The IT Service Delivery Program Manager oversees several key functions within the IT department to ensure service support and service delivery processes are in place to meet the needs of ZT Systems. This position will partner with business and the IT team to meet the expectations of the client and create and deliver the governance structure and service management framework.
Requirements
- IT Service management
- IT Demand Management
- IT Change Management
- Problem Management
- Incident Management
- Service Improvement & Operational Excellence Plans
- IT awareness & training for the End Users
- IT communication for the End Users
- Technical Writing skills
- Develop, drive, and deliver an IT service management framework
- Lead continuous service improvement initiatives
- Build and establish relationships with all business departments and other Enterprise IT teams
- Ensures all documentation is properly updated
- Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials
- Increases visibility and communication between the service delivery teams, business stakeholders, IT leadership, and other IT support staff
- Analyzes business processes to determine gaps and identifies technology enabled solutions to close gaps
- Develop and produce health, KPI reports
- Stays informed of industry and regulatory changes impacting IT service management
- Lead the process of certification / recertification activities related to IT service management compliance
Benefits
- Competitive base salary
- Performance-based annual bonus eligibility
- 401(k) retirement savings plan
- Tuition reimbursement for eligible education programs
- Comprehensive medical, dental, and vision coverage with access to leading providers
- Mental health resources and employee wellness support programs
- Company-paid life and disability insurance
- Paid time off (PTO) and company-paid holidays
- Parental leave and family care support programs
- Structured training programs and on-the-job learning opportunities
- Matching gifts and volunteer programs to support causes you care about
