IT Service Delivery Manager

Newark, NJ
Full Time
IT
Experienced

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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