Manager

• Ensure consistent, reliable, and efficient IT delivery service within a technical domain
• Ensure consistent, high-quality service and drive continuous improvement through standardizing management practices, measuring team efficiency, and fostering ongoing team development
• Act as the primary point of contact for leadership regarding performance of IT service delivery quality within a technical domain in design, transition, deployment, and operational support
• Oversee the end-to-end delivery of IT service quality within the Desktop User Experience domain
• Monitor, manage, enhance and report on IT service performance against agreed SLAs, and KPIs
• Foster a culture of continuous improvement and knowledge sharing within the team
• Ensure the team has the necessary skills and resources to deliver excellent service
• Oversee the resolution of major incidents and problems impacting service delivery
• Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions
• Understand, evangelize, and enforce service delivery lifecycle principles envisioning, design, plan, stabilize and deploy phases
• Collaborate with the Change Management team to ensure changes to IT services are implemented in the most effective and efficient manner, and with minimal disruption to the business
• Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness
• Provide regular reports on IT service performance to senior management and business stakeholders
• Manage relationships with key IT vendors, ensuring they deliver services according to agreed contracts and SLAs
• Contribute to the development and management of the IT service delivery budget. Track and control service delivery costs
• Be aware of the financial health of assigned projects, including budget management, forecasting, and variance analysis
• Oversee and actively participate in operations maintenance and sustainment activities
• Optimize the allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs
• Other duties as assigned

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