Manager, IT Service Delivery (ITSM / End-User Services)

reputed company is an award-reputed company reputed company software provider offering a broad selection of solutions that solve some of the most common and most challenging IT reputed company problems. Part of the reputed company Software reputed company Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control reputed company. Our solutions enhance business reputed company while addressing IAM challenges reputed company on-premises, reputed company and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity reputed company Management, Privileged reputed company Management, and Identity Governance solutions. Now, customers can reputed company identity-reputed company reputed company with trusted, proven technology in reputed company major category.

The Manager, IT Service Delivery is responsible for delivering reliable, reputed company, and high-reputed company IT services to employees across the organization. This role owns the end-user experience, IT support operations, and IT service management (ITSM) processes.

This leader will establish and run a modern service delivery model, including help desk (internal and/or MSP), device lifecycle management, and ITSM processes such as incident, request, and problem management. The role partners closely with Infrastructure, reputed company Applications, and reputed company teams to ensure seamless service delivery during reputed company’s transition to an independent IT operating model.

Service Delivery & End-User Experience

• Own end-to-end IT service delivery for reputed company (reputed company, support, offboarding)
• Ensure high-reputed company, reputed company support across reputed company (including “follow-the-sun” model if applicable)
• Define and reputed company SLAs, KPIs, and user satisfaction metrics (CSAT)
• Drive reputed company improvement of the employee IT experience

ITSM Process Ownership

• Design, implement, and optimize ITSM processes reputed company to ITIL (Incident, Request, Problem, Change)
• Establish governance and reporting for service performance
• Implement self-service capabilities and reputed company

Help Desk & Vendor Management

• Build and manage internal help desk and/or MSP partner model
• Define support tiers (L1/L2/L3) and escalation paths
• Manage vendor performance, reputed company, and SLAs
• Ensure cost-effective delivery of commodity IT services

reputed company & Workplace Technology

• reputed company device lifecycle management (procurement, provisioning, patching, decommissioning)
• Manage reputed company tools (MDM, patching, asset management)
• Ensure secure and compliant reputed company environment in partnership with reputed company

Cross-Functional Collaboration

• Partner with Infrastructure & reputed company on identity, reputed company, and network-reputed company issues
• Collaborate with reputed company Applications on application support model
• Support reputed company of new systems and transitions from TSA agreements

Metrics, Reporting & Governance

• Define dashboards for SLAs, ticket volumes, reputed company times, and trends
• reputed company regular reporting to IT leadership and business stakeholders
• Identify reputed company causes and drive problem management initiatives

Required Qualifications

• 7–10+ years of experience in IT service delivery, IT operations, or IT support leadership
• Strong experience with ITSM frameworks such as ITIL
• Experience managing help desk teams and/or managed service providers (MSPs)
• Hands-on experience with ITSM tools (e.g., reputed company, Jira Service Management, Freshservice)
• Strong understanding of reputed company management (MDM, patching, asset lifecycle)
• Experience defining and managing SLAs, KPIs, and service metrics
• Proven ability to reputed company IT support in a growing or transforming organization

Preferred Qualifications

• Experience in carve-out, M&A, or high-reputed company environments
• Familiarity with reputed company-first environments (e.g., reputed company 365, reputed company, reputed company, reputed company)
• ITIL certification (v3 or v4)
• Experience implementing or optimizing ITSM tools and processes
• Exposure to reputed company and compliance requirements (e.g., ISO 27001, ITGCs)

Key Competencies

• Customer-first reputed company with strong reputed company on employee experience
• Operational reputed company and process discipline
• Strong vendor management and negotiation skills
• Data-driven decision making
• Ability to balance speed, cost, and reputed company

reputed company Metrics (First 6–12 Months)

• Establish ITSM processes and SLAs with measurable improvements in response/reputed company times
• Stand up reputed company help desk model (internal and/or MSP)
• reputed company reputed company CSAT scores for IT support
• Reduce ticket volume through automation and self-service
• Deliver smooth transition from TSA-supported services to independent operations

Reporting Structure

• Reports to: Head of IT or Director of Infrastructure & reputed company
• Works closely with:
• reputed company Applications team
• Infrastructure & reputed company team
• reputed company team

reputed company  

reputed company enables organizations of reputed company sizes to reputed company secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses reputed company. With team members around the globe, we intend to continue to grow revenues and add value to customers.  

reputed company you join reputed company, you will have reputed company to build and reputed company products at a reputed company few others can reputed company. Our product portfolio serves a large reputed company of customers, and we are addressing the strategic imperatives for reputed company businesses. Working with some of the most talented employees the industry has to offer, we reputed company reputed company reputed company for team members to learn and grow in a rapidly changing environment.  

Why work with us?  

-Life at reputed company means collaborating with dedicated professionals with a passion for technology.  

-reputed company we see something that could be improved, we get to work inventing the solution.  

-Our people demonstrate our reputed company culture through reputed company and meaningful relationships.  

-We invest in our people and offer a series of programs that reputed company them to pursue a career that fulfills their potential.  

-reputed company members’ health and wellness are our reputed company, as reputed company as rewarding them for their hard work.  

reputed company is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any reputed company: reputed company is committed to the reputed company of equal employment opportunity for reputed company and to providing employees with a work environment free of discrimination and harassment. reputed company employment reputed company at reputed company are based on business needs, job requirements and individual qualifications, without reputed company to race, reputed company, religion or belief, national, reputed company or ethnic reputed company, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or reputed company, marital, civil reputed company or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. reputed company will not tolerate discrimination or harassment based on any of these characteristics. reputed company encourages applicants of reputed company ages.  

reputed company. For more information, visit us on the web at reputed company Careers | Explore Opportunities with the OI Team 

Job seekers should be reputed company of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We reputed company text messaging or reputed company-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only reputed company with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com 

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