SERVICE DELIVERY MANAGER

Description: Position Title: Service Delivery Manager Department: Information Technology POSITION PURPOSE About Our Credit Union: 4Front Credit Union is a member-owned financial cooperative with a mission to provide exceptional financial services and promote the economic well-being of our members.
The Service Delivery Manager plays a critical role in ensuring that services are delivered to clients in a high-quality, timely, and cost-effective manner.
You are responsible for maintaining client relationships, coordinating service delivery, monitoring performance, and continuously improving processes.
This role requires strong leadership, communication, and problem-solving skills, as well as the ability to work well under pressure.
Responsibilities: Lead and manage a team of IT service delivery professionals.
Accountable for service request management, including provisioning access, onboarding/offboarding, end user device and peripheral setup and support.
Develop, monitor, and track key performance indicators (KPI).
Develop, implement, and lead IT service delivery processes and procedures, such as incident management, change management and problem management.
Champion the stability and uptime of production applications and systems, proactively mitigating risks and ensuring seamless service delivery for our end-users.
Lead break-fix incidents; leading the resolution process and maintaining clear and consistent communication with stakeholders from initial identification to successful mitigation.
Collaborate effectively with internal teams and hold them accountable to ensure service levels are achieved.
Identify and implement process improvements to optimize service delivery.
Maintain accurate IT asset inventory and ensure adherence to established policies and procedures.
Build strong relationships with internal and external vendors to ensure smooth technology operations.
Requirements: QUALIFICATIONS Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
3 to 5 years of experience in IT service delivery or a related field.
Proven experience in leading and managing a team.
Strong understanding of IT service management frameworks (e.
g.
, ITIL certification preferred).
Excellent communication, interpersonal, and problem-solving skills.
Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
Experience working in a credit union or financial services environment a plus.
INTENT AND FUNCTION OF JOB DESCRIPTIONS Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.
They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.
Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.
Peripheral tasks, only incidentally related to each position, have been excluded.
Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.
In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.
Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.
However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts.
The organization maintains its status as an at-will employer.
Employees can be terminated for any reason not prohibited by law.