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Service Delivery Specialist

Company: Carl Zeiss Inc.
Location: Peabody
Posted on: January 12, 2020

Job Description:

SERVICE DELIVERY SPECIALIST

PEABODY, MA

Step out of your comfort zone, excel and redefine the limits of what is possible. That s just what our employees are doing every single day in order to set the pace through our innovations and enable outstanding achievements. After all, behind every successful company are many great fascinating people.

The Service Delivery Specialist I role performs the first line end-user support involving all the Service Delivery tasks and activities that ensures the responsiveness and quality of the IT services within the Regional Service Hub to the Region s BG user community of local service users in their designated service territory.

The Service Delivery Specialist I will execute all first line end user support tasks and activities consistent with the region s Service Delivery standard practices, procedures and processes to assure a very high level of user satisfaction. This role provides situational leadership to ensure IT end-user support for day to day IT service operations within their designated Service Delivery region. This position services as the routine contact liaison with all ZEISS business groups users within the Service Delivery region and assists the Service Delivery Manager in coordinating regional activities and initiatives with corporate IT at the headquarters in Germany.

For IT services that are managed and sourced by Global IT Services and provided through a third-party provider, this role will provide service management of the service provider to assure service availability through these managed services providers.

WE ARE LOOKING FOR PEOPLE WHO ARE KEEN TO TRY SOMETHING NEW:

* Service Delivery - Policies & Procedures: Perform all first line Service Delivery tasks and activities consistent with the policies and procedures of the Service Delivery function.

* Business/IT Service Planning: Conduct proactive joint-planning with BG users to anticipate their needs and minimize service disruptions through appropriately planned service windows. Ensure proper support of client business changes while maintaining service levels and minimizing risk to IT service disruptions

* IT Service Delivery Support: Execute all service delivery tasks and activities against IT Service Delivery Support standards and practices for ensuring high availability and performance services through timely and responsive level I user support response. Ensure effective incident, problem and change management ITIL practices that are required for effective technology management including effective escalation to the Regional Technical Center staff for Level 2 support

* IT Service Management Process and Tools: Participate in the Regions IT Service Management ITSM process in close coordination with the Global IT s ITSM process to respond promptly to the routing of service tickets within the Region and coordinate with relevant third-party service providers in response and support for all local, regional and global services

* BG User Satisfaction: Monitor customer satisfaction against agreed upon service level agreements and be the designated point of contact to business users including maintaining a program of Customer Satisfaction metrics gathering, reporting and monitoring

* Team Management: Adopt effective team practices to ensure a unified Service Delivery function within the Americas region

* Demand and Portfolio Management: Be the Business users point of service request intake for all IT enhancements, upgrades, projects to improve IT services and provide appropriate prioritization for all BG business requests/demand

* Service Delivery and RTC Integration & Collaboration: Partner with the Regional Technical Center participating in regular operational service reviews to drive continuous service improvements and user satisfaction

* Local IT Service Support: Execute responsive and effective first line on-site and remote service support of all IT services and applications that serve BG users and also those applications that are managed by the BG business

* Global Corporate IT Service Integration and Collaboration: Partner with the Global IT Service Delivery team as America s Regional Service Delivery Hub to ensure effective Global IT Services delivery

* Business Relationship Management: Maintain trusted and credible working relationships with BG users as part of RTC customer focus service orientation based on service excellence: Maintain up-to-date profiles of the business users served to update a knowledge base about all BG related information that can inform Regional/Global IT s service planning and service improvement strategies

YOU ARE:

* Business and IT Projects: Experience in working with BG users on business process and IT related and BG client initiatives to improve business capabilities and IT s opportunities to leverage technology for business enabling. Experience in performing business requirements gathering and analysis for product enhancements/upgrades and projects including effective hand-offs to the Regional Technical Center staff.

* IT Operations Support: Experience in performing first level fixes and service delivery procedures. Able to document problem and issue logs and records for corrective and preventive actions. Working knowledge in maintaining and updating existing issue and problem-resolution documentation and standard operating procedures.

* IT First Level Support: Experience in performing first line business user support and response locally or by remote to address service request, incidents or problems resolutions

* Situational Leadership: Proven ability at working in a team environment Influencing skills and the ability to leverage support from other parts of the Regional IT organization

* Business: Working knowledge of business environments. Business savvy about business analysis, business cases and financial concepts. Understanding the business perspectives on any given situation

* Relationship: Credible presence and effective interactions with business stakeholders managers, senior managers as necessary. Able to build relationships based on trust and credibility based on results and service. Build and maintain effective teamwork and partnership with the Regional IT, Global IT and Business Group BG stakeholders

* College degree or equivalent IT experience.

* Technical training and certifications desired.

* Minimum of 2 years of IT and Service Delivery Support experience

* ITIL v3 Foundations certification desired: Mature understanding of IT Service Desk Management with a proven track record of delivering results and supporting key ITIL disciplines Service Now experience a plus

In a spacious modern setting full of opportunities for further development, ZEISS employees work in a place where expert knowledge and team spirit reign supreme. All of this is supported by a special ownership structure and the long-term goal of the Carl Zeiss Foundation: to bring science and society into the future together.

JOIN US TODAY. INSPIRE PEOPLE TOMORROW.

Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.

Apply now! It takes less than 10 minutes. Online Application
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ZEISS is an EEO/AA/M/F/Disabled/Veteran Employer

Keywords: Carl Zeiss Inc., Peabody , Service Delivery Specialist, Other , Peabody, Massachusetts

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