IT Service Request Manager - Plymouth - job 1197909

Daikin Applied

Date: 09/12/2021

City: Plymouth, Minnesota

Employment type: Full-time


Summary: Daikin Applied is seeking an IT Service Request Manager who is highly customer service-oriented process-driven to provide project management and people management skills by leading a technical team of specialists to deliver infrastructure/system solutions prioritized by the business and IT leadership in a rapidly growing international business. The IT Infrastructure Manager would organize and manage all project requests within a resource backlog as well as monitor on time delivery of Service Requests using an industry standard process and reporting. The IT Infrastructure manager would also manage relationships with suppliers and all procurement related tasks to efficiently and effectively source hardware, software, and professional services.





Essential Duties and Responsibilities
include the following. Other duties may be assigned.





General:



Build and develop a high performing team that meets or exceeds client expectations by being jointly responsible with the Incident manager for measuring and improving customer satisfaction.





Manages staff and the day-to-day activities of the team.





Develop and promote plans for significant improvement in request management results.





Assist the Director of IT in managing vendors, negotiate contracts, and evaluate service levels





Defining and creating metrics and reports on critical success factors, key performance indicators (KPIs) and Continual Service Improvement activity metrics.





Responsible to further development of Service Request documentation including process, procedures, work instructions, knowledge base articles, etc.





Supplier Relationship Management:



Coordinating interfaces between supplier management and other processes, especially service level management and corporate vendor management and/or procurement processes.





Aid in the development and review of SLAs, contracts, agreements, or any other documents for third-party suppliers.





Reviewing and making risk assessments of all suppliers and contracts on a regular basis.





Performing contract or SLA reviews at least annually and ensuring that all contracts are consistent with organizational requirements and standard terms and conditions wherever possible.





Business Relationship Management:



Managing customer complaints including their recording, management, escalation (where necessary) and resolution.





Measuring, recording, analyzing, and improving customer satisfaction.





Ensuring that service reports are produced so that breaches of SLA / SLO targets are highlighted, investigated and actions taken to prevent their recurrence.





Configuration and Deployment:



Planning and managing support for Asset Management tools and processes including training staff in Asset Management principles, processes, and procedures.





Coordinating interfaces between Asset Management and other processes.





Planning and coordinating all resources needed to build, test, and deploy services from the Infrastructure Services catalogue.





Project:



Support business activity by providing project resources and project management to implement the requirements of prioritized business and IT projects and keeping stakeholders updated.





Ensuring that appropriate as built and/or SOPs are produced and that they are handed over to operations and support resources as agreed.





Managing the quality criteria, requirements and handover points between the project resources, support resources and operations resources.





Ensuring that all solution designs conform to strategic, architectural, governance and other corporate requirements.





Ensuring that the final delivery of project deliverables meets the agreed customer and stakeholder requirements.





Formal Education & Certification





Four-year university degree or college diploma in the field of computer science and/or 5 years equivalent work experience. Master’s degree preferred.





Industry certifications such as PMI, PMP, A+, MCSE, and CCNA are a plus, but not required.





Knowledge & Experience





Prior management experience desired in both operations and people management, preferred but not required.





Demonstrated leadership and project management skills.





Ability to support multiple locations nationally and internationally across the enterprise.





Familiar with the following processes:



  • Business Relationship Management / Vendor Management

  • Request Management

  • Procurement

  • Asset Management

  • Metrics Reporting

  • Configuration and Deployment Management

  • Project Management / Coordination

  • Resource Planning

  • Work breakdown structures

  • Capital Expense Requests and budget skills




Expected to work hours required for project implementation purposes.





Spanish speaking a plus.





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