Senior Manager, IT Service Delivery job opportunity at Altera Corporation.

Home Jobs In United States Of America Tag: IT Service Delivery Senior Manager, IT Service Delivery position at Altera Corporation


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Altera Corporation Senior Manager, IT Service Delivery
Experience: 7-years
Pattern: full-time
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IT Service Delivery

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loacation San Jose, California, United States, United States Of America
loacation San Jose, Cali..........United States Of America

Job Details: Job Description: About the Role: Responsible for leading the delivery of IT support services to end users across the organization. This includes managing support teams, enhancing the user experience, ensuring the effective operation of the service desk, and implementing best practices for incident management, service requests, and problem resolution. This position will work closely with other IT leaders to align support strategies with organizational goals and technology initiatives.    Strategic Leadership   Contribute to the development of the end user support services strategy and drive the execution of that strategy. Define and standardize policies and procedures for IT support operations.  Collaborate with IT leadership to ensure the seamless integration of end user support with broader IT initiatives.    Operational Management   Oversee the daily operations of IT service desks and onsite support teams to ensure timely resolution of issues and service requests  Develop and monitor service level agreements (SLAs) and key performance indicators (KPIs) for the support function.  Ensure the implementation of tools and technologies to enhance the efficiency of support services, such as ticketing systems, remote support tools, asset management, and knowledge bases.  Drive the execution of the escalation processes for major and high-priority incidents   User Experience and Engagement   Promote a customer-centric culture within the support organization, focusing on user satisfaction and productivity.  Establish regular feedback loops with end users to identify areas for improvement.  Drive the development of self-service tools and resources to empower end users and reduce support demand.  Team Leadership and Development   Lead, mentor, and manage the end user support services team, including hiring, training, and performance management.  Foster a culture of continuous learning and professional development within the team.  Encourage and facilitate collaboration and knowledge sharing across support staff.    Continuous Improvement   Analyze support trends, metrics, and user feedback to identify areas for improvement and implement solutions.  Stay up to date on emerging technologies and best practices in IT support to drive innovation.  Ensure compliance with industry standards, organizational policies, and regulatory requirements.    Vendor Management   Develop and manage the relationships with external vendors and service providers.  Ensure vendor and service provider compliance to agreed upon service delivery and quality levels Skills and Competencies   Strong knowledge of ITIL frameworks and service management principles.  Proven experience with IT support tools such as ticketing systems, remote support platforms, and endpoint management tools.  Fundamental knowledge of M365 and infrastructure technologies such as networking, cloud computing, security, and data centers Exceptional communication and interpersonal skills, with a focus on user satisfaction.  Strong analytical and problem-solving skills, with a proactive approach to challenges.  Ability to manage multiple priorities in a fast-paced environment.  Salary Range   The pay range below is for Bay Area California only. Actual salary may vary based on   a number of   factors including job location, job-related knowledge, skills, experiences,   trainings , etc. We also offer incentive opportunities that reward employees based on individual and company performance.     $ 159,700   - $ 207,400   We use artificial intelligence to screen, assess, or select applicants for the position.   Qualifications: Qualifications Bachelor’s degree in information technology, Business Administration, or a related field (master’s preferred). Related work experience will be considered in lieu of degree.  7+ years of experience in IT support or service management, with 3+ years in a leadership/Management role.  Job Type: Regular Shift: Shift 1 (United States of America) Primary Location: San Jose, California, United States Additional Locations: Posting Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

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