IT Service Delivery Manager in Information Technology Exchange Center |
Buffalo State, State University of New York, seeks candidates for the position of IT Service Delivery Manager in Information Technology Exchange Center
The Service Delivery Manager is responsible for ensuring customer satisfaction and continuing to grow the relationship between ITEC and its customers. This includes ensuring that ITEC’s service and project teams are achieving business objectives and delivering the highest quality services. This position requires understanding individual customer organizations, identifying process improvements, and exploring opportunities for and supporting services beyond the core offerings within ITEC with regard to the customer organizations. Assist in training of new staff. Teach/present seminars and conduct workshops as needed through the SUNY Center for Professional Development or at SUNY technology conferences. The Service Delivery Manager is responsible to respond to P1 Incidents (Emergency Incidents) occurring on and off hours in a timely fashion, adhere to ITEC’s security policies and procedures and participate in training, and must account for work effort performed by documenting in current ITSM tool by completing weekly timesheets. This position requires that the successful candidate be available to work various shifts to assist with providing 24 × 7 support.
Primary responsibilities include:
•Serve as the ITEC liaison for campuses receiving ITEC’s managed services
•Coordinate among multiple ITEC internal teams to ensure consistent and quality service delivery to the campuses
•Organize and run regularly scheduled meetings with the customer contacts for assigned campuses and participate in customer advisory board meetings as requested
•Oversee ITEC’s support activities for assigned campuses
•Manage issues which may arise related to services
•Run service delivery engagements and transition campuses to ITEC services
•Monitor service delivery, solicit feedback and customer satisfaction and address any customer concerns relevant to the ITEC services at regular intervals
•Participate in the formulation and maintenance of an appropriate Service Level Management (SLM) structure for service delivery
•Participate in the planning, coordination, and implementation of IT services
•Participate in the development and implementation of processes and controls within the ITEC services.
•Ensure appropriate Service Level Agreements (SLA) are in place for services and Service Level Objectives (SLO) are being met
•Develop and review service metrics
•Report on service performance and achievements
•Align IT Service Management (ITSM) solutions to ITEC’s and its customers’ business needs
•Design consistent service delivery processes with other Service Delivery Managers to provide consistent service delivery across all customers
•Participate in Service Management process improvement activities to assure continual improvements and value creation for our customers
•Assist in organizational change initiatives to make better use of ITEC services and resources while still providing quality service to campuses
•Serve in a business relationship management role to help campuses understand other services that ITEC could provide
•Promote a positive image of ITEC
Required Qualifications:
Preferred Qualifications:
1. Experience in higher education 2. Experience with remote end-user support 3. Experience with desktop support (Mac and Windows) 4. Experience with printer administration and support 5. Experience with network administration 6. Experience with Windows server administration (printers, active directory, IIS, etc.) 7. Experience with email administration 8. Experience working on virtual teams, including the use of online collaboration tools 9. Experience motivating colleagues / team members 10. Experience with identity management / single sign on 11. ITIL certification or training 12. PMI certification or training in PMP, CAPM, or PMI-ACP |
Qualified applicants may apply online at https://jobs.buffalostate.edu/postings/5876
Buffalo State is an affirmative action/equal opportunity employer and committed to respect for diversity and individual differences.
Buffalo State, The State University of New York
The evolution of learning communities in higher education during the last decade is one of the most exciting, academically challenging, student friendly developments in years. Learning communities are academically challenging and extremely rewarding.
At Buffalo State, a learning community is a block of courses that explores a complex theme through four or five classes. The faculty work to demonstrate how their particular course reflects the theme and connects to learning in other courses. Students take all of these courses together and form friendships that last beyond graduation.
Equally as important, students learn material at a deeper level because they spend more time discussing ideas and working to master the lessons.