Description

Job Summary

The IT Service Delivery Manager will lead and oversee end-user support across all Inogen facilities worldwide, including the management of IT workstation hardware, software, peripherals, telephone handsets, corporate mobile phones, network and email accounts, new hire provisioning, terminations, deskside support, and remote assistance. This role is pivotal in enhancing the ServiceNow processes by applying ITIL best practices. The manager will be responsible for both internal and external offshore teams, ensuring efficient handling of requests and incidents, and for managing vendor deliverables to ensure high-quality service and support.

Responsibilities (Specific tasks, duties, essential functions of the job)

• Service Operations Management: Oversee and manage internal teams as well as offshore vendors to ensure efficient handling of all IT requests and incidents. Coordinate efforts to deliver high-quality support and service across different regions.
• Vendor and Offshore Team Management: Manage relationships with offshore vendor teams, including setting expectations, monitoring performance, and ensuring timely and effective delivery of services. Approve and oversee purchases of IT hardware, infrastructure products, and services.
• IT Asset Management: Plan, design, procure, implement, and manage IT assets such as hardware, software, workstations, peripherals, telephone handsets, corporate mobile phones, and other IT resources.
• Continuous Improvement: Drive continuous improvement in IT Service Desk operations, applying ITIL best practices to enhance efficiency and effectiveness. Design, document, and implement improved IT operational processes and workflows within ServiceNow.
• Performance Monitoring: Develop and track performance metrics for incidents and requests to ensure service levels meet business requirements. Monitor and manage KPIs for IT Service Delivery, striving to make the Service Desk the primary channel for IT services.
• Knowledge Management: Oversee and maintain the Solutions/Knowledge repository, ensuring high-quality solutions are readily available and easily accessible.
• Service Agreements: Develop and manage Service Level Agreements (SLAs) and Business Level Agreements (BLAs) to set clear expectations and measure performance.
• Communication Management: Manage communications related to outages, emergency activities, and other critical updates to the organization.
• Project Leadership: Lead initiatives to enhance or implement new IT Service Desk capabilities, ensuring alignment with organizational goals.
• Business Support: Support business initiatives by leveraging IT Service Desk resources and implementing new technologies and components as needed.
• Compliance and Security: Ensure adherence to SOX compliance requirements and industry best practices for IT client resources. Implement and enforce information security best practices. Ensure that all required documentation and processes are in place and maintained.
• Audit Support: Provide support for audits related to IT operations, ensuring that all SOX compliance and security-related documentation and evidence are readily available. Facilitate and manage internal and external audit processes, addressing findings and implementing necessary corrective action.
• Adherence to Policies and Processes: Ensure that all IT client resources and operations adhere strictly to organizational policies, procedures, and industry standards. Monitor compliance with established guidelines to maintain a secure and efficient IT environment.

Qualifications (Experience and Education)

• Bachelor’s in Information Technology, Computer Science, Engineering, Mathematics, Accounting, Finance, or equivalent, required.
• 8 years of experience in corporate Client support role, required.
• 3 years of experience in a supervisory or management position within a corporate IT department, required.
• At least 3 years of experience in ServiceNow ITSM, Asset Mgmt, CMDB.
• At least 3 years of experience in Mobile Device management tools such as Microsoft Intune, JamF.
• Experience in VoIP Solutions such as Ring Central, Five9.
• Microsoft, ITIL, HDI or similar certifications, preferred.
• Knowledge of enterprise telecommunications technologies used on-premises and in cloud VoIP systems.
• Knowledge of Sarbanes-Oxley General Computer Controls, COBIT, NIST, and other industry best practices for information security and risk management.
• Advanced knowledge/proficiency in the configuration and management of enterprise cloud IT systems such as Microsoft Office 365, Microsoft Azure, Okta, Mimecast, Carbonite enterprise backup, CrowdStrike protection, and similar technologies, required.
• Advanced knowledge/proficiency in the configuration and administration of IT infrastructure software systems such as Microsoft Windows Server, Active Directory, file/print servers, Group Policy, DNS, DHCP, Microsoft Exchange, Microsoft SQL Server, and similar technologies, required.
• Advanced knowledge/proficiency in installation and configuration of enterprise IT workstation hardware & software such as Microsoft Windows, Microsoft Office, internet web browsers, Sonicwall VPN client, and similar technologies, required.
• Knowledge/proficiency in MS Project, Excel, and other MS Office applications, required.
• A combination of training, education, and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.