IT Service Delivery Lead — Drive ITSM Excellence

HDI Global SE; Chicago (IL); Vor Ort; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

HDI Global Insurance Company seeks an IT Service Delivery Lead to oversee ITSM, Service Desk, and end-user support across the organization. You will own incidents, changes, and problems while coordinating with internal teams and vendors to enhance service reliability and user experience.

You will guide onboarding/offboarding, knowledge management, and cross-functional collaborations to optimize workflows and security compliance.

Qualifikationen

• Leadership in IT service delivery and ITSM processes.
• Experience coordinating incident, problem, change management.
• Ability to manage service desk operations and end-user support.
• Knowledge management and process improvement focus.

Aufgaben

• Own and improve ITIL processes for Incident, Service Request, Problem, and Change Management.
• Lead Service Desk operations and monitor performance metrics.
• Oversee end-user support across devices and collaboration platforms.
• Coordinate onboarding/offboarding and asset lifecycle with HR and security.
• Drive automation, shift-left strategies, and knowledge management.
• Act as senior escalation point for complex incidents and post-incident reviews.

Kenntnisse

ITSM

Incident Management

Service Desk

End-User Support

Knowledge Management

Automation

Security & Compliance

Tools

ITIL

Jobbeschreibung

HDI Global Insurance Company seeks an IT Service Delivery Lead to oversee ITSM, Service Desk, and end-user support across the organization. You will own incidents, changes, and problems while coordinating with internal teams and vendors to enhance service reliability and user experience.

You will guide onboarding/offboarding, knowledge management, and cross-functional collaborations to optimize workflows and security compliance.