RedRiver Systems, LLC
Information Technology Service Management Analyst
RedRiver Systems, LLC, Irving, Texas, United States, 75084
Overview
We are seeking a highly skilled and motivated IT Service Delivery Manager to oversee the delivery of IT services and ensure high-quality support across the organization. This role is responsible for managing service operations, ensuring SLAs are met, and acting as the key liaison between IT and business units. The ideal candidate has a strong background in IT service management (ITSM), team leadership, and customer-focused service delivery in a fast-paced environment. Responsibilities
Lead and manage core IT Service Management (ITSM) processes including Incident, Request, Change, and Problem Management to ensure consistent, reliable IT service delivery. Establish, monitor, and enforce Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) to maintain high service quality and performance standards. Act as the primary escalation point for service-related issues, driving timely resolution, root cause analysis, and long-term corrective actions. Collaborate closely with the IT Manager to ensure seamless integration of service delivery with infrastructure operations and technology deployments. Coordinate onboarding, support processes, and change management activities across infrastructure and platform services to ensure smooth transitions and minimal disruption. Contribute to project planning and technical design sessions, providing insights into operational impacts, service risks, and support requirements. Partner with procurement, finance, and legal teams to support vendor selection, contract negotiations, renewals, and performance reviews. Analyze service data, metrics, and user feedback to identify trends, drive service improvements, and implement proactive corrective measures. Promote and champion ITIL best practices across IT teams to enhance service consistency, efficiency, and customer satisfaction. Manage communication and stakeholder updates during incidents, maintenance events, and service outages, ensuring transparency and timely information flow. Serve as a strategic liaison between IT and business units, translating service requirements into actionable initiatives that support organizational goals. Qualifications
Bachelors degree in information technology, Business Administration, or a related field. 5+ years of experience in IT service management or IT operations, with at least 2 years in a service delivery or vendor management role. Strong knowledge of ITIL processes and ITSM tools. Experience managing vendor relationships and performance within enterprise environments. Excellent communication, analytical, and stakeholder management skills. ITIL v4 Foundation or higher certification. Familiarity with cloud service delivery (e.g., AWS, Microsoft 365). Experience supporting a Managed Services operating model. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Staffing and Recruiting
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We are seeking a highly skilled and motivated IT Service Delivery Manager to oversee the delivery of IT services and ensure high-quality support across the organization. This role is responsible for managing service operations, ensuring SLAs are met, and acting as the key liaison between IT and business units. The ideal candidate has a strong background in IT service management (ITSM), team leadership, and customer-focused service delivery in a fast-paced environment. Responsibilities
Lead and manage core IT Service Management (ITSM) processes including Incident, Request, Change, and Problem Management to ensure consistent, reliable IT service delivery. Establish, monitor, and enforce Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) to maintain high service quality and performance standards. Act as the primary escalation point for service-related issues, driving timely resolution, root cause analysis, and long-term corrective actions. Collaborate closely with the IT Manager to ensure seamless integration of service delivery with infrastructure operations and technology deployments. Coordinate onboarding, support processes, and change management activities across infrastructure and platform services to ensure smooth transitions and minimal disruption. Contribute to project planning and technical design sessions, providing insights into operational impacts, service risks, and support requirements. Partner with procurement, finance, and legal teams to support vendor selection, contract negotiations, renewals, and performance reviews. Analyze service data, metrics, and user feedback to identify trends, drive service improvements, and implement proactive corrective measures. Promote and champion ITIL best practices across IT teams to enhance service consistency, efficiency, and customer satisfaction. Manage communication and stakeholder updates during incidents, maintenance events, and service outages, ensuring transparency and timely information flow. Serve as a strategic liaison between IT and business units, translating service requirements into actionable initiatives that support organizational goals. Qualifications
Bachelors degree in information technology, Business Administration, or a related field. 5+ years of experience in IT service management or IT operations, with at least 2 years in a service delivery or vendor management role. Strong knowledge of ITIL processes and ITSM tools. Experience managing vendor relationships and performance within enterprise environments. Excellent communication, analytical, and stakeholder management skills. ITIL v4 Foundation or higher certification. Familiarity with cloud service delivery (e.g., AWS, Microsoft 365). Experience supporting a Managed Services operating model. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Staffing and Recruiting
#J-18808-Ljbffr