• Service Delivery Manager

    Location US-OH-Cincinnati
    Posted Date 2 months ago(9/11/2018 4:18 PM)
    Job ID
    # Positions
    Position Type
    Full Time
  • Overview

    Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group’s member companies are subsidiaries of American Financial Group, a Fortune 500 company. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow.


    The service delivery manager oversees the delivery of infrastructure services to internal IT and Business customers. The foundation of this position is establishing processes to provide consistently high levels of customer service in a timely manner. The service delivery manager directs team members and manages tasks required to meet customer needs and expectations. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.


    • Responsible for Service Management, including (but not limited to) Change and Release Management, Incident and Problem Management, Production Support, Data Quality Management, Service Request Fulfillment, Knowledge Management, and IT Audit Compliance and Remediation.
    • Manage the Root Cause Analysis (RCA) process including working with the team to conduct the analysis, identify gaps, and implement service improvement opportunities.
    • Define, Monitor, and complete reporting on department SLAs.
    • Assist with project management and tracking activities. Facilitates project Release Management, Incident & Problem Management, and Quality Management status meetings.
    • Drive internal and third party service review meetings covering performance, service improvements, quality and processes
    • Service delivery managers are responsible for building partnerships and liaising with other team leaders to develop solutions/best practices to any issues that arise.



    Education: Bachelor’s Degree or equivalent experience.
    Experience: 5 or more years of related experience within IT administration and/or service management


    Other Skills: 

    • Leadership –strong leadership skills in order to motivate and lead the team(s) effectively and to ensure that employees have the knowledge they need to do their jobs well.
    • Communication Skills –possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service. Strong written communication skills and provides written monthly reports
    • Teamwork – must work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
    • Detail-Oriented – This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful
    • Performs work under limited supervision


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