IT Service Delivery Manager

Kidde Global Solutions•Bradenton, FL

1d•Onsite

About The Position

The IT Service Delivery Manager is responsible for leading the effective, reliable, and high-quality delivery of IT services to internal employees, departments, and business functions. This role ensures that IT support (service desk, desktop, applications, infrastructure, cloud services, etc.) meets or exceeds agreed service levels, drives user satisfaction, supports business productivity, and aligns with organizational priorities. The position champions ITIL best practices, continual improvement, and proactive service management in an internal enterprise setting.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field
6+ years’ in IT service management or operations, with at least 3 years in a leadership/service delivery role within an internal/enterprise IT environment

Nice To Haves

Master’s degree
Certifications (strongly preferred): ITIL 4 Foundation (required); ITIL 4 Managing Professional or Strategic Leader modules highly desirable
Deep knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, Microsoft Service Manager, Ivanti, Freshservice)
Solid understanding of enterprise IT environments (hybrid cloud, on-prem infrastructure, Microsoft 365/Azure AD, endpoint management, collaboration tools)
Strong grasp of ITIL processes and how they apply internally (no heavy focus on commercial billing/profitability)
Exceptional communication and stakeholder management skills — able to translate technical issues into business impact for non-technical audiences
Analytical mindset with the ability to use data to drive decisions and improvements
Ability to manage conflicting priorities and maintain calm under pressure during incidents

Responsibilities

Oversee end-to-end delivery of internal IT services, including incident management, service requests, problem management, change management, and knowledge management
Define, monitor, and report on internal SLAs, KPIs, and performance metrics (e.g., first-contact resolution, ticket resolution time, system availability, employee CSAT/NPS scores, ticket backlog, major incident frequency)
Act as the primary escalation point for internal stakeholders (ELT, DLT , department heads, executive team) regarding IT service performance, issues, and improvements
Lead, mentor, and develop the internal service delivery team (service desk analysts, desktop support engineers, application support specialists, field technicians, etc.), including performance management, training, and resource planning
Drive continual service improvement (CSI) initiatives: analyze trends, conduct root cause analysis, implement preventive actions, and promote automation/self-service to reduce tickets and increase efficiency
Facilitate major incident management, post-incident reviews (PIRs), and problem management processes to minimize business impact and recurrence
Collaborate closely with internal teams (e.g., infrastructure, security, applications development, project management office) to ensure seamless service transitions, change implementation, and alignment with business projects/initiatives
Manage relationships with internal vendors/suppliers (e.g., software licensors, hardware providers, cloud vendors) and any co-sourced support partners; oversee contracts, performance, and cost efficiency where relevant
Contribute to capacity planning, availability management, IT continuity/disaster recovery planning, and security/compliance adherence (e.g., GDPR, ISO 27001, internal policies)
Prepare and present regular service review meetings, executive dashboards, trend reports, and value demonstrations showing how IT supports business outcomes
Promote a customer-centric culture within IT, focusing on employee experience (EX), proactive communication, and reducing friction in daily technology use