Enterprise Service Delivery Manager

General Job Description: 

The Enterprise Service Delivery Manager (ESDM) is a key role within ACCO Engineered Systems, responsible for overseeing the effective and efficient delivery of IT services across the organization. This role will focus on implementing and managing IT Service Management (ITSM) processes, ensuring high operational standards, and driving continuous improvement in IT service delivery. The ESDM will collaborate closely with various stakeholders, including business leaders, IT application and infrastructure teams, and key vendors, to ensure that IT services meet business needs and expectations.

Essential Duties & Responsibilities: 

• Develop, implement, and manage strategies, policies, standards, processes, and systems necessary to support enterprise-wide ITSM operations.
• Collaborate with Team Leaders and Managers to define application and service control plans.
• Develop business service requirements (SLAs, OLAs, and UCs), develop capabilities and corresponding components of the service, and maintain documentation for delivered services.
• Oversee new and existing processes, including maintaining and improving process management policies and procedures in alignment with best practice frameworks.
• Establish and promote ITSM practices across all ACCO Technology Groups.
• Manage the problem management process to isolate recurring problems and trends; collaborate with other technology specialists and support teams to develop and implement effective troubleshooting processes and solutions.
• Actively engage in enterprise change management to increase the team's capability to meet business objectives.
• Establish and maintain relationships with key stakeholders, including business leaders, IT application and infrastructure teams, and key vendors.
• Manage a team responsible for IT service delivery, including developing and training other service delivery professionals.
• Mentor others in the use of the ITIL framework and promote an enterprise-level approach to all operations team members.
• Manage relationships with third-party Managed Service Providers (MSPs) to develop, deliver, and transition change into operational support.
• Coordinate and evaluate the work of third-party resources and vendors employed for special projects related to IT operations.
• Promote a culture of innovation and continuous improvement by staying abreast of industry trends, new methodologies, and solutions, and incorporating those into daily work activities (e.g., AI toolsets, collaboration tools).
• Configure, implement, and maintain service management application systems such as ServiceNow or comparable systems.
• Handle urgent and complex support cases, including direct troubleshooting and escalation to management when necessary.
• Collaborate with the service desk manager to facilitate the resolution of critical incidents, coordinating with involved parties and establishing effective communication for post-incident reviews.
• Monitor and review documentation of service requests and incidents from ticket creation through successful resolution to ensure completeness, consistent execution of solutions, and maintenance of desired service levels.

Position Requirements (Skills, Work Experience, Education, Certifications, Licenses, etc.):

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 10 years of experience with information systems and IT operations in enterprise-scale environments.
• Minimum 7 years of experience directly supervising IT staff, including recruiting and training employees, communicating job expectations, and monitoring performance.4
• Expert knowledge of ITIL processes or similar best practices (e.g., Change, Incident, Problem Management, and ITSM processes).
• Understanding of project delivery methodologies (Agile, Waterfall, Kaizen).

Preferred Qualifications:

• PM and Six Sigma certification is a plus.

Knowledge, Skills, and Abilities:

• Strong understanding of ITIL and ITSM best practice frameworks.
• Proven track record of successful ITSM implementation in a large enterprise.
• Ability to build a robust enterprise ITSM model and mentor staff to ensure high-quality technical support and a positive customer experience.
• Ability to meet the diverse business and technical needs of the organization.
• Excellent problem-solving skills and the ability to take ownership of problems and follow through until they are resolved.
• Strong teamwork and collaboration skills, with the ability to work effectively with cross-functional teams.
• Excellent communication, interpersonal, and presentation skills.

ACCO Competencies:

• Proactivity/Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Motivation/Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.
• Technical Curiosity/Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• People Skills: Is approachable and gains the mutual trust and respect of others. Understands people’s strengths & weaknesses and actively seeks to understand other perspectives.
• Communication: Fosters open, honest, candid and respectful communication. Effectively assesses, defines and communicates issues in a timely manner, both written and verbal.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.
• Execution: Effectively takes a vision and translates into action by including the right people. Identify and remove barriers, when possible, to achieve results. Demonstrates appropriate compromise, effective time management, prioritization practices and holds team members (including themselves) accountable for their performance/conduct.
• Professionalism: Respectfully observes and challenges the status quo with intent for improvement. Is able to take direction, accept feedback, and take full responsibility for his/her actions. Leads by example through positive influence and ethical leadership with consideration of the entire organization.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Travel Requirements:

This position may require occasional travel to various ACCO locations or to attend industry events.

events.

Hours:

Equal Opportunity Employer:

ACCO Engineered Systems is an equal opportunity employer and values 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.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Competitive Wages:

$106,000 to $143,000 annually. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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Salary : $106,000 - $143,000