Overview
On Site
USD 45.00 - 55.00 per hour
Full Time
Skills
FOCUS
Release Management
Problem Management
Change Request Management
Technical Support
Effective Communication
Continuous Improvement
Reporting
Training
Stakeholder Engagement
Root Cause Analysis
Service Delivery
Service Level
Accountability
QoS
IT Management
Service Management
Incident Management
ITIL
Management
IT Service Management
Customer Facing
Customer Service
Taxes
Life Insurance
Collaboration
Partnership
Business Transformation
Law
Job Details
W2 ONLY - No C2C
HYBRID IN CLEVELAND OH, OR DALLAS TX
Description
The IT Service Delivery Manager oversees a number of key functions within the IT department that enables the delivery of a high-quality service to end users, and to ensure IT Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. This role ensures IT support function is outstanding and that each business is constantly happy with the levels of service they receive. Considerable interaction with both clients and internal stakeholders isa key aspect to enhance and maintain service delivery. Areas of focus include IT support and task management to include but not limited to Incident and Major Incident Management, Change / Release Management, Problem Management, Request Management / fulfillment and Outage Management.
Responsibilities
Qualifications
Functional/Technical Competencies
Pay and Benefits
The pay range for this position is $45.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Cleveland,OH.
Application Deadline
This position is anticipated to close on Aug 16, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
HYBRID IN CLEVELAND OH, OR DALLAS TX
Description
The IT Service Delivery Manager oversees a number of key functions within the IT department that enables the delivery of a high-quality service to end users, and to ensure IT Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. This role ensures IT support function is outstanding and that each business is constantly happy with the levels of service they receive. Considerable interaction with both clients and internal stakeholders isa key aspect to enhance and maintain service delivery. Areas of focus include IT support and task management to include but not limited to Incident and Major Incident Management, Change / Release Management, Problem Management, Request Management / fulfillment and Outage Management.
Responsibilities
- Responsible for the Incident, Major Incident, Change, Release, Problem and Request fulfillment processes, ensuring high levels of performance in these areas, providing accurate reports and metrics over a period of time.
- Manages and monitors the delivery of services, prioritization of items, and the outcomes for all Change/ Release, Incidents, Requests and Service Requests.
- Assist the management of the CAB and CAB-related release processes including ensuring changes are moved through the lifecycle with the necessary approvals and process being carried out
- Identify trends and changes in the IT Support model by constantly reviewing past performance and proposing a change to resolve it.
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents during and as needed off business hours to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
- Maintain and establish reporting related to Governance of policies and processes for Incident, Change / Release / Problem, Outage and Request fulfillment across the organization through continuous improvement, reporting, training and stakeholder engagement
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Ensure that RCA are completed in an appropriate time frame for any outages
- Arrange Service Delivery meetings with IT Leadership to discuss Service Level Agreements.
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Provide monthly IT Service Delivery metrics for each business area, outlining monthly metrics on Change/ Release, Incidents, Requests and Service Requests.
- Building partnerships and liaising with IT Leadership to demonstrate their impact to the businesses.
- Oversees and reports weekly, monthly, quarterly, and annual metrics.
Qualifications
- ITIL Qualified
Functional/Technical Competencies
- Service Management in a large-scale and diverse environment of incident management and escalation procedures
- Expert knowledge of ITIL disciplines
- At least 2 years of direct hands on experience within an IT Service Delivery model.
- Excellent customer facing/customer service skills
Pay and Benefits
The pay range for this position is $45.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Cleveland,OH.
Application Deadline
This position is anticipated to close on Aug 16, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.