Job Description

AECOM seeks an IT Service Delivery Specialist to join our Corporate IT team. The IT Service Delivery Specialist will ensure our customers’ needs and expectations are properly understood. This role reports to the AMER Regional IT Service Delivery Manager. The role is expected to have the knowledge and experience to function as a trusted partner to the AECOM business.

This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based in either Dallas or Houston, TX.

Tasks and Responsibilities:

• Take direction from the AMER IT Service Delivery Manager
• Provide day-to-day IT Service Delivery oversight for assigned region (US East or West) including corresponding time zone work hours as needed
• Partner with regional Business Relationship Manager
  • Understand regional issues and challenges.
  • Provide updates on projects and improvement initiatives.
  • Ensure IT audits are logged and completed.
• Report back on regional issues and challenges to their manager.
• Manage escalations within the region.
• Support ongoing and new projects.
• Ensure current ITSM processes are being followed.
• Ensure IT asset management processes are being followed.
• Ensure proper recording, documentation, and closure of tickets.
• Work closely with AECOM’s managed service provider to ensure a high level of service is being provided.
• Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives.
• Drive standardised processes across the region.
• Provide on-call support as part of the Major Incident Management process.
• Document and communicate processes, procedures, and standards.
• Ensure knowledge articles, training and how-to documents are created.
• Track regional Ticket Data and provide updates within the Region.
• Collaborate and contribute to the broader IT goals.
• Identify opportunities for improvement within the region.
• Drive automation where possible.

Qualifications

Minimum Requirements

• BA/BS plus at least 4 years of relevant experience in IT Service Delivery and ITSM Process management or demonstrated experience and/or education equivalency.
• Incident response experience
• In-depth knowledge of the ITSM process.
• A passion for Service Improvement
• Exceptional customer-facing skills
• Experience working with internal IT delivery teams and external IT service providers.
• Understanding of technologies and infrastructure
• Experience with reporting and reporting tools.
• Ability to manage multiple conflicting priorities and deadlines.
• Strong organizational skills
• Willingness to support and mentor junior staff.

Preferred Qualifications

• Experience with Service Now is strongly preferred
• Experience with Nexthink
• Experience with Windows 11 system
• Experience working with a similarly large, global/cross-border team.
• Experience working in an engineering/infrastructure consulting environment and/or with engineering/infrastructure applications
• Degree in IT, engineering, business, or similar
• Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies
• Ability to communicate effectively through various levels of the organization including Sr. Leadership

Additional Information

• Relocation assistance is not available for this position
• Sponsorship for US work authorization is not available for this position, now or in the future

About AECOM

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options , well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at aecom.com.

What makes AECOM a great place to work

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity.

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.