Service Delivery Manager (On-Site)

***This position will be based on-site at our Hoffman Estates Corporate Headquarters***

The IT Service Delivery & Operations Manager is a hands-on technical and operational leadership role accountable for leading Claire's North America Tier II Service Delivery and Operations teams. The role will coordinate, plan, manage and ensure the delivery of quality and measurable end-to-end IT infrastructure, end user computing and operational support functions for all Claire’s offices and field based employees.  The leader is a public face of the IT department.  The role requires strong business acumen, technical and process expertise pivotal to building bridges, adopting and executing ITIL framework principles that enable the business through the continual improvement and security of IT services.

Main Responsibilities

• Oversee and direct the day-to-day IT operations and service delivery support functions, processes and activities across North America
• Provide service expertise and be the highest level of technical escalation point for IT Operations and Tier II Service Delivery teams on all support and operational matters
• Manage key vendors, negotiate and maintain contracts while ensuring accountability and adherence to all agreed service levels
• Lead and manage the internal teams to ensure all KPIs, OLAs and SLAs are met or exceeded. Review and amend targets to ensure continual improvement
• Ensure the IT Operations and Service Delivery strategy is in alignment with the Global IT strategy as well as meeting business objectives and enterprise security standards
• Develop and maintain a resource and workload management plan to ensure appropriate workforce levels to meet business demands, especially during peak periods
• Collaborate with the PMO, ITSM and other teams to ensure smooth transitional support into Service Operation of all new services and products across the enterprise
• Innovate and automate to optimize the Tier II Service Desk and IT Operations teams’ efficiency and ability to execute quickly and consistently
• Mentor, coach, motivate and inspire staff to maximize individual and team development, growth, competence and succession
• Partner with global counterparts to adopt and execute standardized operational models, processes and team capabilities to fully support Claire's technology ecosystem using follow-the-sun service model
• Participate in the budgeting process, manage and maintain fiscal oversight of all IT spend and cost savings opportunities for the IT Operations and Service Delivery functions
• Own, develop and maintain proper documentation strategies, processes and procedures, inventory tracking, licensing and assets management
• Ensure all inbound contacts to the teams are logged, categorized and appropriately prioritized and timely updates are provided to end users
• Analyze, develop and generate operational and service performance reports and present to the senior management team
• Build and maintain healthy 2-way relationships with key business stakeholders and IT leadership
• Manage and oversee VIP end user support to ensure elevated response levels and flawless service is provided for this group
• Support VC systems including planning and support for leadership events / conferences   
• Manage Major Incidents including high severity outages, coordinate internal and external teams, conduct post-incident reviews, implement lessons learned and provide timely communications to key IT and Business stakeholders
• Act as a point of contact for escalations across IT and centrally manage, support end users with training requirements and projects
• Contribute towards the management and enhancement of the ITSM tool to help improve the end user experience and own management of the self-service catalogue

Qualifications

• Bachelor’s degree in IT or related discipline or equivalent combination of training, certification and experience required
• ITIL Foundation certification plus 2 or more Intermediate levels - commitment to complete remaining intermediate levels within a year
• 2 or more of the following certifications or similar: CompTIA A+, Network+, MCSA, CCNA
• 8+ years of experience working in an enterprise IT operations and support role, 4+ years in a leadership or management capacity
• Strong ITIL background and ability to develop, adhere to, execute and maintain underlying processes
• Strong hands-on support experience of Active Directory, Windows client and Server OS, Group Policies, Domain Services (such as Print, DHCP, DNS), databases, cloud services, IAM and network connectivity
• Proven ability to lead and mentor team members, both from a technical and non-technical perspective
• Experience managing Major Incidents whi