IT Service Delivery Manager
About The Position
The IT Service Delivery Manager oversees ongoing implementation of ITSM (EasyVista) modules and manages project plans, budgets, resources, and routine leadership updates. The role provides technical leadership for populating and maintaining a CMDB using disparate data sources, develops a roadmap for IT Service Delivery processes aligned with ITIL and COBIT governance practices, and monitors service delivery metrics and performance. The manager serves as incident manager for major incidents, leads cross-functional technical teams in resolving outages, and implements process and technical solutions to prevent recurrence. The role coordinates planned changes with customer service, change management, and operations; maintains relationships with third-party partners, IT, and client partners; communicates major outages and escalations; manages service teams; and supports delivery performance through SLA achievement, benchmarking, and implementation. The position requires availability for after-hours work as needed, including evenings, nights, weekends, and holidays, and participation in a rotational on-call schedule. On-call responsibilities include prompt response to urgent issues, critical situations, and system alerts, as well as troubleshooting and resolving technical problems such as system failures, security incidents, and application bugs. Compensation for on-call and after-hours work is provided in accordance with Civil Service requirements and company policies, including applicable overtime pay for non-exempt employees.
Requirements
- 8–10+ years of Information Technology experience in project management.
- 5+ years in a supervisor or management role overseeing IT technical teams.
- 3+ years of experience managing ITSM project implementations.
- Experience developing service delivery KPIs and performance metrics.
- Process engineering experience, such as Six Sigma or Lean, relevant to IT Service Delivery.
- Must possess a 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.
- Certified ITIL practitioner with experience developing and teaching teams in service delivery disciplines.
- Technical experience in systems integration, networking, server, and cloud infrastructure.
Responsibilities
- Manage ongoing implementation of ITSM (EasyVista) modules.
- Develop project plans and manage budgets and resources; 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 in alignment with ITIL and COBIT governance best practices.
- Serve as incident manager for major incidents and lead cross-functional technical teams in resolving outages.
- Implement process and technical solutions to prevent incident 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.
- Perform after-hours system changes, updates, and maintenance activities as needed.
- Participate in a rotational on-call schedule and respond promptly to urgent issues, critical situations, and system alerts.
- Identify, diagnose, and resolve technical problems, including system failures, security incidents, and application bugs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
