IT Service Delivery Manager
About The Position
The IT Service Delivery Manager oversees ongoing implementation of ITSM (EasyVista) modules and leads IT service delivery processes in alignment with ITIL and COBIT governance practices. The role develops project plans, manages budgets and resources, provides leadership status updates, and leads technical work to populate and sustain a CMDB using disparate data sources. The position monitors service delivery metrics and performance, coordinates planned changes with customer service, change management, and operations, maintains relationships with third-party partners and internal and client partners, and communicates major outages and escalations. It manages service teams and ensures delivery performance through SLA benchmarking and implementation. The manager also serves as incident manager for major incidents, coordinating cross-functional teams to resolve outages and implement measures to prevent recurrence. The position requires after-hours availability as needed for system changes, updates, and maintenance, as well as participation in a rotational on-call schedule that includes evenings, nights, weekends, and holidays. On-call responsibilities include prompt response to urgent issues and troubleshooting and resolving technical problems such as system failures, security incidents, and application bugs. Compensation for on-call and after-hours work follows Civil Service requirements and company policies, including applicable overtime for non-exempt employees.
Requirements
- 8–10 or more years of information technology experience in project management.
- 5 or more years in a supervisor or management role overseeing IT technical teams.
- 3 or more years managing ITSM project implementations.
- Experience developing service delivery KPIs and performance metrics.
- Process engineering experience, such as Six Sigma or Lean, relating to IT service delivery.
- Certified ITIL practitioner with experience developing or teaching teams in service delivery disciplines.
- Technical experience in systems integration, networking, server infrastructure, and cloud infrastructure.
- Valid driver's license issued by the state in which the employee resides.
- Must pass a Non-D.O.T. drug test.
Nice To Haves
- Bachelor's degree in Information Systems, Computer Science, or Information Technology, or 5 years in service delivery management and/or IT process improvement.
Responsibilities
- Manage ongoing implementation of ITSM (EasyVista) modules.
- Develop project plans, manage budgets and resources, and provide routine status updates to leadership.
- Provide technical leadership for populating and sustaining a CMDB from disparate data sources.
- Develop a roadmap and lead IT service delivery processes aligned with ITIL and COBIT governance best practices.
- Serve as incident manager for major incidents and lead cross-functional technical teams in resolving outages and preventing recurrence.
- Monitor and report service delivery metrics and overall performance.
- Coordinate planned changes with customer service, change management, and operations.
- Maintain relationships with third-party partners, IT, and client partners.
- Communicate major service outages and escalations.
- Manage service teams to ensure delivery performance.
- Ensure service delivery through SLA achievement benchmarking and implementation.
- Work after regular business hours as needed for system changes, updates, and maintenance.
- Participate in a rotational on-call schedule, respond promptly to urgent issues, and troubleshoot and resolve technical problems.
Benefits
- Compensation for on-call hours and after-hours work in accordance with Civil Service requirements and company policies, including applicable overtime pay for non-exempt employees.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
