Ritchie Bros. · 4 hours ago

Senior Manager, IT Service Delivery

Illinois City, IL

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

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Responsibilities

Makes strategic decisions to improve end-user technology services, ensuring effective L2 support, hardware standards, mobile device management, and timely refresh cycles for optimal user experience

Decides on ITSM process improvements and ServiceNow enhancements, prioritizing automation and self-service tools to streamline workflows, reduce manual efforts, and align with ITIL best practices.

Oversees decisions related to enterprise monitoring, disaster recovery planning, and change management practices to ensure reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.

Manages escalations and maintains strong stakeholder relationships, making key decisions on risk management for IT services, balancing service continuity, compliance, and business needs.

Resolves high-impact service disruptions or complex end-user technology issues by identifying root causes, coordinating across teams, and implementing immediate and long-term solutions to minimize future incidents.

Identifies and addresses inefficiencies within ITSM processes, including gaps in incident, change, and problem management, to streamline workflows and improve response times and service quality.

Address issues related to 24x7x365 monitoring and disaster recovery by analyzing runbook gaps, optimizing monitoring coverage, and ensuring disaster recovery processes are robust and adaptable for rapid recovery.

Manages escalations and mitigates risks associated with IT services, proactively engaging with stakeholders to resolve critical issues, maintain service continuity, and align IT support with business needs.

Qualification

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IT service deliveryIT Service ManagementITIL Foundation certificationIT operationsAdvanced ITIL certificationsCISSPPMPServiceNowComputer science degreeInformation systems degreeITSM frameworks