SL-4, #28826 

IT Service Delivery Manager (local title) 

Sr. Programmer / Analyst (budget title) 

SUNY Information Technology Exchange Center (ITEC)
Buffalo State College

The Information Technology Exchange Center (ITEC) is one of several special purpose organizations established by participating institutions to support multi-campus, computer-related, group activities targeted at improving the quality, quantity, and cost-effectiveness of campus-based and University-wide computer services.  In all, ITEC services over 50 campuses.

ITEC is soliciting applications for a Service Delivery Manager to manage and, in some cases, perform IT manages services for ITEC’s customers.  The following describes the responsibilities and qualifications associated with this position.

Essential Responsibilities:

The Service Delivery Manager is responsible for ensuring customer satisfaction and continuing to grow the relationship between ITEC and its customers.  This includes ensuring that ITEC’s service and project teams are achieving business objectives and delivering the highest quality services.  This position requires understanding individual customer organizations, identifying process improvements, and exploring opportunities for and supporting services beyond the core offerings within ITEC with regard to the customer organizations.  Assist in training of new staff.  Teach/present seminars and conduct workshops as needed through the SUNY Center for Professional Development or at SUNY technology conferences.   Analysts are responsible to respond to P1 Incidents (Emergency Incidents) occurring on and off hours in a timely fashion, adhere to ITEC’s security policies and procedures and participate in training, and must account for work effort performed by documenting in current ITSM tool by completing weekly timesheets. This position requires that the successful candidate be available to work various shifts to assist with providing 24 × 7 support.

Primary responsibilities include:

  • Serve as the ITEC liaison for campuses receiving ITEC’s managed services
  • Coordinate among multiple ITEC internal teams to ensure consistent and quality service delivery to our customers
  • Organize and run regularly scheduled meetings with the customers and participate in customer advisory board meetings as requested
  • Oversee ITEC’s support activities for services
  • Manage issues which may arise related to services
  • Perform duties related to the fulfillment of requests and resolution of incidents for the IT managed services delivered to a customer
  • Manage customer-focused and internal projects that support service delivery
  • Monitor service delivery, solicit feedback and customer satisfaction, and address any customer concerns relevant to the services at regular intervals
  • Participate in the formulation and maintenance of an appropriate Service Level Management (SLM) structure for service delivery
  • Participate in the planning, coordination, and implementation of IT services
  • Participate in the development and implementation of processes and controls within the services ITEC delivers
  • Ensure appropriate Service Level Agreements are in place for services and Service Level Objectives are being met
  • Report on service performance and achievements
  • Provide input to ITECManagement to align IT Service Management solutions to both ITEC’s and its customers’ business needs
  • Use ITEC service management software competently to interact with member campuses including, specifically, monitoring and answering support tickets
  • Design consistent service delivery processes with other Service Delivery Managers to provide consistent service delivery across all customers
  • Participate in Service Management process improvement activities to assure continual improvements and value creation for our customers
  • Assist in organizational change initiatives to make better use of ITEC services and resources while still providing quality service to our customers
  • Serve in a business relationship management role to help campuses understand other services that ITEC could provide
  • Promote a positive image of ITEC

Required Qualifications:

  1. Bachelor’s degree or equivalent work experience
  2. Demonstrated experience managing mission critical, client-facing IT services
  3. Demonstrated organizational, management, and leadership skills
  4. Demonstrated analytical and problem solving skills
  5. Excellent presentation, interpersonal, and written and communication skills
  6. Participation as a member of a project(s) using traditional or agile project management methodologies
  7. Available to work various shifts to assist with providing 24 × 7 support

Preferred Qualifications:

  1. Experience in higher education
  2. Experience with remote end-user support
  3. Experience with desktop support (Mac and Windows)
  4. Experience with printer administration and support
  5. Experience with network administration
  6. Experience with Windows server administration (printers, active directory, IIS, etc.)
  7. Experience with email administration
  8. Experience working on virtual teams, including the use of online collaboration tools
  9. Experience motivating colleagues / team members
  10. Experience with identify management / single sign on
  11. ITIL certification or training
  12. PMI certification or training in PMP, CAPM, or PMI-ACP

Application Procedures:

Buffalo State College and the SUNY Information Technology Exchange Center (ITEC) offer an excellent and challenging working environment with good fringe benefits. Salary range is $57,846 – $110,591. Salary will be commensurate with experience and skills.  This position is open until filled.

Apply on-line at:

Buffalo State is an affirmative action/equal opportunity employer and committed to respect for diversity and individual differences.