Senior Manager, IT Service Delivery in Illinois City, Illinois, United States (# 1870)

About Us

About The Team

Job Description

The Senior Manager, IT Service Delivery, is a proactive hands-on leader responsible for ensuring the effective delivery of IT services, workplace productivity technologies, and end user support across RB Global. This role is central to driving IT Service Management (ITSM) excellence, overseeing 24x7x365 monitoring, L2 end-user support, endpoints, end-user hardware configuration standards and refresh cycles, and mobile device management. With a focus on aligning service delivery with organizational goals, the Senior Manager will lead a team dedicated to optimizing IT processes, enhancing ServiceNow capabilities, and fostering collaboration with key stakeholders. By integrating emerging technologies and promoting automation, this position plays an important role in elevating user experience, managing service risks, and ensuring IT capabilities consistently meet business priorities.

Responsibilities

• IT Service Delivery & End-User Technology Optimization: Makes strategic decisions to improve end-user technology services, ensuring effective L2 support, hardware standards, mobile device management, and timely refresh cycles for optimal user experience.
• ITSM Strategy & Process Enhancement: Decides on ITSM process improvements and ServiceNow enhancements, prioritizing automation and self-service tools to streamline workflows, reduce manual efforts, and align with ITIL best practices.
• 24x7x365 Monitoring, Disaster Recovery & Change Management: Oversees decisions related to enterprise monitoring, disaster recovery planning, and change management practices to ensure reliable uptime, rapid recovery, and risk mitigation during system updates or disruptions.
• Stakeholder Engagement, Risk Mitigation & End-User Services: Manages escalations and maintains strong stakeholder relationships, making key decisions on risk management for IT services, balancing service continuity, compliance, and business needs.
• Service Disruptions and End-User Technology Issues: Resolves high-impact service disruptions or complex end-user technology issues by identifying root causes, coordinating across teams, and implementing immediate and long-term solutions to minimize future incidents.
• ITSM Process Gaps and Inefficiencies: Identifies and addresses inefficiencies within ITSM processes, including gaps in incident, change, and problem management, to streamline workflows and improve response times and service quality. 
• Enterprise Monitoring and Disaster Recovery Challenges: Address issues related to 24x7x365 monitoring and disaster recovery by analyzing runbook gaps, optimizing monitoring coverage, and ensuring disaster recovery processes are robust and adaptable for rapid recovery.
• Stakeholder Escalations and Risk Management: Manages escalations and mitigates risks associated with IT services, proactively engaging with stakeholders to resolve critical issues, maintain service continuity, and align IT support with business needs.

Qualifications

• 10+ years of related experience in IT service delivery, IT operations, or IT Service Management.
• University degree in the field of computer science or information systems or equivalent experience
• Required: ITIL Foundation certification or equivalent experience with ITSM frameworks.
• Preferred: Advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Expert), Certified Information Systems Security Professional (CISSP), or Project Management Professional (PMP).
• Desired: Familiarity with ServiceNow or equivalent ITSM platforms and certifications related to IT service management

EEOC

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.