Service Delivery Manager
Description
About Transdev:
Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ
About the Role: This position will serve as the leader of the IT Service Delivery, working closely with the senior IT leadership, core IT infrastructure and Business Solutions teams on the delivery of IT services to company employees.
Salary Range: $90,000 to $110,000 annually
Benefits include:
Vacation: minimum of two (2) weeks
Sick days: 5 days
Holidays: 12 days; 8 standard and 4 floating
Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy.
Transdev North America is the largest private sector operator of multiple modes of transit in North America, providing bus, autonomous shuttles, rail and paratransit services. We manage over 300 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming. https://www.transdevna.com
Overview of Position:
The Service Delivery Manager is responsible for overseeing IT Service Delivery for end-user support, ensuring high-quality service and continuous improvement. This role will manage the organization's second-level IT support team and oversee the performance of the managed service provider (MSP) responsible for first-level support. The Service Delivery Manager will work closely with cross-functional teams to ensure seamless IT service delivery, knowledge management, and process enhancements.
Key Responsibilities:
Service Delivery Management
- Oversee the Service Desk, including the Managed Service Provider and Transdev employees providing first-level IT support to ensure excellence in quality of services provided, and adherence to SLAs and performance targets
- Manage and mentor the IT support team, ensuring efficient issue resolution and high service quality
- Continuously evaluate and optimize end-user support processes to enhance service efficiency and user satisfaction, and an ongoing focus on reduction in successful close/completion times
- Lead incident escalation and resolution efforts, ensuring timely communication and updates to stakeholders
- Actively monitor incident queues for overdue/late incidents and provide active management of team to prioritize, escalate, communicate delays to requestors, and push to resolve delays
Service Catalog & Knowledge Management
- Own and manage the IT Service Catalog, ensuring services are well-defined, up to date, and aligned with business needs
- Ensure knowledge base articles are regularly updated, accurate, and user-friendly for both IT support teams and end-users
- Collaborate with cross-functional teams to prepare the Service Desk and Catalog for new or updated services
Service Delivery Reporting & Performance Management
- Develop and provide regular reports on IT Service performance, ticket and request trends, and user experience metrics
- Establish and monitor key performance indicators (KPIs) for IT support teams and the MSP
- Identify trends and areas for improvement in end-user services, implementing corrective actions where needed
Collaboration & Process Improvement
- Work closely with IT leadership and business units to align IT service delivery with organizational goals.
- Support the development and enforcement of IT policies, procedures, and best practices.
- Drive continuous improvement initiatives to enhance service efficiency and user experience.
- In collaboration with Director of Service Delivery, provide active vendor management to MSP through active engagement in weekly and monthly status meetings, account reviews, and periodic assessments of MSP’s delivery as compared to contract
- Manage day to day as the primary contact with MSP management and delivery leaders
Education, Licensing, and Certifications:
Education:
- Bachelor’s degree or equivalent work experience in IT, Systems Engineering, or related field required
Experience:
- 5-8 years of experience in IT, including Service Delivery, end-user support, and/or IT operations
- IT environments providing direct support to a large number of geographically distributed office/site locations
- 1-3 years experience in a Manager, Supervisor, or Lead over IT support teams, and experience with Managed Service Providers of IT support
- Strong understanding of ITSM frameworks and IT support processes
- Intermediate to expert knowledge of IT Service Management (ITSM) tools, with ServiceNow strongly preferred
- Prefer experience in the transportation or similar industry
Skills and Knowledge Required:
- Strong leadership and people management skills
- Excellent written and verbal communication skills
- Ability to analyze service performance metrics and drive improvements
- Strong knowledge of IT support processes, incident management, and service delivery best practices
- Intermediate skills with IT automation and self-service tools and enterprise endpoint management solutions (e.g., Intune, SCCM)
Physical Requirements:
- Must be able to work shifts or flexible work schedules as needed including overnight hours occasionally
- 100% of work is accomplished indoors and in air conditioned or well ventilated facilities
- Work is accomplished in an office or in a cubicle space equipped with a telephone and computer. Employee is generally subjected to long periods spent sitting, typing or looking at a computer screen
- Ability to carry, unbox, configure and install computers and networking equipment and occasionally install in racks/cabinet
- Ability to install and connect computers, network wiring, patch panel cables, power supplies, and other equipment for racked and desktop IT equipment
- Ability to use a ladder and remove/install wireless access points
- Ability to lift, push, pull, move and/or carry objects which weigh as much as 25 or more pounds on an occasional basis
Office Location and Travel:
Office Location – Transdev Corporate Office in Lombard, IL (Chicago Western Suburbs) strongly preferred but not required; currently offering hybrid office schedule to Lombard office located employees with 3 days office, 2 days remote contingent as business and meeting schedules allow
Occasional Travel to company and client locations required outside of immediate office area (as a percent): up to 10%
Pre-Employment Requirements:
- Drug testing and background check
- Testing related to job requirements
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please Click Here for CA Employee Privacy Policy
