IT Service Delivery Manager
The IT Service Delivery Manager at Public Storage is responsible for leading and managing the IT Service Delivery team, including the Service Desk and PC Support (Tier 1) teams, as well as offshore resources providing similar services. This role ensures high-quality, consistent IT support across a large, distributed enterprise environment. The ideal candidate will have experience in enterprise IT operations and service delivery within complex organizations.
Key responsibilities include leading and developing the IT Service Delivery team, managing offshore resources to ensure alignment with service standards, and fostering a culture of accountability and continuous improvement. The manager will oversee day-to-day IT support operations for corporate offices, properties, and kiosks, ensuring timely resolution of incidents and requests in accordance with established SLAs. Additionally, the role involves managing onboarding processes and property support activities, monitoring and reporting on key SLAs, and implementing strategies to improve service performance and customer satisfaction.
The position requires a bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience. Candidates should have at least 7 years of experience in IT service delivery, including a minimum of 3 years in a leadership role. Proven experience managing Service Desk and PC Support teams in large, distributed organizations is essential. A strong understanding of ITIL principles and service management frameworks, excellent communication and leadership skills, and experience managing offshore resources and vendor relationships are also required.
Public Storage offers a collaborative work environment with a focus on in-person collaboration, expecting teammates to work in the office five days each week with the option to take up to three flexible remote days per month. The company is recognized as a Great Place to Work, with employees voting it as having Best Career Growth, ranking in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion. As a member of the S&P 500 and FT Global 500, Public Storage provides ample opportunities for professional growth and development.