Okay, I've searched for Service Delivery Manager roles in Orlando, FL within the IT industry, requiring over 3 years of experience and strong customer service skills, especially in application support. I found 82 positions that match your criteria.

Sure. Here's the analysis:

Job Analysis:

The Service Delivery Manager - Application role at Hilton Grand Vacations is fundamentally focused on ensuring effective and efficient IT services and systems support, specifically aimed at maintaining high customer satisfaction levels. This role encompasses supervising the Application Support Team, which is critical for the seamless functionality of enterprise applications. The key responsibilities include incident prioritization, managing end-user requests, and enhancing operational quality through standardized practices. A successful candidate will likely face challenges in balancing technical troubleshooting with strong customer communication, especially during high-pressure situations like critical incidents. Furthermore, the role demands a proactive approach to problem-solving and a desire to continuously improve service delivery processes based on analytics and feedback. Ultimately, success in this role would be demonstrated by meeting or exceeding established service level agreement (SLA) metrics, minimizing downtime, and enhancing the overall user experience through effective operational oversight and team performance management.

Company Analysis:

Hilton Grand Vacations operates as a prominent player in the vacation ownership sector, setting itself apart through a commitment to quality and customer satisfaction. This organization’s culture fosters growth, innovation, and a people-first approach, emphasizing employee well-being and job satisfaction, as demonstrated by their various employee benefits and focus on work-life balance. The Service Delivery Manager role is positioned within this context as a leadership role responsible for driving team performance and operational excellence. Given that the company actively seeks to enhance customer service through technology, this role requires high visibility with both peers and upper management, suggesting that an effective leader would have significant influence over service delivery outcomes. Furthermore, the alignment of this position with the company's overarching goals—creating memorable travel experiences and ensuring smooth operations—places substantial emphasis on teamwork, leadership, and strategic problem-solving, indicating that an ideal candidate should thrive in a collaborative environment while embodying the organization’s core values.

Absolutely. Here are some mock interview questions that could come up:

• Tell me about a time when you had to troubleshoot a high-stakes IT issue. What was the situation, and what steps did you take to resolve it?
• How do you prioritize and manage multiple incidents at once, especially under pressure?
• Describe a situation where you had to explain a complex technical concept to someone without a technical background. How did you approach it?
• Can you share an example of how you have driven process improvement within a service delivery team?
• What strategies do you employ to ensure your team's performance meets SLA expectations?
• How would you approach managing a critical incident that is affecting multiple users? What steps would you take?
• Discuss your experience with ITIL principles and how they guide your service delivery management decisions.
• Imagine you receive feedback that a certain application is consistently causing user frustration. How would you address this issue within your team?
• Why are you interested in working for Hilton Grand Vacations specifically, and how do its values align with your professional ethos?
• How do you stay up-to-date with industry trends and best practices in IT service management?
• What do you believe is the most essential quality for a Service Delivery Manager, and how do you embody that quality?
• If you could ask about any current initiatives within the IT department at Hilton Grand Vacations, what would that be?
• How do you envision contributing to the growth and innovation of Hilton Grand Vacations through your role?