OMNOVA Solutions Inc.

Global IT Service Delivery Manager

4 weeks ago(11/22/2017 10:46 AM)
Job ID
Information Technology (IT)

Who is OMNOVA Solutions?

OMNOVA Solutions is a specialty chemicals and functional surfaces company, whose technologies enhance the performance of a wide variety of well-known products across the globe. We are proud to offer "The Science in Better Brands."

What are we looking for?

The Global IT Service Delivery Manager will be responsible for providing support and management to the Service Desk Team in our pursuit of operational excellence. You will be instrumental in the motivation and growth of the Service Desk’s capabilities while cultivating the resources needed to pursue new value opportunities for the business. This position will have overall responsibility and accountability for Global Service Desk operations to ensure effective support of the global internal customer to ensure timely and effective resolutions.

Your tasks and responsibilities...

  • Responsible for supervising/managing global Service Desk specialists.
  • Manages prioritization and resolution of issues.
  • Responsible for implementing and maintaining a global ticketing system to track issues, resolutions, spend, and other key metrics to ensure internal service levels are improving
  • Establishes, monitors and reports compliance with established SLAs.
  • Develops and maintains IT Service KPI’s globally.
  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
  • Creates and maintains quality indicators of the IT department's services for corrective actions and change activities.
  • Establishes and maintains a highly customer focused Service Desk culture.
  • Participates in the On-Call Incident team rotation.
  • Maintains a central source of information enabling Service Desk staff and network technicians to recover outages with minimum disruption to meet expected service levels.
  • Creates global capability for effective management of service calls, problem reporting, problem research, problem diagnosis, and problem resolution including the updating the service log.
  • Leads all strategic supervision of the IT Service Desk programs.
  • Establishes and maintains escalation procedures to ensure no time is lost bringing tickets to resolution.
  • Communicates with the business when issues are escalated and impacting multiple users, sites, regions, or processes.
  • Manages external vendors and contractors to resolve escalated issues.
  • Improve usage of Service Desk resources and increase productivity of the team.
  • Perform periodic client follow-ups to verify final resolution and determine satisfaction level.
  • Provide leadership, supervision, and daily guidance to Support Desk staff.
  • Leads process and budgeting for IT asset inventory management.
  • Identifies area for improvement, develops improvement program and monitors the implementation to increase process efficiency
  • Prepares, monitors, and controls the annual department budget to ensure expenditure is in line with the business plan

Who you are...

  • Bachelor's degree required in IT, Management Information Systems, Business Administration or related field
  • More than eight years of experience in IT; specifically 3-5 years managing a Global Service Delivery team
  • Excellent communication skills
  • Excellent project management, organization, and team collaboration skills
  • Excellent facilitation, collaboration, negotiation, and presentation skills
  • Ability to anticipate risks and develop proactive solutions
  • Strong team leadership skills
  • Working knowledge of global service delivery modules and processes and standard Service Delivery metrics/KPIs

Preferred Qualification

  • Project Management Professional Certification
  • Lean Six-Sigma
  • Previous managerial experience in Manufacturing/Chemicals organization


Working Requirements

  • Full time, Monday through Friday with accessibility to provide emergency support during off-hours as needed. Must be able to travel 10-20% of the time domestically or internationally as requested.


The science of better careers. Come formulate yours.

Bring your ingredients for success and together we’ll create a unique plan for your development and career growth. We recognize that without our talented employees and their passion and curiosity (which really are the backbone of our organization), we would not be where we are today. Click here to learn more about why you should join OMNOVA.


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