Job Information
Xylem IT Service Delivery Manager in Houston, Texas
Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
We’re Hiring for an IT Service Delivery Manager!
If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark (https://www.xylem.com/en-us/watermark/) !
The Role : Xylem seeks to hire an IT Service Delivery Manager I to join our team. This position can be based out of one of our facilities in either Morton Grove, IL, Houston, TX, or Colorado Springs, CO.
Job Summary :
Provide technical support to the organization's internal users of computer applications, hardware, and network (e.g., PCs, servers, mainframes). Deploy end point hardware and software products and services. Answer questions regarding system procedures, online transactions, systems status. Collaborate with other teams within IT to restore service and/or identify problems. Follow all ITSM processes to ensure timely resolution of incidents and fulfillment of requests.
Supervise and manage a team of IT Service Delivery Technicians (SD2) for assigned locations within a region. Responsible for providing level 2 desk-side support services and remote assistance to solve IT end user issues to include any hardware, software and connectivity issues or related assets. Address on-boarding and off-boarding requests, hardware purchasing, user account set up, IT maintenance requests, and assist other support teams with networking, messaging, server, and applications related issues. Follow established procedures to monitor service desk ticketing system and maintain it by documenting issue resolution processes. Participate in various projects as assigned by the Director of Enterprise IT Service Management.
Essential Functions and Major Activities :
Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, servers, computers, operating systems, and associated hardware.
25% travel within US and Canada
Develop business case justifications and cost/benefit analysis for IT spending and initiatives.
Practice asset management for IT hardware, software, and equipment in accordance with ITAM policies.
Analyze existing operations and make recommendations for the improvement and growth of the Service Delivery roles.
Participate in and lead IT projects ensuring efficient utilization of SD2 resources and equipment across the region.
Conduct regular team meetings maintaining reports and documentation related to regional responsibilities.
Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
Act as mentor and coach for the team; provide timely feedback and conduct all CPG activities for and with the team.
Assist in the provisioning of end-user services, including help desk and technical support services.
Monitor the Service Desk ticketing system and provide assistance within SLAs to customers with incidents, events, problems, requests, and projects.
Deploy computers, printers, multifunction devices, scanners, faxes, VoIP phones and mobile devices.
Manage all computers, operating systems, and software required by end-users.
Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
Manage end user accounts, permissions and access rights in accordance with best practices regarding privacy, security, and regulatory compliance.
Anticipate, mitigate, identify, troubleshoot and resolve hardware and software problems with computers, input/output fleet, voice and video equipment. Escalate incidents as necessary.
Participate in Critical Incident Management process and conduct Root Cause Analysis as needed.
Analyze the performance of the supported devices, identify and report common issues to the appropriate support groups.
Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
Provide IT services for end users including visitors within the assigned region.
Assist with resolving security related issues.
Exchange information and knowledge related to IT services with other members of the global support team.
Ensure the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
Practice asset management as per documented processes.
Support application development teams throughout project lifecycles.
Perform other duties and special projects as needed.
Manage all IT hardware in Xylem’s manufacturing and distribution sites.
Maintain a heightened level of operations with an increased sense of urgency for any 24/7 Manufacturing environment.
Within Vendor Relationship Management procedures, act as primary contact for all IT maintenance contracts in support of the Production environment.
Education and Experience :
Bachelor’s Degree in MIS, CS or relevant concentration, with 4-5 years of relevant experience; or a Graduate Degree (Masters) in MIS or CS preferred, or relevant concentration, with 2-3 year of relevant experience; or relevant and equivalent business or IT experience of minimum of 4-5 years.
ITIL knowledge and certification is preferred.
Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, M365 including Office Pro, Cisco VoIP and Networking, mobile communications, ServiceNow Ticketing system, etc.
Direct supervision of technical resources and management of virtual staff.
Hands-on software and hardware troubleshooting experience.
Knowledge of applicable data privacy practices and laws.
Experience working within a team-oriented, collaborative environment.
Network + or A+, Microsoft or Cisco certifications would be an asset.
Key Competencies :
Business Focused Delivery: Identifies the underlying need behind business requests and designs solutions of the appropriate size and scope within the context of his/her discipline’s guidelines.
Provides insight into how the existing technology within his/her area of responsibility can improve processes to maximize business value.
Continuous Improvement: Leverages useful practices from elsewhere in the organization and applies them across his/her own group. Encourages and engages others to improve: sets continuous improvement expectations and recognizes milestones and accomplishments of others, ensuring improvements are sustained.
Inspiring Accountability: Communicates with candor and conviction: takes a point of view, “speaks up” especially when not in agreement. Accepts responsibility for his/her own actions, results, and subsequent learning. Aligns words with action: follows through on commitments, and openly and proactively communicates when commitments will not be met.
Planning & Prioritizing Work: Identifies opportunities to achieve scale and efficiency with automation opportunities. Prioritizes complex work appropriately based on dependencies, technology context, and the impact to the business.
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is generally conducted in an office environment.
Regularly required to sit, stand, walk and reach with hands and arms.
Frequently required to communicate orally.
Ability to use hands and fingers dexterously to operate office equipment.
Vision abilities required by this job include close vision.
Will require travel to project sites.
Work may require lifting less than 50 lbs.
Employee use of personal protective equipment (PPE) may be required in certain situations.
Employee must comply with all local regulations and published Company work rules as well as written instructions.
Work Environment :
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Office: Florescent lighting, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise
Shop: In locations with a factory or shop floor, exposure to factory/shop and machinery.
Travel: 25%
SALARY
The estimated salary range at this professional level is $115,000 to $135,000 plus bonus. Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, Wellness programs, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.
At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG). Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.
Join the global Xylem team today! (http://www.xylem.com/) Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.
Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position. Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship. Xylem reserves the right to modify this job description or assign other duties to this position as needed.
Salary range:
$0.00 - $0.00
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation