IT Service Delivery Manager

Jun 22, 2024
Guildford, United Kingdom
... Not specified
... Intermediate
Full time
... Office work

The Service Delivery Manager (SDM) plays an important role with the IT demand intake process and the coordination of task assignments within EAIT.  The SDM will ensure customer demand is prioritized and resourced. The Service Delivery Manager (SDM) will also manage variety of projects. Examples range from general customer service requests to IT infrastructure engineering projects related to cloud, enterprise networking, compute, database and storage. You will report to the Senior Service Delivery Manager and you will be a member of the Core IT Team responsible for EAIT's Cloud Product Management, Program Management and IT Service Delivery.  

Responsibilities

  • Integrate the new service delivery function within cloud, network and infrastructure engineering teams specific to demand management, workload planning, resource allocation and service request fulfillment. 

  • Gather customer requirements and perform the initial assessment during the customer demand intake process.  

  • Partner with the product manager and team’s resource manager to prioritize customer service requests to ensure understanding within a product pillar’s roadmap.

  • Configure team Jira boards, develop service metrics and create dashboards to aid with data driven decision making.  

  • Conduct process improvement analysis, identify trends and recommend solutions to enhance the service delivery function and customer experience.   

  • Partner with game teams, studios, Site IT, program and product teams to set realistic delivery expectations.

  • Draft end user communications to advise on changes, product enhancements and service disruptions.  

Qualifications

  • 3 years managing IT infrastructure projects.

  • 3 years working knowledge using Waterfall, Agile and Kanban methodologies.

  • 3 years building and maintaining Jira boards.

  • 3 years automating workflows with Jira and creating Slack bots.

  • 3 years using project management tools such as Jira, MS Project, Monday, or Smartsheet.

  • 3 years creating performance metrics and developing reporting dashboards in Jira, Grafana or other reporting tools.

  • Soft skills

    • Analytical and process automation skills.

    • Customer-centric mindset.

  • Other qualifications

    • Project Management Professional (PMP/CAPM)

    • ITIL Foundation (v3/v4)

    • Certified Scrum Master

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