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    IT Service Delivery Manager - Newark, United States - Munich Airport NJ LLC

    Munich Airport NJ LLC
    Munich Airport NJ LLC Newark, United States

    3 weeks ago

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    Description

    Munich Airport NJ LLC is a US-based subsidiary of the German Airport Operator Munich Airport. Munich Airport NJ LLC is responsible for the operations, maintenance, and concession management at the existing New Terminal A at Newark Liberty International Airport (EWR) We are looking for an experienced;

    IT Service Delivery Manager

    to join our team as soon as possible. You will be part of a quickly growing team, helping not only to create an attractive passenger terminal, but also to develop the Terminal Operator company with your expertise and personality.

    Your Future Responsibilities

    • Manage the service desk team and oversight of ITIL Service Management processes
    • Ensure that the ICT Service Desk operates efficiently and effectively, providing technical support when necessary
    • Provide regular verbal and written reports to management on ICT service levels, planned maintenance, issues, and data
    • Drive the performance of the IT service desk to achieve a high level of performance
    • Drive the effectiveness of the Incident management process (quick response, resolution, and communication
    • Establish and implement ITIL standards
    • Improving operational management systems, processes, and best practices.
    • Develop Service and Operational Level Agreements to set expectations and measure performance
    • Develops an effective and workable ITIL framework for managing and improving customer support in the organization
    • Advise management on situations that may require additional client support or escalation
    • Seek ways to increase quality of customer service
    • Responsible for managing the Airport IT service desk
    • Responsible for resolving issues escalated by technicians and engineers
    • Responsible for coordinating with vendors and other systems provers to resolve the issues and monitor the SLA
    • Other Ad-hoc duties as assigned
    Your Education & Training
    • 10 + years progressively responsible experience in ICT Operations management
    • Knowledge of organizational effectiveness and operations management
    • Experience working in an airport environment is preferred
    Your Skills & Experience
    • Strong knowledge of ITSM and ITIL best practices
    • Very good knowledge and practical experience of the MS Office products (MS Word, MS Excel, MS, PowerPoint, MS Visio, and MS Project)
    • Very good knowledge in English (spoken and written)
    • Stellar organizational skills
    • Continuous Improvement Mindset
    • Ability to prioritize tasks
    • Ability to act with integrity, professionalism, and confidentiality
    • Has a positive and energetic attitude with a hands-on mentality
    • Ability to work without direct supervision, taking responsibility, and ownership of assigned tasks
    • Ability to work in a team-driven environment
    Good reasons why you should become part of the airport family
    • Be part of the team who embraces diversity, fosters collaboration, practices mentorship, and believes in a positive, healthy work climate
    • Help Munich Airport, Europe's only 5-star Airport, to build on its reputation in the US
    • International working environment
    • Attractive benefit package; Health, Vision, Dental, 401(k) Matching, LTD/STD, PTO
    Munich Airport US Holding and it's subdivision Munich Airport NJ LLC are equal opportunity employers.
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