Insulet Corporation

  • IT Service Delivery Manager

    Job Locations US-MA-Billerica | US-MA-Billerica
    Posted Date 2 months ago(6/7/2018 8:43 AM)
    Information Technology
  • Position Summary

    The IT Service Delivery Manager is responsible for managing the daily operations of the IT Service Delivery team and ServiceDesk Operations. This is a hands on management position responsible for managing service delivery, IT Service Delivery staff, and technology to improve productivity, quality of service, and customer satisfaction.


    The ideal candidate will have experience delivering highly automated, secure, managed, and scalable technical solutions enabling the IT Service Delivery team to focus on continuously improving end user technology experience. To continuously achieve this objective the Manager is expected to define and leverage key ServiceDesk performance metrics and apply trend analysis to identify and lead initiatives that ultimately reduce incidents from occurring and report these metrics the management team and select business partners on a monthly basis.


    The ideal candidate will also understand the cybersecurity risks and implications of delivering IT services to a global and highly regulated company (HIPAA, Sarbanes-Oxley, CMR17, etc) that directly supports patients whose lives are affected by Diabetes. To continuously mitigate these cybersecurity risks the Manager is expected to enforce the delivery and management of secure endpoint technologies and IAM (Identity and Access Management) solutions.


    The Manager will supervise, coach and mentor the IT Service Delivery staff who are providing Tier 1 and 2 technical support to system users including troubleshooting network and server hardware, personal computers, software applications, telecommunication and network communication issues while ensuring appropriate customer support service levels are met. The Manager serves as the interface between the user community and the IT Service Delivery team.


    • Manage IT Service Delivery Team of 4+ analysts in the day-to day operation of an IT ServiceDesk in a fast paced environment
    • Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely in facilities throughout the US
    • Lead the successful and complete implementation of the ServiceNow ITSM platform
    • Mentor and develop IT Service Delivery and ServiceDesk staff to increase value and quality of the services delivered to the company through technical troubleshooting, incident resolution, technical skills development, and professional skills development
    • Ensure IT Service Delivery team members are up-to-date on new and evolving technologies to support business team members
    • Define and manage all technology provisioning and onboarding procedures
    • Review performance metrics and service delivery processes to identify process improvements
    • Build and maintain services relationship with end-users
    • Serve as the technical escalation point for team members and liaise with business users as needed
    • Ensure all IT compliance activities (HIPAA/SOX) required by the IT Service Delivery team are being followed and provide control evidence as required
    • Collaborate across the IT Infrastructure Team to address system, network, platform and security issues and identify improvement opportunities. Escalate issues to IT management as needed
    • Prepare and report on service delivery metrics including customer satisfaction, open tickets, closed tickets and breached SLA statistics on a monthly basis
    • Analyze and identify trends in incidents submitted and propose preventative solutions
    • Identify tools and technologies to improve productivity, service delivery and customer satisfaction
    • Foster a culture of communication and continuous improvement around IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team
    • Performs other duties as required

    Education and Experience

    Minimum Requirements:

    • Bachelor’s degree
    • At least 4 years of hands on IT ServiceDesk experience
    • Minimum 2 years of direct supervisory/team management experience 

    Preferred Skills and Competencies:       

    • 3+ years of ServiceNow ITSM platform administration experience
    • Experience with hands on management of ServiceDesk software and ITIL management practices
    • Experience installing and troubleshooting Windows Operating systems
    • Experience installing and troubleshooting applications across a variety of systems environments
    • Experience implementing and administrating endpoint management platforms (Microsoft SCCM, VMware AirWatch)
    • Experience with modern IAM solutions, preferably Azure AD with SSO and MFA
    • ITIL Certification a strong plus
    • ServiceNow Certification a strong plus
    • Other relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc) a plus
    • Strong understanding of secure endpoint management
    • Ability to apply ITIL principles to an IT Service Delivery organization
    • Ability to approach technical challenges from a business perspective
    • Ability to meet and overcome the challenges of fast paced technical support environment while building a positive work relationship between IT, users and management
    • Ability to rapidly identify, evaluate, and resolve conflicts and complaints
    • Ability to provide professional communication and follow up of outstanding technical issues with business partners
    • Excellent communication skills – both written and verbal with the ability to influence at all levels of the organization
    • Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities
    • Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly, reliably, and effectively 

    Physical Requirements (if applicable):        

    • Ability to lift up to 50lbs occasionally, 5-20lbs frequently.
    • International and domestic travel may be required up to 20% of the time. Must possess, or be able to obtain, a valid passport for travel purposes.


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