IT Service Delivery Manager

Cynet Systems•Rosemead, CA

About The Position

The IT Service Delivery Manager is a vendor governance and service management role focused on oversight of managed service provider and vendor performance, contract governance, service delivery management, risk and compliance management, operational health reporting, and coordination between the business and vendors. The role applies expertise in IT outsourcing management and supports service delivery across outsourced services such as help desk and data center operations. The position also manages short- to mid-term projects, supporting project execution and outcomes while exercising independent judgment, advising on courses of action, and providing recommendations on project scope and strategy. It addresses atypical challenges using ingenuity and resourcefulness and contributes to processes, standards, and operational plans.

Requirements

Minimum 1–3 years of relevant experience.
Program and project management skills.
Strong communication skills.
Robust problem-solving abilities.

Nice To Haves

Bachelor's degree in Business, Management, Engineering, or a related field, or an equivalent combination of education, training, and experience.
Basic systems analyst experience with SAP IS-U (Industry Solution for Utilities).
Basic knowledge of SAP IS-U.

Responsibilities

Develop and implement IT outsourcing policies, standards, and procedures aligned with IT strategy.
Administer contracts for outsourced services in partnership with Procurement and Legal.
Analyze and report on vendor performance.
Manage vendor relationships and ensure vendors meet business and contractual requirements.
Oversee service delivery governance and contract compliance.
Facilitate resolution of operational and application service issues with vendors.
Identify risks associated with outsourced services and establish appropriate controls.
Report operational health and service performance to business and IT leadership.
Manage short- to mid-term projects, including responsibility for costs, methods, and outcomes.
Support project execution, including objectives, timelines, risks, milestones, deliverables, and budgets.
Help drive successful project outcomes.
Exercise independent judgment and advise on courses of action.
Negotiate resolutions to operational and vendor issues.
Provide recommendations on project scope and strategy.
Contribute to new processes, standards, and operational plans.
Identify problems and develop effective solutions.