IT Service Delivery Manager - Americas (Atlanta, Hybrid)

CHEP, a Brambles company, helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 13,000 people and operate in more than 60 countries. We’re creating value from massive, connected data. Our unmatched insights illuminate more than 300,000 supply chains, more than a million customers and partners, and over 300 million physical assets that are constantly on the move around the world.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

IT SERVICE DELIVERY MANAGER

POSITION PURPOSE

The IT Service Delivery Manager will join the newly created IT Service Management function, will own the day-to-day execution of Service Delivery disciplines across the IT technology landscape. Supporting the Global Major Incident Manager, the IT Service Delivery Manager will help manage the resolution (based on a follow-the-sun) of all Major Incidents occurring within all technology towers across Internal, External and 3rd Party suppliers. The IT Service Delivery Manager will unite internal and external teams across Service Management, Technology Services Platform teams, Business Platform teams and Product teams to ensure suitable process automation is in place and that there is a collaborative and effective approach to both Service Delivery and Major Incident Management.

This role will develop and embed processes throughout Technology that focus on delivering service excellence to our Corporate users, this will include the delivery of improved Incident Management and Service Delivery processes (Proactive queue management, Push Left, Reduced Reassignment Counts, Aged Ticket analysis, Request and Approvals automation etc.) and other Service Demand related processes focused on positive customer satisfaction and continuous service improvement.

This person will be responsible for reviewing, updating and then owning all documentation related to Regionally focused Service Delivery Standards, Policies and Processes and will ensure that communication and training is undertaken across Corporate and its Suppliers and 3rd Parties where future changes to Service Delivery Standards, Processes and Policies are required.

This role will ensure all requirements for Regional Service Delivery reporting, data and information are understood across all workflows and processes that integrate with Regional Service Delivery Processes (Demand, Availability, Incident, Problem, Knowledge, Change, Configuration etc.).

This role will also act as Global Major Incident Manager as per the specific JD and facilitate the timely recovery of all service-affecting technology incidents and management and control of Service Delivery Management within Corporate. The IT Service Delivery Manager will be expected to contribute to trend reporting, Root Cause Analysis and improve Regional levels of User satisfaction, so is therefore a key operational role in the technology organisation and requires the ability to operate effectively under pressure and to demanding deadlines.

NUMBER OF REPORTS

Direct: 1

SCOPE

Number of Countries: Global (65), but with a Regional focus

Number of Locations: All Corporate locations (500+)

MEASURES

• Deliverables of the Regional Service Delivery plan to be based on the ITSM roadmap and Process best practice

• Recommendations delivered as part of an ITSM Maturity Assessment and ServiceNow Tool assessment specific to Service Delivery should also be considered

• Alignment of Service Delivery to IT programs and business strategic goals

• IT Operations and Service Delivery process resiliency KPI’s to be defined and agreed in the initial 60 days.

• Adherence of the relevant Technology Services, Business Owners and IT Towers to any relevant Service Delivery Management and Major Incident Management processes.

MAJOR / KEY ACCOUNTABILITIES

• Contribute to Service Delivery process direction by setting clear objectives and priorities across workflows and processes to support a culture of service excellence and improving customer satisfaction.

• Support the implementation of the strategic ITSM function, with a focus on Service Delivery Improvement ensuring full adoption of agreed changes to processes and workflows (i.e. Aged Ticket, Shift-left, reassignment reduction, Incident coordination etc.) to realise maximum benefit.

• Ensure processes are in place to fully understand Regional Service Demand as new and improved Business strategy and Projects are defined by our Regional Leadership and Business Users

• Contribute to delivery of guidance and direction of Service Delivery and MI Management SLA’s, OLAs etc. to support the operational objectives of existing and new service delivery.

• Assist with Process Improvement protocols post-major incidents and ensure process uplift where appropriate.

• Be involved in the set up and management of triage teams for incidents which run across areas of responsibility and run to satisfactory conclusion and closure.

• Contribute to the agreement and implementation of strategic quality assurance standards into Service Delivery and ensure that appropriate metrics and trend reports are in place within the Regional Service Delivery sphere of influence.

• Contribute to the promotion of a strong customer-first culture that extends across all service delivery teams, including delivery of service performance metrics and support, driving CSI projects, and delivering training and communication to Regional Users.

• Meet the governance, policy and process requirements e.g., Business and financial planning, procurement, internal audit, people and policies.

• Where relevant, ensure that there is an effective Regional organisational structure in place which enables delivery of ITSM objectives and champions the strategic importance of people, talent management and development issues, building a strong culture of continuous learning and knowledge sharing between specialists and generalists.

• Be involved in regular Regional operational reviews in liaison with IT Operations Governance and wider stakeholders as required.

CHALLENGES / PROBLEM SOLVING

• Drive collaboration between stakeholders who have diverse objectives.

AUTHORITY / DECISION MAKING

• Is fully accountable for meeting allocated technical and/or project/supervisory objectives including the recovery of failing services.

• Has significant influence over the allocation and management of resources appropriate to recover services and/or given assignments and in the delegation of service and project responsibilities.

KEY CONTACTS

Internal: Technology Services Leadership and Peers, Leadership and Peers in Digital and Supply Management, Regional Leaders and Teams

External: Vendors / Contractors as needed

EXPERIENCE

• Significant previous experience within an IT focused role

• 5+ years’ experience managing or influencing technical staff and projects.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience.

Desirable Qualifications:

• ITIL v.3 or v.4 Specialist Qualification

SKILLS AND KNOWLEDGE

Stakeholder Relationship Management

• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.

• Implements a communications strategy, including -but not limited to- handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately

Project Management

• Takes full responsibility for the definition and entire management from start to finish including -but not limited to- costs, schedule, resources, risks, quality, testing, documentation and change management until production with satisfactory completion of medium-scale projects (typically lasting 6-12 months, with direct business impact, teams of 3-5 and firm deadlines).

Third Party Supplier Relationship Management

• Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties.

• Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.

• Is responsible for the management and implementation of supplier service improvement actions and programs.

Technical and Business Knowledge

• Multi-domain technical expertise (in at least 4 areas) including: data center, hosting platforms, messaging/collaboration, client services, voice & data networks, application technology services, and IT service management

• ITIL v.3 or 4 specialist certification; working knowledge of IT Service Management

The salary range for this position is $100,000 to $140,000. Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.” Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.