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IT Service Delivery Manager

Job Location Minneapolis, Minnesota

Position Purpose: 

The IT Service Delivery Manager (SDM) is a highly visible leader of the Service Desk Team and owner of core IT Service Processes. 

This role is responsible for day-to-day planning, measuring and executing contact center service quality and operations.  Responsibilities also include reviewing IT processes in accordance to IT Infrastructure Library (ITIL) best practices, in addition to providing guidance and overseeing management of key ITIL processes in partnership with IT leadership.

Primary Responsibilities:

Strategy & Planning

  • Responsible for driving and identifying Service Management process opportunities, process mapping and related documentation, communication of new processes to applicable stakeholders and identification of appropriate automation and process technology to support further improvement within the environment
  • Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes. This includes detailed tactical steps to drive the changes desired with clearly defined success criteria
  • Tracks and communicates cost information around Service Desk staffing.  Recommends financial improvements/efficiencies in the ITSM space
  • Conducts research on emerging products, services, protocols and standards in support of ITSM best practices

Acquisition & Deployment

  • Responsible for hiring and developing Service Desk talent
  • Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements

Operational Management

  • Oversees the processing of incoming incidents to ensure courteous, timely and effective resolution of end user issues
  • Ensures that these ITIL processes are defined, understood, adhered to and improved ongoing across the enterprise
  • Mentors and assists with implementation of continual service improvement items across all IT operational processes
  • Ensures that daily/weekly/monthly statistics and dashboards are compiled and continually updated to show the health of ITIL processes and level of customer service support
  • Promotes the creation and curation of Knowledge documentation with the goal of increasing the end user’s ability to access relevant information to self-solve common issues
  • Responsible for Problem Management root cause analysis documentation and reporting. Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring

Key Performance Indicators:

  • Incident management visibility across the IT department to incident metrics
  • First Contact resolution trends
  • Time to answer statistics
  • Knowledge documentation quality and usage
  • Problem resolution tracking
  • Customer satisfaction surveys
  • Team engagement 

Position Requirements: 

Experience

  • 5+ years previous Management/Supervisory of Help Desk and/or PC support services
  • Demonstrated depth and breadth in IT Service Management functions, including but not limited to Incident Management, Problem Management, Knowledge Management, Service Requests and Outage Response/Resolution
  • Strong interpersonal, written, and oral communication skills
  • Experience with establishing and driving ITIL processes and measurements
  • Experience with the ServiceNow platform for IT Service Management and Performance Analytics
  • Detailed knowledge of Help Desk best practices and tools
  • Experience creating and growing a team
  • Ability to articulate technical issues to non-technical staff and/or business leadership

Education

  • College degree in the field of computer science or like and/or 2-year associate degree in a Technical Field and/or a combined year equivalent work experience.

Certifications

  • Certification in Information Technology Infrastructure Library (ITIL) preferred

Knowledge, Skills & Abilities

  • Solid relationship management and performance management skills.
  • Ability to motivate, develop, and manage team members.
  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Excellent written, oral, and interpersonal communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Ability to conduct research into issues and products as required.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated and directed.
  • Team-oriented and skilled in working within a collaborative environment.

Working Conditions

  • Minimal travel may be required
  • Availability during non-core business hours (nights/weekends)

EEO Statement

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R1519
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  • Information Technology, Minneapolis, Minnesota, United StatesRemove