Mar 09, 2022

IT Service Delivery Manager in Information Technology Exchange Center

  • SUNY Buffalo State
  • Buffalo, NY, USA
Full-Time Other

Job Description

IT Service Delivery Manager in Information Technology Exchange Center

Buffalo State, State University of New York, seeks candidates for the position of IT Service Delivery Manager in Information Technology Exchange Center

The Service Delivery Manager is responsible for ensuring customer satisfaction and continuing to grow the relationship between ITEC and its customers.  This includes ensuring that ITEC’s service and project teams are achieving business objectives and delivering the highest quality services.  This position requires understanding individual customer organizations, identifying process improvements, and exploring opportunities for and supporting services beyond the core offerings within ITEC with regard to the customer organizations.  Assist in training of new staff.  Teach/present seminars and conduct workshops as needed through the SUNY Center for Professional Development or at SUNY technology conferences.   The Service Delivery Manager is responsible to respond to P1 Incidents (Emergency Incidents) occurring on and off hours in a timely fashion, adhere to ITEC’s security policies and procedures and participate in training, and must account for work effort performed by documenting in current ITSM tool by completing weekly timesheets. This position requires that the successful candidate be available to work various shifts to assist with providing 24 × 7 support.

Primary responsibilities include:
•Serve as the ITEC liaison for campuses receiving ITEC’s managed services
•Coordinate among multiple ITEC internal teams to ensure consistent and quality service delivery to the campuses
•Organize and run regularly scheduled meetings with the customer contacts for assigned campuses and participate in customer advisory board meetings as requested
•Oversee ITEC’s support activities for assigned campuses
•Manage issues which may arise related to services
•Run service delivery engagements and transition campuses to ITEC services
•Monitor service delivery, solicit feedback and customer satisfaction and address any customer concerns relevant to the ITEC services at regular intervals
•Participate in the formulation and maintenance of an appropriate Service Level Management (SLM) structure for service delivery
•Participate in the planning, coordination, and implementation of IT services
•Participate in the development and implementation of processes and controls within the ITEC services.
•Ensure appropriate Service Level Agreements (SLA) are in place for services and Service Level Objectives (SLO) are being met
•Develop and review service metrics
•Report on service performance and achievements
•Align IT Service Management (ITSM) solutions to ITEC’s and its customers’ business needs
•Design consistent service delivery processes with other Service Delivery Managers to provide consistent service delivery across all customers
•Participate in Service Management process improvement activities to assure continual improvements and value creation for our customers
•Assist in organizational change initiatives to make better use of ITEC services and resources while still providing quality service to campuses
•Serve in a business relationship management role to help campuses understand other services that ITEC could provide
•Promote a positive image of ITEC

Required Qualifications:

  1. Bachelor’s degree or equivalent work experience
  2. Demonstrated experience managing mission critical, client-facing IT services
  3. Demonstrated organizational, management, and leadership skills
  4. Demonstrated analytical and problem solving skills
  5. Excellent presentation, interpersonal, and written and communication skills
  6. Participation as a member of a project(s) using traditional or agile project management methodologies
  7. Available to work various shifts to assist with providing 24 × 7 support.

Preferred Qualifications:

1.         Experience in higher education

2.         Experience with remote end-user support

3.         Experience with desktop support (Mac and Windows)

4.         Experience with printer administration and support

5.         Experience with network administration

6.         Experience with Windows server administration (printers, active directory, IIS, etc.)

7.         Experience with email administration

8.         Experience working on virtual teams, including the use of online collaboration tools

9.         Experience motivating colleagues / team members

10.       Experience with identity management / single sign on

11.       ITIL certification or training

12.       PMI certification or training in PMP, CAPM, or PMI-ACP


Qualified applicants may apply online at


Buffalo State is an affirmative action/equal opportunity employer and committed to respect for diversity and individual differences.



Security Clearance

NO Security Clearance

Apply Now