Service Delivery Owner
Core
Oversee service delivery functions, manage end-user support requests, and provide hands-on technical support for infrastructure, applications, and devices within a global entertainment agency.
Role type
Senior Service Delivery Owner (IT Operations)
Builds
Maintains stable IT service delivery, resolves incidents, and improves support processes for CAA's internal teams and C-Suite.
Domain
Entertainment industry IT operations and service management
Required skills
Service delivery management, incident management, KPI monitoring, SLA enforcement, 3rd line support, process improvement, stakeholder communication, team leadership via influence, problem-solving, training and mentoring
Preferred skills
ITIL Foundation, Microsoft/M365 certifications, Network+ certification, A+ certification
Technologies
Windows 10/11, MacOS, Microsoft Office, iOS, Cisco IP phones, Cisco Unified CM, JAMF, Azure AD, ticketing systems, remote support tools
Responsibilities
Oversee identification, prioritization, and resolution of end-user support requests; Monitor KPIs and implement action plans to meet SLAs; Partner with senior technical resources for problem resolution; Prioritize and assign tickets to junior staff; Provide 3rd line support for incident management; Execute strategies to inform departments of service performance issues; Partner with Information Risk Management for cyber security incidents; Provide concierge-level support to C-Suite and Department Heads
Seniority
Senior, hands-on IC with leadership influence
