• IT Service Delivery Manager

    Job Locations US-OH-Hilliard
    Posted Date 1 week ago(12/5/2018 4:45 PM)
    Job ID
    Information Technology
  • Overview

    Headquartered in Hilliard Ohio, Advanced Drainage Systems, Inc (ADS) is the leading manufacturer of high performance thermoplastic corrugated pipe, providing a comprehensive suite of water management products and drainage solutions.  Our innovative products and superior drainage solutions are used across a broad range of end markets and applications, including residential, non-residential, agriculture and infrastructure applications.  We have established a leading position in many of these end markets by leveraging our national sales and distribution platform, overall product breadth and scale, and our manufacturing excellence.  Founded in 1966, we operate a global network of 3,700 employees, 63 manufacturing plants and 31 distribution centers.  In July, 2014 we became a public company traded on the NYSE®.  To enable our continued growth, we are looking to add top talent to our dynamic organization.


    The IT Service Delivery Manager – Customer Experience position supports the design and implementation of mission-critical IT service processes across the enterprise. Key responsibilities include acting as an IT Service Management (ITSM) subject matter expert, leading continual service management initiatives, and managing day-to-day process execution and compliance. The IT Service Delivery Manager is also responsible for providing IT leadership with cross-process KPIs and with data-backed recommendations for continuous improvement. The IT Services Delivery Manager is also responsible for the oversight and management of the IT Service Desk.


    Primary Job Responsibilities:

    • Responsibility for overseeing governance and quality of all Incident, Change and Problem Management processes and policy.
    • Drive/Manage service quality, performance, and improvement of Operations Team processes.
    • Responsible for Major Incident Management process, including training awareness
    • Key player in assisting and driving the implementation of future Service Management strategy globally and drive automation of processes to achieve efficiencies.
    • Initiate, lead and manage IT Service Management process improvements.
    • Assist in the design, implementation and running of both the Service Catalog and CMDB (Configuration Management Database).
    • Build and maintain effective relationships with Senior Leadership, Department Heads and IT Stakeholders to ensure they are aware of IT service management issues and progress.
    • Conduct regular reviews with all business areas and drive prioritization of support issues in conjunction with IT & the business strategy.
    • Drive governance of all required SDLC documentation and ensure a fully assessed, managed handover of projects into the Support Services environment (in conjunction with other teams within Support Services).
    • Participate in cost controls, identify ways to reduce cost, and improve service.
    • Manage subcontractors and third-party providers
    • Provide technical advice and ensure participation in the Change Control Board and/or change control process.
    • Conduct regular Defect Prevention investigation.
    • Share best practices across regions to enable larger success of IT operations team.
    • Consolidate and Report the Operational Efficiency levels to IT leadership.
    • Optimize availability of IT infrastructure, systems, and services to meet commitments.
    • Deliver an Enhanced Recovery Model for resolution of Major Incidents.
    • Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes.
    • Bridge gaps between Operations Teams and drive rapid recovery during crisis incidents.
    • Ensure that a pragmatic robust Change Management process is in place to protect the various operational environments.
    • Drive adoption of 3rd party outsourcing model with vendors as required
    • Ensure adequate training and development of IT staff for Service Management.
    • Build effective relationships with both key business and IT stakeholders encouraging honest and mutually beneficial dialogue to ensure Global IT is seen as a trusted partner across all regions.

    Job Skills:

    • Strong team leadership skills, ability to manage and delegate.
    • Advanced experience and capability to understand the needs, objectives and constraints of ITSM operations and management.
    • Must have a high degree of proficiency in using metrics for reporting and decision-making.
    • Exceptional listening, facilitation, and conceptual thinking skills required.
    • Advanced fluency in data-driven analysis to drive sound business decisions.
    • Exceptionally strong customer service, interpersonal, presentation, and communication skills are critical.
    • Must be able to interact effectively with all levels of the organization and external contacts.
    • A positive professional image is required.
    • Must be able to work flexible schedules to meet job requirements; requires occasional after-hours support and overnight travel.

    Educational Requirements:

    • Bachelor’s degree in related computer science areas or equivalent experience required.
    • Certified in ITIL Foundation, version 3, intermediate certifications strongly preferred.

    Preferred Experience:

    • 7 – 10 years progressive experience required in managing enterprise-class continual IT process improvement initiatives within the service development lifecycle.
    • 7 – 10 years progressive experience required in managing enterprise-class process operations, customer dependencies, and IT Service Desk components.

    EEO Statement

    Advanced Drainage Systems is proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.



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