Job
Description
As the IT Service Delivery Manager at Coats, your primary responsibility is to ensure effective management of incidents and service requests, guaranteeing seamless delivery and escalation throughout the support organization. You will work closely with the IT Service Management & Operations Director to design process flows for IT services, incident management, and change management globally. Your role involves continuous monitoring and steering of the executing organization to meet business-agreed SLAs for end-user support, incident management, service request management, change management, and continuous improvement, all in alignment with ITIL best practices. **Key Responsibilities:** - Oversee the delivery of 40+ outsource partner resources to ensure seamless delivery of Technology Support services to Coats employees, covering incidents and service requests. - Maintain high performance levels for service-related processes and implement improvement activities wherever necessary. - Build relationships with key stakeholders within Coats technology and externally with IT Fully Managed Service Provider. - Identify opportunities for improving services delivered by the outsourcing partner and recommend alternatives to enhance benefits derived from services offered. - Ensure the outsourcing partner has adequate tools, knowledge, and processes to deliver quality support services and lead the implementation of appropriate tools/process improvements. - Establish guidelines for Critical Incident Management and ensure all are appropriately handled within agreed SLAs. - Provide strategic direction for Incident Management, Problem Management, and Ticket Management Lifecycle (Ageing Tickets Monitoring). **Process Design and Improvement:** - Design a systematic approach to improve the alignment and performance of a particular Digital and Technology process with organizational strategy and customer expectations. - Review, interpret, and enhance a system design or program to achieve optimal performance, operational cost, and flexibility for future change. - Prepare and document process guidelines for technology support teams and end-user consumption. - Conduct process testing before implementation. - Provide mentoring to internal support groups consisting of over 100 staff on process changes. - Prepare and deliver process trainings as required to all Coats end users (circa 6500 users). **Performance Metrics and Continuous Improvement:** - Review KPIs and performance metrics to ensure they align with the organization's goals and objectives. - Use KPIs to measure outsourcing partner performance and take corrective actions as needed. - Identify opportunities for improving services delivered by outsourcing partners and recommend enhancements. - Report on delivery commitments to ensure solutions are implemented on time and as expected. **Qualifications Required:** - 8+ years of IT Service Desk/Help Desk experience (5+ years in a technical lead management role). - Experience in Outsourcing, SLA Management, Vendor Management, Compliance, Risk Management, Business Continuity, Escalation Management, and Process Development. - Experience with managing under Service Level Agreements (SLA), Key Performance Indicators (KPI), and performance metrics for monitoring in-scope activities. - Service Now experience. - Highly organized with confident decision-making skills. - Excellent written and oral communication skills appropriate for various levels of senior to mid-level management. - Strong interpersonal skills and flexibility with the ability to build collaborative relationships to support multiple business and support groups. - ITIL v3 or v4 certifications. - Service Now Certified Implementation Specialist (CIS). - Strong manufacturing industry experience. - Experience with automated application provisioning tools. - Good Knowledge or certification on MSFT technologies (O365, Windows Administration, Azure), Basis Networking, and SAP knowledge. At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. Join us in shaping the future of textiles and making an impact in the textile industry. Apply now to be part of our dynamic team.,
