IT Service Delivery Manager

Public Storage•Plano, TX

3d•Hybrid

About The Position

The Manager, IT Service Delivery is responsible for leading and managing the IT Service Delivery team, including the Service Desk and PC Support (Tier 1) teams, as well as offshore resources providing similar services. This role ensures high-quality, consistent IT support across a large, distributed enterprise environment. The ideal candidate will have experience in enterprise IT operations and service delivery within complex organizations.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
7+ years of experience in IT service delivery, including at least 3 years in a leadership role.
Proven experience managing Service Desk and PC Support teams in large, distributed organizations.
Strong understanding of ITIL principles and service management frameworks.
Excellent communication, leadership, and stakeholder management skills.
Experience managing offshore resources and vendor relationships.

Nice To Haves

ITIL certification (Foundation or higher).
Experience with enterprise ticketing systems (e.g., ServiceNow).
Familiarity with KPI and SLA reporting tools.
Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

Lead and develop the IT Service Delivery team, including Service Desk and PC Support staff.
Manage offshore resources to ensure alignment with service standards and performance expectations.
Foster a culture of accountability, collaboration, and continuous improvement.
Oversee day-to-day IT support operations for corporate offices, properties, and kiosks.
Ensure timely resolution of incidents and requests in accordance with established SLAs.
Manage onboarding processes and property support activities.
Monitor and report on key SLAs, including:
PC replacements
Network downtime
Kiosk outages
Onboarding timelines
Property support responsiveness
Implement strategies to improve service performance and customer satisfaction.
Drive adherence to ITIL best practices for incident, request, and problem management.
Collaborate with other IT teams to ensure seamless service delivery across the enterprise.
Identify opportunities for automation and process optimization.
Manage relationships with offshore service providers and ensure compliance with contractual obligations.
Coordinate resource allocation and workload balancing between onshore and offshore teams.