Job Description

The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and 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. Maintain high performing service support functions including ITSM, Field Engineering Support and End User computing.

Core Responsibilities:

* Hold the MSP accountable for day-to-day operations, scheduled maintenance, and continuous improvement of our technology landscape. Performance is measured and managed per the contractual SLAs.
* Create and lead the IT organizations Service Provider Management discipline, critical in reducing value leakage caused by organizational fragmentation and a strained vendor relationship. Actively managing the MSP relationship in four key areas; Performance, Financial, Contract and Relationship Management.
* Responsible for leading all KTLO operational disciplines. Using KPIs to drive decisions, this position will work to improve the delivery of IT services through the managed services model and increase customer satisfaction through improved user experience.
* Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
* As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
* Monitor, control, and support service delivery best practices; ensuring systems, methodologies and procedures are in place and followed
* Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
* 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
* Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
* Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
* Provide regular and accurate management reporting on IT Service performance Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
* Be an ambassador for IT, working across the business to provide effective communication on IT matters.

Qualified candidates will have:

* Demonstrates strong business and financial acumen and ability to translate into service delivery strategy
* Ability to build & foster relationships with business leaders
* Influences decisions to produce positive business outcomes
* Strong influencing skills and ability to work across multiple levels of the enterprise
* Demonstrates consulting agility
* Strong knowledge of compensation, talent management, talent acquisition, employee & labor relations, org design, workforce planning, and change management
* Demonstrates ability to be a change leader
* Demonstrate digital awareness and analytics understanding
* Ability to adapt to Emerging Trends
* Demonstrates innovative and strategic thinking
* Strong experience in leadership coaching
* Ability to push strategy forward
* Demonstrates visionary leadership

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Ingredion provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, we will work with the applicant to meet the job applicant's accommodation needs.

Relocation Available:

No