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Service Delivery Manager

MMD Services, Inc Chicago, IL Full-Time
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Our Client is one the largest manufacturing companies of the world. This role covers 35 sites in North America, managing the team of 12 support engineers with multiple points of focus involving, procurement, change management, juggling a number of on-going projects and initiatives. The roles serves as a liaison between the technology department and CEO/senior leadership, also responsible for managing a fast-paced 11-member technical support team. Collaborating and leading other support and process teams including Change, Release, Service Desk and Purchasing to better define processes and standards and improve the company’s business relationships with vendors, holding each accountable for their provided service.

  • Monitor IT support workload for the region and priorities resource allocation to ensure an effective IT service for the business remotely or at the desk side
  • Ensure that the standards and policies are utilized to execute support tasks
  • Train, coach & guide the IM Analysts to facilitate their service provision
  • Conduct formal performance reviews of IM Analysts, facilitate their implementation of individual objectives and personal development plans
  •  Analyze daily, weekly and or monthly service metrics for the region and actively identify process improvement opportunities
  • Own or facilitate the implementation of process improvement objectives
  • Own or provide input into budget for regional IM CERs
  • Within the IM organization, routine contact will be necessary with internal staff, IM managers and vendors.

Within the business sector, regular contact is required with key users of internal systems essential:

  •  Demonstrable 365/24X7 customer service commitment
  •          Structured, analytical and problem solving abilities
  •          Proficiency in supporting Microsoft back & front office application suites
  •          Experience of remote management for teams and service provision
  •          Flexibility to work extended hours as dictated by business need
  •         ITIL certification is a plus 

A Star Candidate would have some highlights in their backgrounds such as:


  •         Managing numerous support services projects
  •         Producing a well-received, high-value drop-in session weekly time slot at the corporate office for staff to stop by to ask questions and resolve technical issues without the need to create a ticket, reducing time to rectify individual technical issues and return the device, providing valuable efficiency in the process
  •        Tack record minimizing build-time of computers by establishing a process to always purchase machines from dedicated partner to avoid order/delivery time delays, establishing standards included programs, significantly decreasing time to put in the hands of new employee
  •         Implementation of a service catalog to improve the purchase process for hardware, requesting software and the onboarding leaver process for HR. Early results of the program show significant time savings and process improvement 

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