersonal skills are essential to develop customer relationships and work directly with executive management.

Other Skills and Abilities:

The following will also be required of the successful candidate:

• Fluent in English (and additional languages are a plus)
• Excellent organizational and planning ability
• Excellent cross functional team management skills
• Written and verbal skills - able to communicate at all levels of the business.
• Presentation skills - ability to communicate confidently in front of a varied audience (internal & external stake holders)
• Ability to work in a fast paced and challenging environment.
• Demonstrate ownership and accountability for customer (internal and external) escalations.
• Strong service management skills.
• Team player leading by example.
• Adaptable / flexible - able to multitask.
• Approachable
• Organized
• Strong drive and motivation

Sidley Austin LLP is an Equal Opportunity Employer