Service Delivery Manager (Remote - US)

Ansys is the global leader in engineering simulation, helping the world's most innovative companies deliver radically better products to their customers. By offering the best and broadest portfolio of engineering simulation software, Ansys helps companies solve the most complex design challenges and engineer products limited only by imagination.

Summary / Role Purpose

The primary responsibility of the Service Delivery Manager role is to drive adoption and maturity of IT Service Management (ITSM) and IT Infrastructure Library (ITIL) processes primarily within the Infrastructure and Operations department, but also across all Information Technology teams (Business Applications and Cybersecurity). 

Key Duties and Responsibilities

• Perform the duties listed below for the following ITSM/ITIL processes:
  • Incident Management
  • Critical Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Business Resiliency (through coordination with the Business Resiliency team)
• Define and document the processes, procedures, standards and best practices.
• Provide training, guidance, and organizational change management to operational teams on execution of the processes and implementation of new processes/procedures.
• Monitor and measure performance of the processes.
  • Measure adherence to processes.
  • Define and measure success of the processes achieving business value.
  • Define and update metrics.
• Through input of all involved stakeholders (customers, operational teams, leadership), implement continuous improvements to the processes.
• Run the Change Advisory Board meeting and report on the results of the meeting to interested stakeholders.

Minimum Education/Certification Requirements and Experience

• Bachelor’s Degree in Information Technology or related field, or equivalent work experience
• 10 or more years of technology industry experience
• 5 or more years of ITIL experience
• Current ITIL Certification
  • V3/V4 Intermediate ITIL Certification(s)
• Demonstrated ability to influence high performing teams not under direct management
• Experience with implementation of ITSM software platforms to support ITIL processes

Preferred Qualifications and Skills

• Experience with ServiceNow
• Experience with Microsoft 365 and Office 365
• Six Sigma, SRE, or other quality process certification or experience
• Ability to coach, mentor and train for optimal performance and growth across globally distributed teams
• Strong verbal, written, and presentation communication skills

CULTURE AND VALUES
Culture and values are incredibly important to Ansys. They inform us of who we are, of how we act. Values aren't posters hanging on a wall or about trite or glib slogans. They aren't about rules and regulations. They can't just be handed down the organization. They are shared beliefs – guideposts that we all follow when we're facing a challenge or a decision. Our values tell us how we live our lives; how we approach our jobs. Our values are crucial for fostering a culture of winning for our company:

• Customer focus
• Results and Accountability
• Innovation
• Transparency and Integrity
• Mastery
• Inclusiveness
• Sense of urgency
• Collaboration and Teamwork

 WORKING AT ANSYS
At Ansys, you will find yourself among the sharpest minds and most visionary of leaders, collectively aiming to change the world with innovative technology and remarkable solutions.  With the prestigious reputation in servicing well-known, world-class companies, standards at Ansys are high, met by those willing to rise to the occasion and meet those challenges head-on.  Because at Ansys, it’s about the learning, the discovery and the collaboration.  It’s about the “what’s next” as much as the “mission accomplished”.  It’s about the melding of disciplined intellect with strategic direction and results that have, can and will impact real people in real ways, forged within a working environment built on respect, autonomy and ethics.
 
At Ansys, you will find yourself among those eager to drive the world towards the next best thing with hands planted firmly on the wheel.
Our team is passionate about pushing the limits of world-class simulation technology so our customers can turn their design concepts into successful, innovative products faster and at lower cost.  As a measure of our success in attaining these goals, Ansys has been recognized as one of the world's most innovative companies by prestigious publications such as Bloomberg Businessweek and FORTUNE magazines.
 
Ansys is an S&P 500 company and a component of the NASDAQ-100.
 
For more information, please visit us at www.ansys.com
 
Ansys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.
 
Ansys does not accept unsolicited referrals for vacancies, and any unsolicited referral will become the property of Ansys.  Upon hire, no fee will be owed to the agency, person, or entity.