IT Service Delivery Manager
About The Position
As a Service Delivery Manager, you will lead and optimize IT service desk operations for a key client engagement in Austin, Texas. We are seeking an experienced Service Delivery Manager to lead and optimize IT service desk operations for a key client engagement. This is a hybrid role requiring 40% onsite presence at our client's location in Austin, TX. The ideal candidate is a proven service delivery leader with deep service desk roots, a passion for continuous improvement, and the ability to build strong client relationships while driving team performance. This position is full-time and hybrid (Austin, TX). Only work authorizations not requiring sponsorship now or in the future will be considered.
Requirements
- 5+ years of experience in IT service desk or end-user support operations
- 2+ years in a Service Delivery Management, Operations Manager, or Team Lead role
- Experience supporting public sector or enterprise clients
- Experience with contact center platforms (Talkdesk, Genesys, or similar)
- Demonstrated ability to manage client relationships in a managed services or outsourced IT environment
- Strong working knowledge of ITSM frameworks (ITIL v3 or v4 preferred)
- Experience with ticketing and ITSM platforms — ServiceNow experience strongly preferred
- Proven track record of driving measurable improvements in FLR, CSAT, or SLA performance
- Excellent communication, presentation, and stakeholder management skills
- Must be local to and able to work onsite 40% of the time in Austin, TX metro area
Nice To Haves
- ITIL Foundation certification (or higher)
- Familiarity with AI-driven service desk tools, virtual agents, or automation technologies
- HDI Support Center Manager (HDI-SCM) or similar certification
Responsibilities
- Serve as the primary point of contact for service delivery, owning the day-to-day operational health of the IT service desk
- Build and maintain strong client relationships, ensuring service levels, KPIs, and contractual obligations are consistently met or exceeded
- Lead, coach, and develop a team of service desk analysts and team leads, fostering a culture of accountability and continuous improvement
- Monitor and analyze performance metrics (FLR, AHT, CSAT, SLA/SLO compliance) and drive corrective action where needed
- Partner with internal stakeholders and client leadership on escalation management, capacity planning, and service improvement initiatives
- Champion shift-left strategies and self-service adoption to reduce ticket volume and improve end-user experience
- Oversee incident management processes, ensuring timely resolution and clear communication during major incidents
- Support workforce management, scheduling, and staffing decisions to meet volume demands and service targets
- Collaborate with the ITSM Center of Excellence to align on platform governance, ServiceNow workflows, and reporting standards
- Contribute to business reviews, reporting, and executive-level presentations on service performance
Benefits
- medical, dental, and vision insurance
- 401k retirement account access
- paid time off
- paid sick leave
- other paid time off as provided by applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
