The Sr. Manager of Service Delivery is responsible for providing support and leadership in the development and operations of an ITIL based Service Delivery model to the Sotera Health businesses. In this role you will lead the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes and provide recommendations based on an ITIL/ITSM framework for a global service delivery model. As a key contributor to the overall IT Service Delivery program, you will be responsible for the following: Responsibilities

• Identify, document, and fulfill service requirements of Sotera Health and its business units
• Design, implement and improve key service delivery processes
• Service Desk services including incident/request management process
• Management of third-party delivery partner(s)
• Problem Management
• Change Management process and reporting
• Major Incident management: ensure coordination of resolving parties, provide effective communication to stakeholders, and conduct post incident review
• Development of and reporting on key performance metrics
• Assessment and ongoing review of services and processes with a goal of continuous improvement
• Facilitate and foster customer feedback to improve the performance of the Service Desk; conduct annual and periodic surveys
• Collaborate with the broader IT team and other functional areas within the businesses to ensure effective integration with key support process such as call handling, triage and escalation as required
• Ensure key service/support process and tools are in alignment with and support key regulatory requirements and procedures

Qualifications EDUCATION:

• Degree in Computer Science, Information Technology, related field or equivalent work experience

EXPERIENCE:

• 10 years' experience in an IT service delivery role working with internal customers in a global multi-geographic organization
• Demonstrated experience performing IT Service Management functions including Service Desk, Problem Management, Change Management, and Incident Management
• Expert knowledge of ITIL disciplines; ITIL/ITSM Certification preferred
• Excellent Customer Service skills: ability to understand and manage customer expectations
• Ability to translate business requirements into technology/service solutions
• Experienced in sourcing and managing third-part service providers
• Able to manage and prioritize tasks, requests, and time efficiently
• Demonstrated experience with Active Directory, Windows Server, Microsoft 365, Microsoft Office Suite, and desktop Windows Operating systems

CHARACTERISTICS:

• Strong Analytical and problem-solving skills
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Project/Program Management skills
• Strong verbal and written communication skills with the ability to present effectively to small and large audiences
• Ability to collaborate and work cooperatively in a team environment
• Understanding of and experience working in a highly regulated environment would be of benefit

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity