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Public Storage · 6 hours ago

IT Service Delivery Manager

Plano, TX

Full-time

Hybrid

Senior Level

7+ years exp

Public Storage is the largest owner and operator of self-storage facilities in the world, recognized for its commitment to delivering reliable solutions to millions of customers. The IT Service Delivery Manager will lead and manage the IT Service Delivery team, ensuring high-quality IT support across a large enterprise environment while fostering a culture of accountability and continuous improvement.

Property ManagementReal EstateReal Estate Investment

No H1B

Responsibilities

Lead and develop the IT Service Delivery team, including Service Desk and PC Support staff

Manage offshore resources to ensure alignment with service standards and performance expectations

Foster a culture of accountability, collaboration, and continuous improvement

Oversee day-to-day IT support operations for corporate offices, properties, and kiosks

Ensure timely resolution of incidents and requests in accordance with established SLAs

Manage onboarding processes and property support activities

Monitor and report on key SLAs, including:

PC replacements

Network downtime

Kiosk outages

Onboarding timelines

Property support responsiveness

Implement strategies to improve service performance and customer satisfaction

Drive adherence to ITIL best practices for incident, request, and problem management

Collaborate with other IT teams to ensure seamless service delivery across the enterprise

Identify opportunities for automation and process optimization

Manage relationships with offshore service providers and ensure compliance with contractual obligations

Coordinate resource allocation and workload balancing between onshore and offshore teams

Qualification

IT service deliveryITIL principlesService Desk managementPC Support managementVendor managementKPI reportingStakeholder managementProcess optimizationLeadership skillsCommunication skillsTeam collaboration