IT Service Delivery Manager

PGW Auto Glass

Job Summary

Responsible for establishing and managing the range of service level agreements across all processes, services, systems and applications in the PGW portfolio to develop, promote, refine and administer the PGW services available to the business. The role will lead and develop the implementation of strategic technology management platforms to increase service performance, availability, and deliver superior PGW services for user and customers.


Essential Job Duties:

· Formulate and manage service level processes and procedures to ensure service level agreements, operational level agreements and underpinning contracts are developed and administered in a consistent manner across the organization.

· Carry out service level agreement audits and extract necessary information to maintain currency and enable the business to establish and deliver effective and efficient services and sustainable targets; including analyzing and reporting on performance against service level agreements to highlight inconsistencies and guide the development of remediation activities.

· Ensure the resolution and completion of services, including escalations, release changes, systems patches and versions, end-to-end PGW delivery and uptime of operations to meet service delivery standards and optimal customer experience.

· Identify opportunities to improve value for money and/or reduce cost, eliminate unnecessary delivery processes and administrative procedures without adversely impacting service to the business.

· Lead, design, and implement the service model framework to deliver on improvements and enable the consistent monitoring and measurement of team and service effectiveness to expected standards.

· Evaluates and engages suppliers and partners using developed and agreed criteria to support alignment and understanding of the expectations and requirements of engagement and oversees the monitoring and reporting on vendor performance to ensure service delivery and performance metrics are met.

· Drives and delivers continuous lifecycle and service improvements, including new and existing services, to achieve efficiency across technology platforms.

· Lead and manage project planning, including business requirements, forecasting, budget, planning, and governance ensuring projects are aligned with business priorities.

· Assume other duties as assigned.


Supervisory Responsibilities:

· Manage the work of others, including planning, assigning, scheduling, and reviewing work, ensures quality standards. Responsible for hiring, terminating, training, and developing, reviewing performance and administering corrective action for staff.


Basic Qualifications

Education & Experience:

· Bachelor’s Degree

· 7+ years of related experience.

· 3+ years of leadership experience.


· Administration of MS Windows 2016/2019 Server Active Directory/Azure AD environment.

· Administration of MS Exchange Server/Exchange Online.

· Administration and Management of MS Windows 10/11 compute environment.

· Administration of MS Intune environment and Autopilot deployment.

· Jira and Confluence use and administration.

· Handles broad-based complex information across departments with company-wide impact. Presents to diverse audiences, and can negotiate, motivate, and persuade others.

· Decisions have significant, broad implications for the management and operations of a division. Job contributes to decisions on the overall strategy and direction of PGW.

· Problems are broad, complex, and abstract, often involving company-wide issues. Must develop solutions using substantial creativity, resourcefulness, innovation, negotiation, and diplomacy.

· Sets direction and vision for major departments or multiple departments. Establishes priorities, develops policies, and allocates resources for PGW.

· Prioritize, organize, and delegate project assignments company-wide: responsible for project outcomes.

· Familiar with NIST 800-171 compliance requirement

Essential Physical Demands/Work Environment:

· Must be able to sit for extended periods of time and use a computer, keyboard, and mouse, frequently. The employee must occasionally lift and/or move up to 50 pounds.

· Travel may be required periodically, including overnight stays (contingent on position requirements) up to 10%.


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