IT Service Delivery Program Manager

About the RoleIT Project Manager (Service Delivery) role oversees several key functions within the IT department that enable the delivery of a high-quality service to end users and to ensure service support and service delivery processes are in place to meet the needs of ZT Systems. This position will partner with business and the IT team to meet the expectations of the client. The Service role will create and deliver the governance structure and service management framework as well as serve as a primary point of contact for IT services & operations from the business users to resolve conflicts and issues, while establishing and maintaining agreed upon service levels.  What You will Do  This role manages the end-to-end IT service management and operations that include the following:IT Service managementIT Demand ManagementIT Change ManagementProblem Management (which includes Postmortem and RCA)Incident ManagementService Improvement & Operational Excellence PlansIT awareness & training for the End UsersIT communication for the End UsersTechnical Writing skills is a plusDevelop, drive, and deliver an IT service management framework with processes to align with the overall IT department goals and strategy (Policies, Procedures, SLAs, Guidelines, etc) while building a culture of customer service.Lead continuous service improvement initiatives to enhance the service provided by overall IT operations through utilizing international IT standards and best practices.Build and establish relationships with all business departments and other Enterprise IT teams in executing IT enterprise service delivery mechanisms, meeting service level requirements, and resolving service delivery issues across services within the operations portfolio.Ensures all documentation is properly updated, and signoff has been received at each phaseDevelops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users.Increases visibility and communication between the service delivery teams, business stakeholders, IT leadership, and other IT support staff by articulating them in ways that are clear for the business partner as well as for those in IT.Analyzes business processes to determine gaps and identifies technology enabled solutions to close gapsDevelop and produce health, KPI reports (Annually, Semi-Annual, Quarterly, Monthly, Daily)Stays informed of industry and regulatory changes impacting IT service management and reflects changes in the internal team processes.Lead the process of certification / recertification activities related to IT service management compliance. What You BringBachelor’s degree in IT, Computer Science, Engineering, or any related specializationMinimum 5 years of experience leading IT service management in a complex environment with a global footprint (preferable in a manufacturing-type setting)ITIL v3, v2011, or v4 Foundation Certification preferred...