Senior IT Service Delivery Manager

hace 10 horas

Guadalajara, Jalisco, México Insulet Corporation A tiempo completo
Job Title: Sr Team Leader, IT Service DeliveryAbout the Role:

The Sr Team Leader, IT Service Delivery, is responsible for leading the IT Service Delivery support team and overseeing all daily IT operational requirements across Insulet Corporation. This role serves as a technical escalation point for team members and liaises with business users as needed.

Responsibilities:
  • Lead the IT Service Delivery Team in the day-to-day operation of an IT Service Desk in a fast-paced environment.
  • Monitor the ITSD team workload and reassign tasks to balance workloads.
  • Ensure incidents and requests are escalated properly and facilitate the appropriate escalation.
  • Provide IT support for all IT equipment, including system, application, and server.
  • Ensure all relevant team processes are documented, made available, and adhered to.
  • Ensure the teams are fully trained in the IT Service Management processes through training workshops and individual coaching as appropriate.
  • Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely.
  • Serve as the technical escalation point for team members and liaise with business users as needed.
  • Ensure the IT Service Delivery team members are up to date on changing and evolving technologies to support business team members.
  • Build and maintain service relationships with end-users.
  • Develop a strong trust-based relationship with Business partners through listening and alignment of priorities.
  • Ensure all IT compliance activities (HIPAA/SOX) required by the IT Service Delivery team are being followed and provide control evidence as required.
  • Work across the IT Infrastructure Team to address system, network, platform, and security issues and identify improvement opportunities.
  • Escalate issues to IT management as needed.
  • Identify tools and technologies to improve productivity, service delivery, and customer satisfaction.
  • Foster a culture of communication and continuous improvement around IT Service Delivery processes, tools, technologies, standards, and overall performance of the IT Service Delivery team.
  • Perform any additional duties as assigned by management, including managing projects affecting support.
Requirements:
  • Bachelor's degree or higher or directly relevant military service assignments.
  • Minimum 5 Years' experience in IT Desktop Support/Help desk role.
  • Excellent Windows and server support skills.
  • Strong experience with using and administrating VMWare/Work Space One or Microsoft Intune.
  • ITIL v3/v4 Certification a strong plus.
  • ServiceNow Certification a plus.
  • Relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.) a plus.
  • Experience in coaching and supervising teams and managing the workloads for others.
Skills / Competencies:
  • Ability to apply ITIL principles to an IT Service Delivery organization.
  • Ability to communicate highly technical information to customers, clients, and business users who may not understand IT terminology.
  • Ability to approach technical challenges from a business perspective.
  • Ability to continually improve and adjust the ITSM platform as technologies change or as business goals shift.
  • Ability to rapidly identify, evaluate, and resolve conflicts and complaints.
  • Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities.
  • Self-motivated and uses initiative to proactively resolve problems.
Travel / Schedule:

Up to 15% Travel Possible.

NOTE: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite

About Insulet:

Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Insulet employees are all focused on the same goal — to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance. We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there. We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers. Our innovation spirit and customer-centric focus position us as global pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.

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