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Service Delivery- Supervisor

Company: ClientSolv Technologies
Location: Aurora
Posted on: May 3, 2021

Job Description:

Company DescriptionClientSolv Technologies is an IT solution firm with over a decade of experience serving Fortune 1000 companies, public sector and small to medium sized companies. ClientSolv Technologies is a woman-owned and operated company that is certified as a WMBE, 8a firm by the Federal government's Small Business Administration.Job DescriptionThe Supervisor over the Service Delivery team is both a leadership and operational role within our IT department. This role is responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. The individual hired for this role will work closely with all areas of IT, Process Improvement, Project Management, Information Security, Risk and other business units to ensure the delivery of our IT Services. A customer focused, highly collaborative and consultative execution of duties is required.The Service Delivery Supervisor will need to collect data based on the right KPI's to ensure we are making the best data driven decisions. These KPIs' will allow us to make data driven decisions that ensure a quick response to meet our business needs.The opportunities are endless with this role by allowing the person hired to build out a highly functional team with new processes based on the ITIL Service Delivery Model.ESSENTIAL DUTIES ANDRESPONSIBILITIESinclude the following. May perform other duties as requested or assigned.Supervise the IT Service Delivery team and workload. Provide guidance to members of the team by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and mentoring employees; initiating, coordinating, and enforcing systems, policies, and procedures.Will build out and support functions for enhancing IT Service Management, alongside IT leadership, inclusive but not limited to: IT project management, IT asset management, service transition, availability, service level agreements, lifecycle management, capacity and demand managementActs as the technical liaison for enterprise projects that require IT engagement. Will work closely with Business Analysts, Project Management and all other stakeholders from design to operationalization through service transition processes.Through KPIs, maintaining and developing strategic data driven decisions, this role will manage cloud and on-prem capacity and demand for technology systems as well as track the workloads of the team members to determine the resource demand to deliver projects on time.Establish and maintain regular written and in-person communications with the IT leadership, Sr management and peers.Deliver IT infrastructure solutions to meet the needs of business services focused on uptime, availability, scalability and security.Explain highly technical solutions to non-technical staff, crisp clear communication and ability to explain solutions and how they provide value.Promotes and enables training opportunities to educate for team. Conducts training sessions as appropriate.Professionally represents the company in contacts with business and trade professionals.Adhere to all Federal and State laws and regulations applicable , including the Bank Secrecy Act and OFAC.Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.QualificationsEDUCATION AND EXPERIENCE:Bachelors degree (B.A.) from four-year college or university or four years related experience and/or training; or any combination of experience and/or training equivalent to bachelors degree in a related field.Minimum of Five (5) years of experience in an information technology environment, preferably in financial services utilizing hybrid cloud.Exceptional customer/member service formation Systems development and implementation; system conversion experience a plus.Demonstrated Technical skills in complex, highly available, secure networks and infrastructure.Exemplary technical and business assessment skills to evaluate strategic value of technology systems, data solutions and work processes to serve members and employees.Other Skills And AbilitiesExperience with the most current technologies and products used in the industry.Preferred Platforms IncludeMicrosoft Platform, Productivity, Database and Cloud SolutionsCisco Hardware, Networking, UCCX, Collaboration and SecurityAzure, AWS, Google, Rack Space and various Cloud SolutionsVMware, Nutanix, Cohesity Infrastructure DeliveryITSM tool sets (ManageEngine, Remedy, ServiceNow, etc.)Microsoft Visio or diagraming experienceProject Management Tools: WorkFront, MS Project, Jira, MS PlannerKPI tracking tools: Tableau, PowerBI, ExcelService improvement and process evaluation skillsITIL CertificationAdditional Knowledge Of The Following a PlusIT Frameworks (ITIL, TOGAF, COBIT, ISO 20000)Network and Systems Administration (CCIE, CCNP, CCNA, MCSA/MCSE)Process Improvement methodologies (Lean, 6 Sigma, Kaizen)Vendor Management/ProcurementAdditional InformationFull time Perm role.SummaryType:Full-timeFunction: Information TechnologySDL2017

Keywords: ClientSolv Technologies, Aurora , Service Delivery- Supervisor, Other , Aurora, Colorado

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