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IT service delivery managers oversee workers, facilitate meetings, and ensure that products and services satisfy consumers. As team leaders, IT service delivery managers use strong communication skills to motivate and encourage workers. They also use strong interpersonal skills to build relationships with customers. IT service delivery managers are employed full time by companies in the information technology field. Those well suited to this profession have strong leadership skills and are knowledgeable about information technology.
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IT Service Delivery Manager Duties and Responsibilities
No two IT service delivery managers are exactly alike, as specific skills vary from employer to employer. However, after analyzing online job postings, we identified several core duties and responsibilities common to the job:
Manage Technical Support Team
IT service delivery managers lead a team of technical support specialists. They provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.
Implement Best Practices
IT service delivery managers research and implement best practices in help desk and IT support. They also ensure policies and procedures are followed.
Facilitate Meetings
By managing and facilitating meetings, IT service delivery managers ensure that teams are improving performance, service, and product quality. They use information gathered at these meetings to target areas that need improvement.
Review IT Service Catalog
To ensure that listings are accurate, IT service delivery managers review IT service catalogs to add missing services or make recommendations for services that are not offered.
Ensure Teams Are Trained
IT service delivery managers ensure that team members are familiar with IT service delivery processes and best practices. They offer training as necessary.
IT Service Delivery Manager Skills and Qualifications
To become an IT service delivery manager, a bachelor’s degree in computer science or a similar area of study is typically desired. IT service delivery managers also need strong communication skills to motivate their teams and lead their department. Additionally, the following abilities and qualifications are necessary for this profession:
- Software knowledge - IT service delivery managers are familiar with technology and computer software, and they're extremely knowledgeable about the specific software that their company deals with
- Technical experience - IT service delivery managers typically have previous technical experience as well as prior experience managing technical teams
- Infrastructure development - IT service delivery managers have strong knowledge of the principles and processes of infrastructure development
- Familiarity with the Information Technology Infrastructure Library - IT service delivery managers are familiar with the processes and tasks described in the ITIL, which is a manual for IT service management
- Leadership - IT service delivery managers have the essential leadership skills to encourage teamwork and motivate employees
- Problem-solving skills - since they often face problems in their work, IT service delivery managers need strong problem-solving skills to troubleshoot effectively
IT Service Delivery Manager Education and Training
Employers typically prefer IT service delivery managers with a bachelor’s degree in computer science or a similar area of study. IT service delivery managers also typically have at least five to eight years of experience and a strong foundational knowledge of technology and IT operations.
IT Service Delivery Manager Salary and Outlook
The median annual salary for IT service delivery managers, categorized by the Bureau of Labor Statistics as computer and information systems managers, is $139,000. The lowest 10 percent in this field make less than $83,000; the highest 10 percent make more than $208,000. IT service delivery managers who work full time usually receive benefits such as sick and vacation days, health insurance, retirement stock options, and bonuses based on individual or company performance.
This job is expected to grow 12 percent in the next decade. This is faster than the average for all professions. As companies expand to digital platforms, there will be a higher demand for workers who specialize in information technology.
Helpful Resources
Are you interested in working as an IT service delivery manager? We’ve gathered some helpful resources to get you started:
Information Technology Essentials
Eric Frick covers major topics related to information systems, such as computer software, cloud computing, and services offered by leading vendors
IT Service Management
written by Ernest Brewster, Aidan Lawes, Richard Griffiths, and John Sansbury, this comprehensive guide walks readers through concepts including service processes, functions, and roles. These concepts are illustrated throughout the book with reallife examples
IT Chronicles
this blog focuses on news in the IT industry and features a variety of interesting topics ranging from cybersecurity and artificial intelligence to outsourcing and automation
ITSM Tools
this site shares content related to IT service management. Its blog contains many helpful resources for information technology professionals. Some topics covered include risk management, customer value, invoice management, and IT support models
The Practical Guide to World-Class IT Service Management
this book explores several IT service management processes and explains in detail why these processes are essential. Other covered topics include a history of IT service management, the consumerization of IT, and an approach to leverage technology
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