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
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
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
