JOIN THE TEAM THAT’S POWERING PROGRESS

Building cities. Driving commerce. Saving lives. For over 100 years, Allison Transmission has powered the vehicles and technology that move our world forward.

What powers us? Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today, we’re driving progress everywhere because we employ top talent worldwide.  

Learn more about this role and how you can begin driving your career forward!

Job Title:

IT Service Delivery Manager - End User Services

Pay Grade:

P3

Job Description:

The IT Service Delivery Manager, End User Services serves as the subject matter expert responsible for the daily oversight of Allison Transmission IT client services technologies and all associated support teams, including the Global Service Desk, Desk Side Support, and Desktop Engineering functions.  The Delivery Manager has accountability for ensuring efficient and effective daily operations and for maintaining a high degree of satisfaction with end user IT services.  Reporting to the Manager of IT Service Operations, the Delivery Manager will work in close partnership with service providers, ITSM process leads, and other IT staff to drive operational excellence, continual service improvement, and achievement of IS&S departmental goals and objectives.

Key Responsibilities

Provide delivery management oversight for IT support teams who are responsible for all aspects of end user services including service desk, desk side support, workstation imaging and packaging, and workstation deployment.Manage operational performance of service providers in accordance with contractual obligations and participate in regular review and adjudication of SLAs as required.Manage day-to-day service delivery escalations relative to operational performance of the end user support teams as requiredParticipate in end-user hardware evaluation and selection, and procure end user computer and peripheral hardwareReview and approve end user software requests based on standards, end user justification, and licensing constraintsOversee programs for new employee computer deployment and refreshing of aged computers.Oversee change management controls of the standard workstation imagesFacilitate cross-team collaboration to drive resolution of complex issues with support from other IT groups as requiredLeverage deep subject matter expertise to identify and lead execution of continual service improvement initiatives with respect to end user services operating processes and proceduresServe as process owner and manager for the Knowledge Management Process, chartered with ensuring that sufficient knowledge articles are available as appropriate to Service Desk, L2/L3 support teams, and end users of IT servicesIn partnership with IT Service Management staff, ensure technical support teams are operating in adherence with defined IT Service Management Policies and ProcessesIn partnership with IT Infrastructure Architecture teams, leverage subject matter expertise to provide input into end user services roadmap planningIn partnership with IT Project Management Office, leverage deep understanding of end user support requirements to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified servicesIn partnership with IT Security, ensure end user computers and technical support teams are operating in adherence with all defined IT Security policies and in compliance with SOX, NIST, and other regulatory standardsParticipate in IT Operations on-call rotation to provide guidance and approvals to technical staff, and communicate meaningful status to IT leadership during Major IncidentsRegularly review and update Policy, Process, and Procedure documents and ensure all updates are reviewed, approved, and deployed, to include requisite training of all impacted parties and stakeholders.Participate in ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities.

Key Performance Measures

End user satisfaction with service desk, desktop, workstation imaging, computer refresh, and computer deployment supportAdherence to device configuration and device security standardsService provider SLA adherence for end user services and incident resolutionService provider coordination to meet problem resolution and project delivery expectationsDelivery of end user hardware to meet deployment objectives

Qualifications

Ability to communicate effectively (verbal and written) with technical staff as well as senior IT and business leadersDemonstrated analytical and problem-solving skillsDemonstrated ability to effectively manage multiple tasks and prioritiesWorking knowledge of ITIL IT Service Management concepts and principlesWorking knowledge of PMP Project Management concepts and principlesCurrently hold ITIL v3 or v4, and/or willing to obtain ITIL v4 Foundations certification within 12 months of employment

Experience

10 + years of relevant experience in the IT industry5 + years of relevant experience in an IT leadership role focused on IT Operations management, technical management, or service delivery management5 + years of experience directly supporting and/or managing teams responsible for the support of 3 or more of the following: Active Directory, Office 365, workstation computers (Windows), service desk, workstation support, workstation device procurement, or workstation imaging.5 + years participating in an IT customer service role

Scope

Support 3000 + end user computersSupport 3000 + employeesInternational user baseProvision 1000 computers/laptops annually

Travel Requirements

Minimal

Primary Location:

Indianapolis, IN

Additional Locations:

US - Michigan

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information, please contact us at ati+ask4max@service-now.com.

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.