It Service Delivery Manager

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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