IT Service Delivery Manager

Be an essential element to a brighter future. 

We work together to transform essential resources into critical ingredients for mobility, energy, connectivity and health. Join our values-led organization committed to building a more resilient world with people and planet in mind. Our core values are the foundation that make us successful for ourselves, our customers and the planet. 

Job Description

The IT Service Delivery Manager will align IT service delivery with broader business goals, ensuring exceptional service quality and customer satisfaction. This role focuses on continuous improvement, innovation, and optimizing the cost and efficiency of IT services.

Key Responsibilities:

• Strategic Alignment: Align IT service delivery with broader business and product goals.
• Communication: Convey technical concepts to both technical and non-technical stakeholders effectively.
• Industry Leadership: Stay abreast of industry developments to ensure Albemarle IT remains a leader in IT service delivery innovation.
• Cost Optimization: Optimize the cost of service delivery of IT services.
• Service Delivery: Oversee the successful delivery of all IT services, ensuring services meet agreed SLAs and customer expectations.
• Operational Processes: Define and continuously refine operational processes and best practices to scale IT service delivery effectively.
• Service Management: Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders.
• Stakeholder Collaboration: Work with business stakeholders and technology partners to define Service Management (Incident, Problem, Change, Service Catalog, Request management, SLAs, Governance, reporting, Knowledge Management, Asset, CMDB, IT comms), etc.
• ITSM Enhancements: Work with the ITSM team to prioritize, plan, and execute ServiceNow enhancements.
• Performance Tracking: Establish KPIs and metrics to track the performance of operational functions, including system uptime, incident response times, and automation efficacy.
• Service Quality: Analyze service metrics and user feedback to identify areas for improvement, develop action plans, and implement solutions to enhance service quality and end-user satisfaction.
• Best Practices: Define and implement a strategy to drive the adoption of service management and operational best practices.
• Governance: Own ITSM governance for all teams company-wide.

Qualifications:

• ITIL Certification: ITIL Foundation or Practitioner certification.
• Service Management Platform Knowledge: Deep knowledge of ServiceNow, Zendesk, and other service management platforms.
• Help Desk Operations: Strong understanding of help desk operations, ITIL practices, and incident management systems.
• IT Infrastructure Knowledge: Familiarity with IT infrastructure, networking, databases, and cloud solutions.
• Communication Skills: Exceptional communication and interpersonal skills.

Benefits of Joining Albemarle

• Competitive compensation

• Comprehensive benefits package

• A diverse array of resources to support you professionally and personally.

We are partners to one another in pioneering new ways to be better for ourselves, our teams, and our communities. When you join Albemarle, you become our most essential element and you can anticipate competitive compensation, a comprehensive benefits package, and resources that foster your well-being and fuel your personal growth. Help us shape the future, build with purpose and grow together.