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End User Support Service Delivery Manager

Company Name:
Arca24.com
Minimum salary: 110000.00 USD
Maximum salary: 125000.00 USD
Salary period: Annual
SalaryAdditional: Bonus
End User Support Service Delivery Manager
Salary: 110-125K plus 15% Bonus
Looking for a Manage over all of corporate desktop, field technology for sales. PC, desktops, laptops, mobile devices, remote devices. Field locations operations, customer sales, marketing. Will deal with outsourced vendors. Prefer a degree, great soft skills. Must deal with customer satisfaction, performance issues, KPI processes. This person will come up technical, travel nationwide, support preferably Internationally. Helpdesk of all local and field technology. Will manage half-dozen people directly as well as outsourced resources. Some travel up to 30% of the time.
Key Responsibilities
- IT Service outcome and IT Service delivery quality
- Initiation of Continuous Service Improvement Program (CSIP) for IT Services
- Integration of IT Service structure to provide value and enablement within the business process- l Update of the IT Service Portfolio, IT Service Catalog with approved IT Service modifications
- Establishment and agreement of realistic Service Level Goals with the business
- Establishment of IT Service pricing and chargeback information where appropriate- l Approval of IT Service improvements aligned with IT Service strategy
- Work with Business Relationship Managers to ensure current IT Services meet business needs and relevant to the defined IT Services offerings
- Definition of a roadmap for future IT Services
- Definition of IT Service bundles and IT Service Components to fulfil business needs, regulatory requirements and operational efficiencies
- Accountability for the Service Levels, measurements, service bundles, resources, pricing and internal IT cost allocations
- Design of IT Service options between quality and cost based on business needs and IT capabilities and completeness

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