IT Service Delivery Specialist
Job Locations US-AZ-Phoenix
Posted Date 10/2/2017 2:49 PM
Job ID 2017-1815
# of Openings 1
Category Information Technology
Our Customer in Phoenix, AZ is looking for a IT Service Delivery Specialist whose overall responsibility (and lead facilitator) for the delivery, management and improvement of IT Service Desk services to support the company’s business and meet user needs. Responsible for managing the relationship with the Service Desk vendor partner, serving as a escalate to resolve technical and non-technical issues as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. Responsible to help ensure that value is achieved as anticipated from the managed services model, tracking the related activities and the delivery of the selected initiatives.
Essential Job Functions and Responsibilities
Serve as the primary liaison with BCBSAZ IT stakeholders for IT Service Desk services and the vendor partner
Establish and maintain effective relationships to ensure a two-way flow of information between BCBSAZ and the service provider regarding: service delivery, daily operational issues, service delivery processes as well as process improvement, service strategies, priorities and issues.
Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to ensure that the vendor partner is meeting the agreed upon customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
Ensure all the correct reporting and metrics are available so that early indicators of issues create a clear line of sight for internal management. Work with the vendor partners to create proactive solutions to avoid missing service levels or degradation in quality.
Address and resolve vendor relationship issues and coordinate vendor governance meetings. Monitor the vendor’s quarterly results, corrective actions, compliance with contract requirements and turnover.
With vendor partner, develop and implement processes to enable continuous improvement in performance, efficiency and value delivery. Identify Contract and SLA improvement opportunities and collaborate with vendors and internal business areas to implement improvement plans.
Provide highest tier support for service desk calls where the vendor partner requires escalation and prior to moving to another team for support. Serve as an escalation point for the vendor partner by taking calls, working tickets and working with end users as needed.
Contribute directly to the development and quality of the IT Service Desk strategy and the company’s service delivery capability. Instill service orientation and ITSM awareness.
Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.
Understand and enforce contract and holds vendors accountable to meet service levels
In partnership with the vendor, create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
Develop both short and long-term service and process goals and maturity levels to be achieved over the specified time period.
Work within the management structure to provide thought leadership on IT Service Desk process development, the current position, roadmap and strategic direction.
Facilitate and/or create new procedures and processes that support advancing technologies or capabilities
Research, analyze, track and resolve complex problems
Perform all other duties as assigned
Monitor service and incident requests and initiate requests as appropriate to the vendor partner to help reduce number of calls
Use experience and seasoned judgment to suggest approaches that optimize customer needs, business constraints, and technological realities
Evaluate high-level project information and assess project components to forecast work effort required
Provide review, evaluation, escalation and mentoring to Service Desk vendor partner analysts
Participate and/or lead large or complex technical projects
Create complex ad-hoc reports for internal usage and external usage
Develop programs, time estimates and project schedules based on prioritization and business requirements
Act as primary operational contact for internal and external customers when needed / in the absence of manager
Lead, develop and mentor staff by providing opportunities for growth through delegation, training, and assignment to various project teams; Provide timely feedback to team member on performance
Inform manager of issues impacting department performance including system, resource, and informational barriers
In conjunction with the vendor partner, create and tailor reports from the Service Desk tracking system for all dependent departments
Serve as an escalation point off hours in an on-call setting for issues that cannot be resolved by the Service Desk Analysts or Operations
Handle escalated service issues with the vendor partner
Partner with the vendor partner to restore service promptly on incidents to meet internal and vendor committed Service Level Agreements.
Participate in root cause analysis and issue resolution meetings.
Ensures the highest level of service availability and efficiency of the vendor partner as benchmarked against industry standards, and ensure consistency with enterprise goals and constraints.
Oversee end-to-end processes i.e. ITIL, process management, and problem management of vendor partner and BCBSAZ IT. Manages and set clear expectations around service expectations.
Develop and implements communication and training programs in support of the end-to-end service delivery and managed services relationships. Ensures processes are clearly documented, communicated and understood.
Perform the functions of a Production Support Analyst, a Desktop analyst or other areas in IT as time permits
The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
Required Work Experience
7 years of related and progressive experience combining IT delivery or support, solutions implementation, project management, operations management, vendor management, team leadership
5 years of experience troubleshooting hardware, software and networks in a windows environment
2 years of experience with thin client software and systems
3 years deploying software to desktops/service using automated software and deployment tools
2 years of systems integration experience in a large complex organization
1 year of experience in project management
High-School Diploma or GED in general field of study (All Levels)
Preferred Work Experience
10 years of related and progressive experience combining IT delivery or support, solutions implementation, project management, operations management, team leadership.
10 years of experience troubleshooting hardware, software and networks in a windows environment
4 years of experience with thin client software and systems
5 years deploying software to desktops/service using automated software and deployment tools
5 years of systems integration experience in a large complex organization
3 years of experience in project management
Bachelor’s Degree in Computer Science, Information Systems, Business, or related field (All Levels)
Microsoft MCSA, MCSE, MCSM Certification, or exams toward certification
Certifications: CCA, VCP, MCSA, MCSM, ITIL
Required Job Skills
Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
Advanced PC proficiency
Basic proficiency in spreadsheet, database, flow charting, and word processing software
Working knowledge of WSUS
Knowledge and experience with profile management
Working knowledge of AD (Active Directory)
Advanced knowledge of computer operating systems
Knowledge of Application Virtualization (App-V)
Knowledge and experience with XenApp
Knowledge and experience with XenDesktop
Required Professional Competencies (Applies to All Levels)
Excellent communication skills.
Service, project and results-orientation, with strong analytical and problem-solving skills.
High-energy work ethic, ability to establish vision, drive change and deliver results.
Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
Experience of ITSM software applications and tools, analysis, and reporting.
Knowledge of developing and managing continuous improvement programs. Strong analytical skills to support independent and effective decisions
Ability to document, research, track, and resolve user inquiries and problems
Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints
Perseverance in the face of resistance or setbacks
Effective interpersonal skills and ability to maintain positive working relationship with others
Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
Systems research and analysis. Ability to write and present business documentation.
Demonstrated ability to stay current on software trends and innovations
Experience working with and managing third parties
Ability to maintain confidentiality and privacy
Analytical knowledge necessary to generate reports based on available data and then make decisions based on reported data
Required Leadership Experience and Competencies
Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation.
Build synergy with a diverse team in an ever-changing environment.
Manage the relationship with the vendor partner to ensure that they are meeting SLA’s and performing as expected. Escalate as needed, quickly and effectively.
Preferred Job Skills
Knowledge of HIPAA regulations
Advanced proficiency in spreadsheet, database, flow charting, and word processing software
Expert knowledge of computer operating systems
Advanced knowledge of active directory
Strong vendor management skills
Preferred Professional Competencies
Demonstrated understanding of outsourcing business strategies and best practices
Thorough knowledge of the company’s needs, policies and culture
Understands the nuances of contracts and holding vendors accountable to turn around problem relationships
Advanced systems research and analysis expertise
Impeccable project management skills
Solid technical ability and problem-solving skills
Knowledge of internal departments and operations
Preferred Leadership Experience and Competencies
Ability to provide mentoring and peer review to vendor partner team members
Ability to build lesson plans and deliver lessons to vendor partner team members
If you are interested in this opportunity, please send us your resume, availability to interview and salary requirements immediately. If you are not and know of someone that qualifies or is looking for opportunities, please forward their contact information. We compensate for referrals that are successfully placed.