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Job Req ID:  11040

Job Title:  Mgr, IT Service Delivery Operations

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 America’s Best Large Employers, is transforming the way we all do business.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.

Position Objective

The IT Service Delivery/Operations Manager oversees the key teams/functions via department managers 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 business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard with the proper metrics.

Essential Job Functions

•    Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

•    Oversight of Service Desk function, including performance trending and ticket analysis, handling escalated support issues, identifying, and quantifying improvement opportunities, and allocating staff accordingly to meet business objectives.

•    As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

•    Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.  Develop key metrics to manage Service Delivery

•    Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

•    Responsible for day-day delivery of Konica Minolta Business Solutions IT Services through key direct managers.

•    Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

•    Project Management and oversight of Service Delivery projects, including mass equipment deployment, software releases, etc.

•    Direct the Procurement of IT services and equipment (computers, peripherals, phones, wireless technologies, cabling, etc.). Continually improve the desktop computing environment.  Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security

•    Establish and enforce policies and procedures in line with security and strategic objectives.

•    Budget, purchasing, asset management.

•    Provide leadership, direction and coach/mentor team

•    Implement Continuous Process Improvements

•    Knowledgeable on the application portfolio with focus on SAP application

•    Support application go-lives to ensure Service Delivery support structure is in place.

•    Ensure that patching and anti-virus updates are carried out promptly and effectively

•    Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment

•    Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

•    Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

•    Provide regular and accurate management reporting on IT Service performance

•    Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

•    Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Competencies (Knowledge, Skills and Abilities)

•    A passion for Service Improvement and metrics

•    Experienced Service Management professional

•    Previous experience as a Manager in leading virtual teams

•    Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

•    Expert knowledge of ITIL disciplines

•    Excellent leadership and people management skills

•    Excellent written and verbal communication skills

•    Excellent customer facing/customer service skills

•    Able to work under pressure, meet deadlines and maintain composure

•    Able to demonstrate a high degree of flexibility including shift and out of hours working

•    Excellent organizational skills

•    Able to manage sensitive and sometimes confidential information

•    Self-motivation and able to take responsibility

•    Able to manage and prioritize and tasks and time efficiently

•    Able to demonstrate initiative and a proactive approach to daily tasks

•    Service Now ITSM

Experience, Educational Reqts and Certifications

•    Bachelor’s degree or four year equivalent preferred Minimum of 2-3 years" experience working in IT management role or some combination of 2-3 years in IT or operations In-depth understanding of IT or industry dynamics.

•    Critical thinking and problem solving skills.

•    High tolerance/evolved ability to lead and manage ambiguous situations.

•    Excellent relationship skills Superior verbal, written, facility and presentation skills.

•    Collaboration and team leadership abilities Effective time and project management skills.

•    ITIL Foundations experience a plus (for ITO Service Delivery).

•    Some travel will be required

•    Project Management skills

•    Strong Business Acumen

•    Worked within the Service Now ITSM tools

Konica Minolta Offers:  

  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™


Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Nearest Major Market: New Jersey