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.

THE ROLE: The IT Service Delivery Team Lead is responsible for overseeing the day-to-day operations of the IT service delivery team, ensuring that high-quality technical support and services are provided to internal users. This role involves mentoring team members, managing service requests, and troubleshooting issues to ensure seamless IT operations. The Team Lead focuses on building relationships, understanding the holistic needs of the business, and fostering a culture of continuous improvement within the team.

CORE RESPONSIBILITIES:

• Team Leadership: Lead, mentor, and develop the IT service delivery team, fostering a collaborative and supportive work environment.
• Service Management: Manage and monitor the Help Desk ticketing system (e.g., ServiceNow), ensuring timely and effective resolution of incidents, service requests, and problems.
• Technical Support: Provide advanced technical support to team members and internal users, resolving complex issues related to computer applications, hardware, and network systems.
• Process Improvement: Identify opportunities for improving service delivery processes and workflows, implementing best practices to enhance efficiency and effectiveness.
• Performance Monitoring: Track and report on key performance indicators (KPIs) related to IT service delivery, using data to drive improvements and ensure high service levels.
• Stakeholder Communication: Build and maintain strong relationships with internal stakeholders, understanding their needs and ensuring IT services meet their expectations.
• Resource Allocation: Allocate resources effectively to ensure the IT service delivery team can handle the volume and complexity of service requests and incidents.
• Project Coordination: Assist with coordinating and managing IT service delivery projects, ensuring they are completed on time and within scope.
• Security and Compliance: Ensure compliance with data privacy regulations, security standards, and corporate policies in all IT service delivery activities.
• Knowledge Sharing: Promote knowledge sharing within the team, ensuring that all team members are up-to-date with the latest technologies, tools, and best practices.
• Continuous Improvement: Foster a culture of continuous improvement, encouraging team members to identify and implement ways to enhance service delivery.
• Risk Management: Identify potential risks to IT service delivery and develop strategies to mitigate their impact.

QUALIFICATIONS:

• Education & Experience: Bachelor’s Degree in MIS, Computer Science, or a relevant concentration preferred, with 4+ years of experience in IT service delivery, including 1-2 years in a leadership or supervisory role; or an equivalent combination of education and experience.
• Certifications: ITIL Foundation certification required; advanced ITIL certifications (e.g., ITIL Practitioner) are a plus.
• Technical Knowledge: Strong knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.
• Leadership Skills: Proven experience in leading and managing a team, with strong interpersonal and communication skills.
  · Troubleshooting Skills: Advanced hands-on troubleshooting experience with software and hardware.
• Customer Focus: Demonstrated ability to build and maintain strong relationships with internal customers, ensuring a high level of customer satisfaction.
• Process Orientation: Understanding of IT service management processes and best practices, with a focus on continuous improvement.
• Business Acumen: Ability to understand the business context and align IT service delivery with organizational goals.
• Change Management: Experience in managing and implementing change within an IT service delivery environment, engaging stakeholders and driving buy-in.
• Project Management: Basic project management skills, with the ability to assist in managing multiple projects simultaneously.
  Physical Demands:
• Mobility: Regularly required to sit or stand, reach, bend, and move about the facility.
• Lifting: Must occasionally lift/transport up to 25 pounds.
• Vision: Vision abilities required by this job include close vision.

DAY IN THE LIFE: In this role, you will work primarily in an office setting and the physical demands may include but not limited to light lifting up to 25 lbs. In locations with a factory or shop floor, exposure to factory/shop environments and machinery. In addition, this role will require travel up to 15%.

Xylem does not provide visa sponsorship for this position

Job postings will include a wide salary range, with each role's pay falling within that range. The starting salary is based on factors such as skills, experience, location, and market conditions.

Salary range:

$70,500.00 - $126,500.00

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.