IT Service Delivery Manager

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

An IT Service Delivery Manager plays a crucial role in overseeing the delivery of high-quality IT services to clients or internal stakeholders. This position involves managing service delivery teams, developing and implementing service improvement plans, and ensuring that service levels meet or exceed expectations. They work closely with other departments to co-ordinate resources, resolve issues, and streamline processes. Effective communication and problem-solving skills are essential, as this role often serves as a liaison between technical teams and business units, striving to enhance user satisfaction and service efficiency.

- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum of 5 years of experience in IT service delivery or IT support management
- Proven track record of managing IT service delivery functions in a large-scale environment
- Strong knowledge of IT service management frameworks, such as ITIL
- ITIL Foundation or higher certification required
- Experience in incident, problem, and change management
- Demonstrated ability to manage and lead IT support teams
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Experience with vendor management and service contract negotiations
- Ability to conduct performance analysis and generate detailed reports
- Proficiency in utilizing IT service management tools and software
- Working knowledge of IT infrastructure and application deployment processes
- Understanding of security policies and compliance regulations
- Ability to develop and implement process improvements
- Strong organizational and multitasking skills
- Experience in managing budgets and resource allocation
- Ability to foster a culture of continuous improvement
- Leadership skills with the ability to mentor and develop team members
- Strong client-facing and customer service skills

- Monitor and manage IT service delivery performance
- Ensure compliance with service level agreements (SLAs)
- Coordinate IT support teams for incident and request resolution
- Communicate updates and gather feedback from clients and stakeholders
- Identify and implement process improvements
- Manage and resolve escalated service issues
- Conduct regular service review meetings
- Prepare and distribute performance reports
- Analyze service metrics for trends and improvement areas
- Maintain documentation of IT service delivery processes
- Collaborate with other IT departments for service integration
- Oversee the deployment and maintenance of IT infrastructure
- Coordinate training programs for IT support staff
- Manage vendor relationships and service contracts
- Ensure adherence to ITIL best practices
- Develop and implement disaster recovery plans
- Conduct root cause analysis for recurring issues
- Coordinate change management procedures
- Manage budget and resources for service delivery
- Ensure compliance with security policies and regulations
- Foster a culture of continuous improvement and customer-centric service
- Provide leadership and mentorship to team members and new hires

The ideal candidate for the IT Service Delivery Manager role will possess a Bachelor's degree in Information Technology, Computer Science, or a related field, along with a minimum of five years of experience managing IT service delivery or IT support in a large-scale environment. This individual will have a demonstrated track record in overseeing IT service delivery functions, ensuring compliance with Service Level Agreements (SLAs), and implementing ITIL best practices, ideally supported by an ITIL Foundation or higher certification. They will be adept at managing and leading IT support teams, with a focus on excellent communication and interpersonal skills to effectively engage with clients and stakeholders, gathering feedback to enhance service quality. The candidate will excel in analytical and problem-solving abilities, capable of conducting performance analysis and generating insightful reports to drive continuous improvement. Experience in vendor management and negotiation, coupled with proficiency in IT service management tools, is essential. The ideal candidate will have a comprehensive understanding of IT infrastructure, application deployment processes, and security policies, ensuring compliance and effective disaster recovery planning. They will bring a proactive, client-focused approach, with outstanding organizational and multitasking skills, able to manage budgets and resource allocation efficiently. Possessing strong leadership qualities, the candidate will mentor and inspire team members, fostering a culture of continuous improvement and customer-centric service delivery. Adaptability, decision-making prowess, and a high level of integrity will set the candidate apart, making them the perfect fit for this dynamic and challenging role.

- Monitor and manage IT service delivery performance and compliance with service level agreements (SLAs)
- Coordinate and oversee IT support teams to ensure efficient resolution of incidents and requests
- Communicate regularly with clients and stakeholders to provide updates and gather feedback on service quality
- Identify and implement process improvements to enhance service efficiency and effectiveness
- Manage escalated service issues, ensuring timely resolution and appropriate communication
- Conduct regular service review meetings with clients and internal teams
- Prepare and distribute performance reports, analyzing metrics to identify trends and areas for improvement
- Develop and maintain documentation related to IT service delivery processes and procedures
- Collaborate with other IT departments to ensure integration and alignment of service delivery activities
- Oversee the deployment and maintenance of IT infrastructure and applications to support service delivery
- Coordinate training and development programs for IT support staff to enhance skills and knowledge
- Manage vendor relationships and service contracts to ensure third-party services meet organizational standards
- Ensure adherence to ITIL best practices and service management frameworks
- Develop and implement disaster recovery and business continuity plans for IT services
- Conduct root cause analysis for recurring issues and implement preventive measures
- Coordinate change management procedures to minimize disruption to services during updates or maintenance
- Manage budget allocation and resource planning for IT service delivery activities
- Ensure compliance with security policies and regulations in the delivery of IT services
- Foster a culture of continuous improvement and customer-centric service delivery within the team
- Provide leadership and mentorship to junior team members and new hires.

- Strong leadership and mentorship abilities
- Excellent communication and interpersonal skills
- Client-focused with outstanding customer service skills
- Highly organized and detail-oriented
- Proactive problem solver with analytical skills
- Ability to work under pressure and manage multiple priorities
- Collaborative mindset with teamwork orientation
- Strong decision-making and critical-thinking capabilities
- Adaptable to changing environments and requirements
- High level of integrity and professionalism
- Commitment to continuous improvement and process optimization
- Technical proficiency and understanding of IT infrastructure
- Ability to negotiate and manage vendor relationships effectively
- Skilled in time management and resource allocation
- Strong understanding of ITIL and service management best practices
- Proven ability to conduct performance analysis
- Capable of developing and implementing disaster recovery plans
- Experience in managing and resolving escalated issues
- Ability to foster a culture of collaboration and continuous learning
- Strong drive for achieving excellence in service delivery

- Competitive salary range based on experience
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (vacation, sick leave, holidays)
- Flexible work schedules and remote work options
- Professional development and continuous learning opportunities
- Tuition reimbursement programs
- Employee assistance programs for personal and professional support
- Performance-based bonuses and incentives
- Company-sponsored wellness programs and fitness benefits
- Access to latest technology and tools
- Collaborative and inclusive work environment
- Career advancement opportunities within the company
- Access to industry conferences and networking events
- Generous parental leave policy
- Paid volunteer time off and community service opportunities