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Pyramid Outline

Service Delivery Manager

Austin / United States


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Your Opportunity

Manage the relationship between IT Services / Facilities and the user base of the global business

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Our Ideal Candidate

Experience:

  • Experienced in delivering excellent customer service whilst being professional
  • Previous experience of managing a team of technical people providing service to an internal global user base.
  • An ITIL Foundation certificate
  • Experience of producing quality reports ensuring performance is correctly represented
  • Proven track record of working within a framework such as the ISO27001 standard for information security within an enterprise environment.
  • Demonstrate a "Can Do" attitude at all times
  • Demonstrate the ability to communicate effectively at all levels of the organisation
  • Extensive experience of using and administering an IT Service Management Tool set
  • Possess strong organisational and planning skills
  • Demonstrate the ability to remain calm and professional when under pressure


Main Duties & Responsibilites:

  • Provide a positive and professional image of the business to both third parties and Blue Prism colleagues
  • Mentor members of the IT Services team
  • Attend review, service and SLA based meetings as required with key business and department stakeholders
  • Take primary responsibility for the performance of the IT Analysts against the agreed service level agreements ensuring the global customer userbase receives world class support
  • Serve as the escalation point for users within the organisation who need to escalate an Incident or Service Request.
  • To manage, develop and train the IT Analysts within the business
  • Prioritize and manage all tasks efficiently ensuring deadlines are met
  • To act as a key approval for business case and impact assessments in the change management process, ensuring changes are correctly approved before being implemented
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Additional Information

Blue Prism Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity or expression, genetics, arrest record or any other characteristic protected by applicable federal, state or local laws

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