Leads IT service delivery for a 24x7 marine container terminal. The role coordinates internal teams and technology vendors, manages service-management queues and incidents, and oversees software testing, releases, and support for critical terminal systems while aligning technology priorities with operational needs.
Responsibilities
- Direct daily IT service delivery in a 24x7 terminal environment.
- Prioritize and coordinate incident and service-request resolution based on business impact.
- Oversee managed service providers, onsite support personnel, vendors, and service-level performance.
- Manage JIRA Service Management queues and initiate root-cause analysis for recurring incidents.
- Coordinate software testing, deployments, post-implementation validation, and rollback planning.
- Communicate technology priorities and operational impacts with business departments and stakeholders.
Required Skills
- IT service delivery management
- IT incident management
- JIRA Service Management
- Vendor management
- Managed service provider oversight
- Service-level monitoring
- Problem management
- Root-cause analysis
- Software testing
- Software release and deployment coordination