IT Service Delivery Manager

At Carriage Services, we are united by our purpose of creating premier experiences through innovation, empowered partnership, and elevated service. As a member of our team, you'll join a dynamic community dedicated to setting new standards in the Funeral and Cemetery profession. Join us on this exciting journey as we continue to shape the future of our industry. Carriage Services is an equal opportunity employer.

The Service Delivery Manager is responsible for defining the strategy & execution technology service delivery and support across Carriage Services. The candidate is responsible for establishing and maintaining the relationship between Information Technology and business stakeholders. Role will drive strategy and execution of helpdesk & field support teams to meet or exceed business expectations, drive continuous improvement, track and report KPI, provide oversight to 3^rd party service providers and build a long-term roadmap for service delivery at Carriage Services.

Compensation: $105K+

Job Type: Full-Time

Location: Houston, Texas Galleria Area

Key Responsibilities

• Develop and administer staffing model, process framework and governance model for Change Management, Incident & Request Management, Major Incident Management, Problem Management, Vendor Management and Asset Management
• Perform appropriate coaching/mentoring and management of help desk and field support teams, necessary HR and administration services, including but not limited to goal setting, compensation management, interviews, on-boarding, performance evaluation, career development, and disciplinary actions
• Define roles, skill sets, and responsibilities of staff and responsible for team building within and across region
• Conduct performance assessments, technical training programs and client experience training
• Foster business partnership through relationship building, effective communications and colleague focus
• Build out Service Management platform using ZoHo for reporting, knowledge base, incident & request management and change management
• Report and manage KPI and SLA for internal services as well as 3rd party supplier agreements
• Drive continuous improvement plans focused on FCR, MTTR and aging tickets
• Develop and implement support transition model for new technology services moving from build to run state
• Establish problem management best practices along with building and maintaining continuous improvement plans across various technology domains
• Ensure delivery of Site Support Services functions, policies, and procedures in accordance policies and standards

Qualifications

• Bachelor degree or equivalent experience; related computing field preferred
• 7+ years of technical experience in a multi-state corporate environment
• 3+ years of IT supervisory experience in a corporate environment
• Experience documenting information flows
• Knowledge of IT processes, general controls and project management and system development life cycles
• ITIL Foundation Level certification required
• ITIL Service Manager or Operations Certification preferred
• Industry related certificates are a plus or any similar combination of education and experience
• Excellent internal and external customer service skills
• Strong interpersonal skills required to interact with clients and team members
• Excellent and demonstrated knowledge of IT processes and procedures, specifically Incident, Problem, Change and Service Level Management (ITIL)