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Specialist IT Service Delivery


Date:  Apr 28, 2022
Location: 

Bristol, IN, US, 46507

Company:  REV Group, Inc.
Work Hours: 

The Enterprise Service Delivery Specialist has the responsibility to implement, operate, and continuously improve the IT Service delivery throughout all of REV Group. The responsibilities of the IT Service Delivery Specialist include, but are not limited to, the following:
•    Build, implement and support IT Service Delivery processes to support all end users across the enterprise.
•    Develop and maintain SOPs and documentation for service delivery/IT processes, procedures, and policies.
•    Drive usage of and improvement to the IT Service desk ticketing system and all service delivery tools.
•    Support the geographically dispersed skilled staff of the IT Service Delivery team, to include training and quality assurance. Promote high standards, morale, collaboration, and team unity.
•    Support the geographically dispersed skilled IT staff during Major Incident Management (MIM) events 
•    Coordinate and drive resolution for complex and/or multi-site user impacting events
•    Develop, measure, and report on key monthly SLA metrics.
•    Develop and maintain IT asset management program to include laptops, desktops, peripherals, tablets/iPads, and software licenses.
•    Develop and maintain relationships with assigned IT and business locations/departments to ensure IT services are understood and delivered to meet SLAs.
•    Work closely with IT and other key business areas to ensure IT and business security and compliance requirements are met.
•    Communication point between IT and the assigned business(es) – changes, outages, scheduled maintenance, etc.
•    Continuous improvement of service delivery systems/tools and processes to align with the changing needs of the enterprise.
•    Actively participate and assist in developing processes such as configuration management/CMDB, incident, problem and knowledge management and change controls utilizing ITIL and other common best practices.
•    Interface with vendors, partners, and service providers in a professional and positive manner as a representative for REV Group.
•    Must be able to accommodate a flexible schedule with ability to work afterhours as needed in support of global business operations.
QUALIFICATIONS
EDUCATION or EQUIVALENT EXPERIENCE, PREFERRED EXPERIENCE, TECHNICAL / FUNCTIONAL SKILLS & COMPETENCIES
 (Typical education and work experience/skill examples are provided below as recommendations.  These can be revised based on the requirements of the job).
Education:
•    4 year degree or equivalent work experience in the field of Information Technology 
Experience:
•    10+ years of IT experience in a fast paced and customer centric environment
•    10+ years of experience supporting IT and business end users and end user devices
•    Strong verbal and written communication skills
•    Administrative knowledge of ServiceNow ITSM build, configuration, and management
•    Experience defining and implementing metrics, SLAs, policies, and SOPs
Desired Skills:
•    Project Management principles and practices
•    Demonstrates a results driven approach to service delivery and customer satisfaction 
 

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