WorkNomads

IT Support

• Manage service delivery against agreed SLAs, KPIs, and operational targets.
• Coordinate cross-functional delivery teams across multiple technology domains.
• Act as the primary contact for Operations Managers and account stakeholders.
• Own the operational health of all IT services supporting the account.
• Ensure business-critical systems remain available, reliable, secure, and performant.
• Coordinate incident response, service restoration, and communication during critical issues.
• Lead operational reviews and drive continual service improvement initiatives.
• Manage operational risks, mitigation plans and escalations through resolution.
• Understand system architecture, integrations, and dependencies between platforms.
• Review and coordinate the resolution of complex technical issues.
• Support infrastructure, application, and integration improvements.
• Manage multiple concurrent technology and process improvement projects.
• Manage engineering teams and external vendors on enhancements and issue resolution.
• Facilitate project planning workshops and stakeholder meetings.
• Track milestones, dependencies, budgets, risks, and resource allocation.
• Ensure projects are delivered on time, within scope, and aligned with business priorities.
• Drive user adoption through effective communication, documentation, and training.
• Conduct post-implementation reviews to measure outcomes against expected benefits and identify lessons learned.
• Maintain a roadmap of continuous improvement initiatives and recommend priorities based on business impact and ROI.
• Lead geographically distributed technical teams.
• Mentor engineers and technical support staff.
• Conduct performance reviews and coaching.
• Manage workforce planning and capacity management.
• Change management

IT Service Delivery Manager