IT Service Delivery Manager

Job Description:

We are seeking a highly skilled and experienced Regional IT Service Delivery Leader in Newport Beach California to join our team. The successful candidate will be responsible for overseeing the delivery of IT services within the Newport Beach campus, ensuring high levels of customer satisfaction, and driving continuous improvement. This position will coordinate all onsite IT activities ensuring not only minimal impact, but stronger and more efficient tech located within the campus. This includes cube and office equipment, conference room tech, and digital signage. This role will work closely with Infrastructure and Operations teams to ensure maximum uptime and availability of our technology.

Duties and Responsibilities:

• Service Delivery Management: Oversee the delivery of IT services within the region, ensuring they meet or exceed service level agreements (SLAs) and customer expectations.

• Team Leadership: Lead and manage a team of IT service delivery professionals, providing guidance, support, and development opportunities.

• Stakeholder Collaboration: Work closely with business units, IT teams, and other stakeholders to understand their needs, address issues, and ensure the effective delivery of IT services.

• Performance Monitoring: Monitor and report on the performance of IT services, identifying areas for improvement and implementing best practices to optimize efficiency and effectiveness.

• Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring timely and effective solutions to minimize business impact.

• Audio Visual and Deskside Support: Oversee the audio visual and onsite deskside functions, ensuring seamless support and service delivery for all end-users on the Newport Beach campus

• Work closely with Executive Admins ensuring IT services are meeting their technology needs

• Continuous Improvement: Drive continuous improvement initiatives to enhance the quality and efficiency of IT services, leveraging industry best practices and emerging technologies.

• Vendor Management: Manage relationships with third-party vendors and service providers, ensuring they meet contractual obligations and deliver high-quality services.

• Leverage reporting technologies such as PowerBI and ServiceNow to report on Help Desk and Desktop support vendors KPIs thereby holding accountable to SLAs.

• Customer Satisfaction: Maintain high levels of customer satisfaction by proactively addressing issues, gathering feedback, and implementing improvements based on customer input.

Minimum Qualification:

• 10+ years in the Information Technology field with a minimum of:

• 7+ years' in IT Service Delivery or service management with at least 3 years in a leadership role

• Bachelor's degree in computer science, Engineering, or a related discipline, or combination of work experience

• Strong communication skills and experience managing IT/Business Stakeholders

• Expert ITIL knowledge and certifications desirable

• Project Management is a plus with the ability to manage multiple projects and priorities simultaneously.

• Technical Skills: Strong understanding of IT service management frameworks and best practices. Experience with ITSM tools and platforms.

• Leadership Skills: Proven ability to lead and manage cross-functional teams, with excellent communication and interpersonal skills.

• Problem-Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues and implement effective solutions.

• Solid understanding of office / cube desktop technology configurations and wired and wireless networks on a large campus

You can be who you are.

People come first here. We're committed to an inclusive workforce. Learn more about how we create a welcoming work environment at www.pacificlife.com. What's life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.

Base Pay Range:

The base pay range noted represents the company's good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we're committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we've got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.