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IT Service Delivery Manager

Company: Robert Half
Location: Fort Worth
Posted on: May 28, 2023

Job Description:

As an IT Service Delivery Manager, your primary responsibility is to ensure the effective and efficient delivery of IT services within an organization. You will oversee the entire service delivery process, from planning and implementation to monitoring and improvement. Your role involves managing a team of IT professionals, coordinating with various stakeholders, and ensuring that service level agreements (SLAs) are met.
Here are some key aspects of the IT Service Delivery Manager job description:

  • Service Delivery Strategy: Develop and implement a comprehensive service delivery strategy aligned with the organization's goals and objectives. This includes defining service standards, processes, and procedures.

  • Team Management: Lead and manage a team of IT professionals, including service desk agents, system administrators, network engineers, and other technical staff. Provide guidance, coaching, and support to ensure high-quality service delivery.

  • Service Level Management: Establish and monitor service level agreements (SLAs) with internal and external stakeholders, ensuring that services are delivered within agreed-upon timelines and quality standards. Conduct regular performance reviews and address any issues or escalations.

  • Incident and Problem Management: Oversee the handling of incidents and problems, ensuring timely resolution and minimal disruption to business operations. Coordinate with technical teams to identify root causes and implement corrective actions.

  • Change Management: Implement a structured change management process to control and track changes to the IT infrastructure and services. Ensure that changes are properly assessed, documented, approved, and communicated to relevant stakeholders.

  • Vendor Management: Manage relationships with third-party vendors and service providers, including contract negotiations, service level agreements, and performance evaluations. Collaborate with vendors to ensure the delivery of high-quality services and resolve any contractual issues.

  • Continuous Improvement: Identify opportunities for service improvement and efficiency gains. Analyze service metrics, customer feedback, and industry best practices to implement process enhancements and drive continuous improvement initiatives.

  • Budget and Resource Management: Develop and manage the IT service delivery budget, including resource allocation, cost control, and procurement. Optimize resource utilization and recommend investments in tools, technologies, and training to enhance service delivery capabilities.

  • Stakeholder Engagement: Collaborate with key stakeholders, such as business leaders, department heads, and customers, to understand their IT service requirements, address concerns, and communicate service delivery updates. Act as a trusted advisor on IT service-related matters.

  • Documentation and Reporting: Maintain accurate documentation of IT service processes, procedures, and configurations. Prepare regular reports on service performance, key metrics, and operational activities for management review.

    To excel in this role, you should possess strong leadership and communication skills, have a deep understanding of IT service management frameworks (e.g., ITIL), and be able to navigate complex technical environments. Additionally, staying updated on emerging technologies and industry trends is crucial to ensure effective service delivery.
    Requirements ITIL - IT Infrastructure Library, Change Management, Audio Visual, Computer Incident Response Team (CIRT) Technology Doesn't Change the World, People Do. -
    Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
    Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app ( and get 1-tap apply, instant notifications for AI-matched jobs, and more.
    All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit for more information.
    - 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

Keywords: Robert Half, Fort Worth , IT Service Delivery Manager, Executive , Fort Worth, Texas

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