Manager II, Service Delivery

American Bureau of Shipping (ABS)

Houston, Texas

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JOB DETAILS

SKILLS

Accidental Death and Dismemberment (AD&D), Administrative Skills, Change Management, Communication Skills, Customer Support/Service, Database Administration, Delivery Management, Desktop Administration, Desktop PC, Disability Insurance, Environmental Management Systems, Establish Priorities, Health Insurance, Help Desk, IP Multimedia System (IMS), Identify Issues, Incident Management, Insurance, Leadership, Leading Edge Technology, Multitasking, Network Support, Organizational Skills, People Management, Performance Management, Preferred Provider Organization (PPO), Presentation/Verbal Skills, Process Improvement, Project Development, Project Planning, Project/Program Management, Quality Management, Regulations, Safety/Work Safety, Service Delivery, Service Level Agreement (SLA), Software Administration, Team Lead/Manager, Team Player, Technical Support, Training/Teaching, Workflow Analysis, Writing Skills

LOCATION

Houston, Texas

POSTED

30+ days ago

The Service Delivery Manager manages and sets direction for the desktop team and the customer service center, while meeting service level agreement goals. Ensures that staff have the necessary tools, training, and information needed to provide technical support to end-users of the organization. The service delivery manager may perform technical tasks, such as troubleshooting technical issues, as well as perform administrative tasks, such as managing team performance. The service delivery manager interacts with various levels of the organization, with clear communication and commitment. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks, leads and directs the work of others, and enforces the policies and procedures to ensure service delivery.

What you will do

Ensures the customer service center and desktop personnel are performing their duties to provide high-quality support.
Monitors and manages desktop support, customer service center, and VIP support functions to ensure optimal service.
Takes accountability for service delivery performance, meeting customer expectations, and driving future demand.
Maintains high performance levels for service-related processes and implements improvement activities wherever necessary.
Takes ownership of critical incidents, coordinates with resolution parties, and establishes effective communication with stakeholders for post-incident reviews.
Oversees the IMS Change Management process and system and ensures the department adheres to the process.
Provides accurate and regular reports to management on the performance of the service delivery.
Identifies system and workflow improvements to enhance the team's efficiency and improve service delivery.
Ensures that systems, procedures, and methodologies are in place to support outstanding service delivery.
Interfaces with IMS server, network, application support, and DBA personnel as well as internal and external customers.
Provide guidance and recommend continuing technical and professional development for subordinate staff members.

What you will need

At least 7 years of experience in the field or in a related area.
Extensive knowledge of the service desk and desktop team processes and software toolsets for the monitoring and resolution of service delivery elements.
Requires a bachelor's degree, or equivalent years of experience, in the area of specialty

Knowledge, Skills, and Abilities Required (KSAR)

Capable of managing multiple priorities through the development of project plans and project management.
Expertise in people management and leadership, and has the capacity to train and guide junior team members.
Strong organizational skills with the ability to manage and prioritize tasks efficiently
Excellent oral and written communication skills.
Must be able to work independently and in a team environment with little supervision.
Needs to be familiar with the ABS Health, Safety, Quality & Environmental Management System.

Reporting Relationships
Reports directly to IMS Management, as appropriate.

Direct Reports
Direct reports may include outside contractors.

ABOUT US

We set out more than 160 years ago to promote the security of life and property at sea and preserve the natural environment. Today, we remain true to our mission and continue to support organizations facing a rapidly evolving seascape of challenging regulations and new technologies. Through it all, we are anchored by a vision and mission that help our clients find clarity in uncertain times.

ABS is a global leader in marine and offshore classification and other innovative safety, quality, and environmental services. We're at the forefront of supporting the global energy transition at sea, the application of remote and autonomous marine systems, cutting-edge technical solutions, and many more exciting advancements. Our commitment to safety, reliability, and efficiency is ever-present, guiding our clients to safer and more efficient operations.

About Our Benefits

ABS Bureau proudly offers a variety of industry-leading benefits designed to enhance the life and well-being of our employees and their families. These benefits include, but are not limited to, medical insurance (PPO and HD), dental and vision insurance, Health Savings Account (HSA), Flexible Savings Account (FSA), life insurance, accidental death and dismemberment insurance, disability leave programs, parental leave program, paid holidays, and paid vacation time. The Company provides

About the Company

American Bureau of Shipping (ABS)

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Manager II, Service Delivery

American Bureau of Shipping (ABS)

Houston, Texas

About the Company

American Bureau of Shipping (ABS)

Resume Resources

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