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SalaryCompany Description
Work with Us. Change the World.
At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.
There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.
We're one global team driven by our common purpose to deliver a better world. Join us.
Job Description
AECOM seeks an IT Service Delivery Manager to join our Corporate IT team. The IT Service Delivery Manager will ensure that our customers’ needs and expectations are properly understood and translated into operational parameters. The role is expected to have knowledge and experience to function as a ‘trusted’ partner to the AECOM business.
This will be a hybrid position with a combination of in-office presence and virtual / telecommute work, and will be based in Dallas or Houston, TX.
Tasks and Responsibilities:
+ Own the IT Service Delivery Functions within the America regions.
+ Provide day-to-day operational oversight for the regions.
+ Manage the AECOM executive IT support team.
+ Partner with regional Business Relationship Managers to understand regional issues and challenges and provide updates on projects and improvement initiatives.
+ Manage escalations within the region.
+ Support ongoing and new projects.
+ Ensure current ITSM processes are being followed.
+ Ensure proper recording, documentation, and closure of tickets.
+ Work closely with AECOM’s managed service provider to ensure a high level of service is being provided.
+ Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives.
+ Drive standardised processes across the region.
+ Provide on-call support as part of the Major Incident Management process.
+ Document and communicate processes, procedures, and standards.
+ Ensure knowledge articles, training and how-to documents are created.
+ Track regional Ticket Data and provide updates within the Region.
+ Collaborate and contribute to the broader IT goals.
+ Identify opportunities for improving Service Delivery.
+ Drive automation where possible.
Qualifications
Minimum Requirements
+ BA/BS plus at least 8 years of relevant experience including IT Service Delivery and ITSM Process management, or demonstrated equivalency of experience and/or education.
+ In-depth knowledge of escalation procedures, incident, problem, request management, and other disciplines related to Service Delivery.
+ A passion for Service Improvement
+ Demonstrated ability to identify, measure, and adapt key performance indicators to identify opportunities for continuous operational and strategic improvement.
+ Experience dealing with complex IT operational issues and coordinating cross-functional teams for root cause analysis and resolution.
+ Experience working with internal IT delivery teams and external IT service providers.
+ Understanding of technologies and infrastructure
+ Experience with reporting and reporting tools.
+ Ability to manage multiple conflicting priorities and deadlines.
+ Willingness to support and mentor junior staff.
Preferred Qualifications
+ Strong organisational skills
+ Exceptional customer-facing skills
+ Experience working in a cross-border role.
+ Experience working in an engineering/infrastructure consulting environment as well as experience working with engineering/infrastructure applications.
+ Degree in IT, engineering, business, or other relevant discipline
+ Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies.
Additional Information
+ Relocation assistance is not available for this position.
+ Sponsorship for US work authorization is not available for this position, now or in the future.
_Offered rate of compensation (TX locations only) will be based on individual education, qualifications, experience, and work location. The salary range for this position is $100,000 - $150,000._
_AECOM is proud to offer a comprehensive benefits program to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, U.S and global well-being programs, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan._
About AECOM
AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.
Freedom to Grow in a World of Opportunity
You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.
You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.
AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.
Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.
All your information will be kept confidential according to EEO guidelines.
ReqID: J10105522
Business Line: Corporate
Business Group: Corporate
Strategic Business Unit: Information Technology
Career Area: Information Technology
Work Location Model: Hybrid
