at Xylem in Morton Grove, Illinois, United States
Job Description
Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world’s most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
We’re Hiring for an IT Service Delivery Manager!
If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark (https://www.xylem.com/en-us/watermark/) !
The Role : Xylem seeks to hire an IT Service Delivery Manager I to join our team. This position can be based out of one of our facilities in either Morton Grove, IL, Houston, TX, or Colorado Springs, CO.
Job Summary :
Provide technical support to the organization’s internal users of computer applications, hardware, and network (e.g., PCs, servers, mainframes). Deploy end point hardware and software products and services. Answer questions regarding system procedures, online transactions, systems status. Collaborate with other teams within IT to restore service and/or identify problems. Follow all ITSM processes to ensure timely resolution of incidents and fulfillment of requests.
Supervise and manage a team of IT Service Delivery Technicians (SD2) for assigned locations within a region. Responsible for providing level 2 desk-side support services and remote assistance to solve IT end user issues to include any hardware, software and connectivity issues or related assets. Address on-boarding and off-boarding requests, hardware purchasing, user account set up, IT maintenance requests, and assist other support teams with networking, messaging, server, and applications related issues. Follow established procedures to monitor service desk ticketing system and maintain it by documenting issue resolution processes. Participate in various projects as assigned by the Director of Enterprise IT Service Management.
Essential Functions and Major Activities :
+ Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, servers, computers, operating systems, and associated hardware.
+ 25% travel within US and Canada
+ Develop business case justifications and cost/benefit analysis for IT spending and initiatives.
+ Practice asset management for IT hardware, software, and equipment in accordance with ITAM policies.
+ Analyze existing operations and make recommendations for the improvement and growth of the Service Delivery roles.
+ Participate in and lead IT projects ensuring efficient utilization of SD2 resources and equipment across the region.
+ Conduct regular team meetings maintaining reports and documentation related to regional responsibilities.
+ Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
+ Act as mentor and coach for the team; provide timely feedback and conduct all CPG activities for and with the team.
+ Assist in the provisioning of end-user services, including help desk and technical support services.
+ Monitor the Service Desk ticketing system and provide assistance within SLAs to customers with incidents, events, problems, requests, and projects.
+ Deploy computers, printers, multifunction devices, scanners, faxes, VoIP phones and mobile devices.
+ Manage all computers, operating systems, and software required by end-users.
+ Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
+ Manage end user accounts, permissions and access rights in accordance with best practices regarding privacy, security, and regulatory compliance.
+ Anticipate, mitigate, identify, troubleshoot and resolve hardware and software problems with computers, input/output fleet, voice and video equipment. Escalate incidents as necessary.
+ Participate in Critical Incident Management process and conduct Root Cause Analysis as needed.
+ Analyze the performance of the supported devices, identify and report common issues to the appropriate support groups.
+ Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
+ Provide IT services for end users including visitors within the assigned region.
+ Assist with resolving security related issues.
+ Exchange information and knowledge related to IT services with other members of the global support team.
+ Ensure the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
+ Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
+ Practice asset management as per documented processes.
+ Support application development teams throughout project lifecycles.
+ Perform other duties and special projects as needed.
+ Manage all IT hardware in Xylem’s manufacturing and distribution sites.
+ Maintain a heightened level of operations with an increased sense of urgency for any 24/7 Manufacturing environment.
+ Within Vendor Relationship Management procedures, act as primary contact for all IT maintenance contracts in support of the Production environment.
Education and Experience :
+ Bachelor’s Degree in MIS, CS or relevant concentration, with 4-5 years of relevant experience; or a Graduate Degree (Masters) in MIS or CS preferred, or relevant concentration, with 2-3 year of relevant experience; or relevant and equivalent business or IT experience of minimum of 4-5 years.
+ ITIL knowledge and certification is preferred.
+ Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, M365 including Office Pro, Cisco VoIP and Networking, mobile communications, ServiceNow Ticketing system, etc.
+ Direct supervision of technical resources and management of virtual staff.
+ Hands-on software and hardware troubleshooting experience.
+ Knowledge of applicable data privacy practices and laws.
+ Experience working within a team-oriented, collaborative environment.
+ Network + or A+, Microsoft or Cisco certifications would be an asset.
Key Competencies :
Business Focused Delivery: Identifies the underlying need behind business requests and designs solutions of the appropriate size and scope within the context of his/her discipline’s guidelines.
Provides insight into how the existing technology within his/her area of responsibility can improve processes to maximize business value.
Continuous Improvement: Leverages useful practices from elsewhere in the organization and applies them across his/her own group. Encourages and engages others to improve: sets continuous improvement expectations and recognizes milestones and accomplishments of others, ensuring improvements are sustained.
Inspiring Accountability: Communicates with candor and conviction: takes a point of view, “speaks up” especially when not in agreement. Accepts responsibility for his/her own actions, results, and subsequent learning. Aligns words with action: follows through on commitments, a
