IT Service Delivery Manager

🕒 il y a 3 jours

🇺🇸 États-Unis – Télétravail

💵 $94 882 - $136 096 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

👔 Manager

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Guild Mortgage

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1960

🏗️ Construction

💸 Finance

🏠 Immobilier

Construction • Finance • Real Estate

Guild Mortgage est un prêteur hypothécaire et gestionnaire de prêts basé aux États-Unis, offrant une large gamme de produits et services de financement immobilier aux consommateurs et partenaires commerciaux. La société propose des hypothèques d'achat et de refinancement, y compris des prêts conventionnels, FHA, VA, USDA, jumbo, de rénovation, de construction, hypothèques inversées, HELOCs, et des programmes spécialisés ainsi que de l'assistance pour le paiement initial. Guild Mortgage opère à l'échelle nationale via des agences locales et des conseillers en prêts, soutient les emprunteurs grâce à des services et à la gestion de comptes en ligne, et collabore avec des constructeurs, agents immobiliers, agents de titre, et correspondants.

Description

• Drive operational excellence and continual service improvement across the IT Service Delivery organization • Identify customer service gaps, coordinate improvement initiatives, reduce recurring issues, improve support efficiency, and turn opportunities into action • Conduct root cause analysis and create documentation, actions, and remediations • Gather feedback from employees, IT teams, and business partners; evaluate, prioritize, and implement solutions • Establish knowledge standards and improve documentation quality within IT service delivery • Implement an omni-channel support model and promote knowledge sharing across teams • Coordinate, create, and facilitate new-hire technology training • Coordinate software rollout readiness, change communications, and end-user adoption programs • Coordinate activities and service handoffs among Service Delivery, Security, Infrastructure, Enterprise Applications, Telephony, Operations Technology, Sales Technology, and AI teams • Develop operational efficiencies, standardize processes, and drive continuous service improvement initiatives • Work with IT leadership to execute strategic priorities while independently managing implementation, prioritization, problem-solving, stakeholder engagement, and cross-functional collaboration • Mentor and guide less experienced professional contributors • Travel 20–50%

🎯 Exigences

• High School Diploma or equivalent required • Associate's degree related to the position preferred • Minimum seven years' experience in Customer Service, Service Desk Operations, End User experience support, Continuous Improvement, or related disciplines • Experience with IT ticketing systems, KPI reporting, process improvement, and cross-functional collaboration required • Minimum three years supervisory or leadership experience • Preferred certifications include ITAM Foundation & PM • Excellent verbal and written communication skills required • Highly organized and detail-oriented • Ability to work in a fast-paced, metrics-driven environment required • Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required • Ability to occasionally move office equipment and supplies weighing up to 40 pounds; elsewhere specified as up to 20 pounds • Ability to operate standard office equipment and keyboards • Ability to accurately perceive, distinguish, and interpret visual and audio information • Ability to adapt effectively to workplace stressors, including customer service complaints, security responsibilities, and competing priorities • Ability to work primarily Monday–Friday during the business week • Commitment to company values

🏖️ Avantages

• Medical insurance • Dental insurance • Vision insurance • Life insurance • AD&D insurance • LTD insurance • 401(k) with employer match • Competitive compensation • Pleasant work environment • Employee education and training opportunities