Service Delivery Supervisor

Position Summary The Service Delivery Supervisor is responsible for leading technical teams that support critical business functions, ensuring the efficient and reliable operation of all technical support activities. This role plays a key part in aligning IT services with the company's strategic goals and optimizing the use of technology infrastructure. The Service Delivery Supervisor collaborates with cross-functional teams to deliver solutions that adhere to organizational standards while prioritizing an exceptional customer experience.

The successful candidate will drive team performance, implement process improvements, track key performance metrics, and partner with vendors to support hardware and software needs. Innovation, proactive problem-solving, and a commitment to service excellence are essential to success in this role.

Key Responsibilities

1. IT Service Desk Leadership

• Supervise, mentor, and manage the IT Service Desk team.
• Identify training and development opportunities to enhance team capabilities.
• Foster a culture of accountability, innovation, and customer focus.

2. Service Delivery Optimization

• Oversee ITIL-compliant service desk processes, including Incident, Problem, Change, and Service Request Management.
• Identify process gaps, recommend enhancements, and implement efficiency improvements.
• Leverage automation to streamline processes and improve accountability.
• Adjust service desk tools and workflows to meet evolving business requirements.

3. Customer Experience Management

• Establish clear service commitments and manage expectations with internal customers.
• Monitor, track, and analyze Service Level Agreements (SLAs) to ensure performance targets are met.
• Develop and share performance dashboards with IT and business leadership.
• Actively respond to user inquiries, ensuring timely resolution and a positive support experience.

4. Cross-Functional Collaboration

• Partner with IT teams and business units to align service delivery with company objectives.
• Collaborate across departments to identify pain points and implement effective solutions.
• Communicate software, hardware, and operational issues and coordinate resolution efforts.
• Work in partnership with the People & Engagement team to align employee experience measurements and continuous improvement.

5. Asset and License Management

• Oversee IT purchasing activities, ensuring cost-effective procurement practices.
• Track software licenses and maintain accurate records for compliance.

6. Travel Requirements

• Occasional travel may be required for team meetings, training sessions, and professional development.

Additional duties may be assigned as needed.

Certifications and Professional Development Candidates must possess or obtain, within a reasonable timeframe, one or more of the following certifications:

• ITIL 4 Practice Manager (PM)
• ITIL 4 Managing Professional (MP)
• ITIL 4 Strategic Leader (SL)
• ITIL 4 Master

Required Skills and Abilities

• Strong telephone and communication skills.
• Excellent interpersonal and relationship-building skills.
• Customer-focused mindset with the ability to manage challenging situations with tact.
• Proactive, self-motivated, and highly organized.
• Capable of multitasking and prioritizing tasks in a fast-paced environment.
• Demonstrates professionalism, reliability, and a positive attitude.
• Strong teamwork and collaboration abilities.

Customer Service Excellence

• Responds promptly to customer needs and requests.
• Solicits feedback to continuously improve service quality.
• Ensures consistent follow-through on service commitments.

Professionalism and Teamwork

• Treats colleagues and customers with respect and professionalism.
• Maintains composure under pressure and takes responsibility for outcomes.
• Works collaboratively across departments to achieve shared goals.