Service Delivery Manager I

AmTrust is looking to build a world-class IT Service Delivery Management Team. To support that effort, we are looking for an IT Service Delivery Manager who will establish and maintain relationships with business and IT stakeholders, to provide optimum customer satisfaction. You will be responsible for leading IT Service Delivery to ensure scalable IT support of the business. With support from the broader IT team, this role will be the key responsible owner to improve and maintain the IT Service Delivery solutions, procedures, and processes that support the Global IT Infrastructure team. Areas of focus include IT support and ticketing management, cloud infrastructure, information systems strategy, and systems support in conjunction with and supported by additional IT staff.

This position will require you to have a strong IT background, be a self-starter and meet established timelines with minimal oversight to be successful. Also, the desired candidate will be detail and task oriented while at the same time capable of seeing the broader picture. The IT Service Delivery Manager will maintain a solid understanding of AmTrust's mission, vision, and values. The IT Service Delivery manager will uphold the standards of the AmTrust organization.

Manages and monitors the delivery of services, prioritization of items, and the outcomes for all End User Services teams.
1. Provides a balanced, cross-functional perspective, collaborating with Global IT infrastructure and the business globally to ensure consistency and to help improve efficiency, effectiveness, and productivity.
2. Drives to best-in-class service and end user experience as it relates to capabilities, processes, formality and execution through fostering, raising/tracking issues, and conflicts, removing barriers, facilitating solutioning and escalation with a cadence to lead continuous improvement.
3. Identifies trends through root cause analysis of incidents and works with relevant teams to ignite initiatives to solution by way of application/infrastructure change, communication, or partner education.
4. Anticipates and tracks operational and tactical risks and provides strategic solutions.
5. Ensures effective communication and updates for operational activities including tactical and strategic plans, Major Incidents, and stability.
6. Oversees and reports weekly, monthly, quarterly, and annual metrics for End User Services.
7. Serves as a backup escalation point for Major Incident and triage activities related to End User Services.
8. Supports team members in the fulfillment of their operational day-to-day obligations.
9. Stays up to date on industry regulations, trends, and technology.

Required:

• Bachelor's Degree or equivalent work experience
• Related technology certifications a plus: e.g., ITIL certifications, Certified Scrum Master
• 5+ years of direct IT infrastructure and operations experience
• Proven experience delivering technical support
• Excellent attention to detail
• A positive and proactive approach to service delivery
• Self-starter with proven track record of delivering results
• Demonstrate effectiveness in complex problem-solving situations
• Ability to manage multiple projects simultaneously and provide strong leadership, work direction and team facilitation skills.
• Excellent communication and relationship building skills with colleagues and end users
• Ability to provide effective feedback to team members.
• Possess excellent interpersonal communication skills and exceptional planning and organizational skills
• Ability to work independently, under pressure, meet deadlines and handle multiple projects simultaneously
• Ability to interface with vendors, customers, clients, and other departments and respond to requests both in written and verbal form

Preferred:

• Understand ITIL concepts and framework
• Understanding of Agile methodologies.
• Good Project Management skills.
• Strong Excel Skills, including pivot tables.
• Working proficiency with ServiceNow.

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

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AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.