IT Service Delivery Program Manager
About The Role
This position oversees several key functions within the IT department that enable the delivery of a high-quality service to end users and ensures service support and delivery processes are in place to meet the needs of ZT Systems. This role partners with business and the IT team to meet client expectations. It creates and delivers the governance structure and service management framework, serves as a primary point of contact for IT services & operations, resolves conflicts and issues, and establishes and maintains agreed-upon service levels.
What You Will Do
- Manage 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, and IT communication for the End Users.
- Develop, drive, and deliver an IT service management framework with processes aligned with the overall IT department goals and strategy (Policies, Procedures, SLAs, Guidelines, etc).
- Build a culture of customer service and lead continuous service improvement initiatives.
- Build and establish relationships with all business departments and other Enterprise IT teams.
- Ensure all documentation is properly updated and signoff has been received at each phase.
- Develop and maintain knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users.
- Increase visibility and communication between the service delivery teams, business stakeholders, IT leadership, and other IT support staff.
- Analyze business processes to determine gaps and identify technology-enabled solutions to close gaps.
- Develop and produce health, KPI reports (Annually, Semi-Annual, Quarterly, Monthly, Daily).
- Stay informed of industry and regulatory changes impacting IT service management and reflect changes in internal team processes.
- Lead the process of certification/recertification activities related to IT service management compliance.
What You Bring
- Bachelor’s degree in IT, Computer Science, Engineering, or any related specialization.
- Minimum 5 years of experience leading IT service management in a complex environment with a global footprint (preferable in a manufacturing-type setting).
- ITIL v3, v2011, or v4 Foundation Certification preferred.
- Additional ITIL certification beyond Foundation is a plus.
- Experience with Service Now development is a tremendous plus.
- Demonstrated capability to translate ITIL principles and framework into real-world practice.
- Built processes and organizations to ensure that Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, monitored, and achieved in a multi-vendor environment.
- Experience with vendor interaction and management.
- Capability to think outside the box to develop new ideas, concepts, and solutions to meet new requirements, unarticulated needs, or existing needs through the adoption of emerging technologies.
ZT Systems Assessments
ZT Systems assesses market data to ensure a competitive compensation package is created for all its employees. The typical base salary for this position is expected to be between $123,250 and $150,000 per year. If hired, the final base salary will be determined on an individual basis taking into consideration experience, skills, knowledge, education, and/or certifications. Base salary is just one component of ZT Systems' total rewards philosophy. They offer a wide range of benefits and perks that appeal to the variety of needs across their diverse employee base.
What We Offer
- Competitive base salary.
- Performance-based annual bonus eligibility.
- 401(k) retirement savings plan.
- Tuition reimbursement for eligible education programs.
- 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.
Equal Opportunity Employer
ZT Systems is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Please be aware that certain positions may require the applicant to either 1) be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. 1157, or (iv) Asylee under 8 U.S.C.1158, or 2) be eligible to obtain an export control license or license exception from the Bureau of Industry and Science & U.S. Department of Commerce. All offers of employment will be conditional subject to the foregoing.