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DP World · 4 hours ago

Manager, Service Delivery Systems - Americas

Charlotte, NC

Full-time

Onsite

Mid, Senior Level

5+ years exp

DP World is a leading provider of worldwide smart end-to-end supply chain and logistics solutions. The Manager of IT Service Delivery Systems will oversee IT service management processes, focusing on Atlassian Jira, ensuring efficient delivery and continuous improvement of IT services.

GovernmentLogisticsMarine TransportationSupply Chain ManagementTrading Platform

No H1B

Responsibilities

IT Service Management (ITSM): Lead and manage the ITSM processes to ensure the effective delivery of IT services. Develop and implement ITSM strategies, policies, and procedures

Atlassian Jira Administration: Serve as the primary oversight for Atlassian Jira, overseeing its configuration, customization, and optimization. Collaborate with cross-functional teams to enhance Jira functionalities to meet business requirements

Process Optimization: Identify opportunities for process improvement within IT service delivery. Streamline workflows, reduce bottlenecks, and implement best practices to enhance overall operational efficiency

Team Leadership: Build and lead a high-performing team of IT professionals. Provide guidance, coaching, and mentorship to team members. Foster a collaborative and innovative work environment

Stakeholder Collaboration: Work closely with various stakeholders, including IT teams, business units, and external vendors, to understand their requirements and ensure IT services align with organizational objectives

Incident and Problem Management: Oversee the incident and problem management processes. Coordinate resolution efforts, conduct root cause analysis, and implement preventive measures

Performance Monitoring and Reporting: Establish and maintain performance metrics for IT service delivery. Generate regular reports to assess the effectiveness of ITSM processes and identify areas for improvement

Support of all audit requirements, corporate, certification or customer led

Qualification

IT Service Management (ITSM)Atlassian JiraProcess OptimizationITIL ProcessesITSM ImplementationTeam ManagementStakeholder CollaborationIncident ManagementPerformance Monitoring

Required

Bachelor's degree in Computer Science, Management Information Systems, or a related discipline, OR 5+ years of IT experience with at least 2 years in a management or leadership role

Minimum 5 years of IT experience in a corporate environment

Experience in team management, preferably in a global or multi-site environment

Familiarity with ITIL processes and practical experience applying them within a business setting

A broad technical understanding of how IT solutions integrate and function within a corporate environment

Experience managing or contributing to the implementation of an ITSM solution, including metrics, reporting, and automation