East Coast Service Delivery Manager

Requisition ID:  36415
Business Unit:  Meggitt USA Services (Meggitt USA Servic
Location: 

GA, United States, 30153

Meggitt is a global engineering group specializing in extreme environment products and smart sub-systems for aerospace, defense and energy markets. We employ over 11,000 people across manufacturing facilities in Asia, Europe, North America, with regional bases in India and the Middle East.

Job Designation

The US Service Delivery Manager provides leadership for the US Service Delivery function and ensures that operational requirements for IT services are understood, thoroughly documented and delivered throughout the service lifecycle. This role ensures that the team has the necessary management processes, organization structure and people skills, and governance mechanisms to keep business stakeholders up to date with performance.

 

Due to the global nature of this role it is important that you are willing to work outside of normal US working hours on occasion.
 

Key Skills:

  • Service Level Management
  • Supplier Management
  • ITIL Lifecycle – Incident, problem, reporting
  • IT governance

Job Core Responsibilities

  • Leads the team(s) that provide day-to-day consultation, training, instruction, trouble-shooting and problem-solving to computer users
  • Assists in managing vendor solutions for delivery and support of applications and systems 
  • Ensures resources are leveraged appropriately to meet commitments, while maintaining high quality of service
  • Recommends changes or enhancements in available information technology or equipment as prompted by feedback via the user support function
  • Tracks and analyzes metrics; identifies areas of need and creates strategies to enhance end-user capacity and minimize reliance on support personnel
  • Leads and directs work for team of employees as defined by business needs
  • Manages staff selection, performance, development and training processes to ensure team competencies and capabilities to reach the business goals and expectations
  • Other responsibilities as assigned
  • Consistent exercise of independent judgment and discretion in matters of significance
  • Regular, consistent and punctual attendance is required. May need to work nights and weekends, variable schedule(s) and additional hours as necessary
  • Strong managerial experience and knowledge that span the Information Service Delivery Function
  • Experience developing tactical methodologies, enhancing/maintaining processes and ensuring compliance to standard processes across the Information Services Delivery
  • Solid analytical skills and judgment to proactively identify and solve increasingly complex problems 
  • Strong attention to detail, good organizational skills and the ability to prioritize with changing situations
  • Excellent interpersonal, verbal and written communication skills to drive tasks to completion
  • Proficient in Microsoft Office Suite and database management tools

Job Specifications

Education:  Post-secondary degree or equivalent combination of relevant education and work experience that will allow successful performance of job expectations
Certifications:  ITIL V3 Foundation minimum, ideally intermediate level
Experience:  5 - 10 years of relevant experience

Required Skills/Experience:

  • Managing a large scale IT Service Delivery function (experience desirable)
  • Managing change (e.g. change project expanding service delivery e.g. from regional to global desirable)
  • Multi-site, multi country experience
  • Experience of maturing service delivery departments.
  • Able to lead, coach and mentor direct reports and teams.
  • Service leadership, with a passion for delivering an outstanding client experience.
  • A patient and methodical approach to dealing with IT issues and managing client expectations.
  • A keen interest in keeping abreast of technology developments, coupled with a sound understanding of the practical application of technology to business requirements.
  • Is familiar with all aspects of service delivery. Displays up to date knowledge of significant areas of operational and/or development environments
  • Demonstrates the ability to make and take responsibility for sound and far reaching decisions on major technical and service delivery issues
  • Has the ability to deliver an efficient and effective service within agreed time and cost constraints
  • Has a broad knowledge of current practices associated with development and service provision
  • Understands the main issues facing both IT and the Organisation’s management in a commercial context, especially in management and control aspects
  • Shows a thorough understanding of applicable project management and/or operational management standards and procedures including technical, quality, safety and financial matters across all areas of service delivery
  • Is at ease and effective in dealing with professionals and managers in other disciplines
  • Has gained senior management experience in service provision discipline

Proficient in:

  • Service level agreements
  • Operations Management
  • Corporate, Industry and Professional Standards – e.g. accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL standards
  • Experience of implementing service management platforms e.g. ServiceNOW

 

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Meggitt is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-855-474-7665 or HRISon@meggitt.com.

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