INFORMATION TECHNOLOGY SERVICE DELIVERY MANAGER - REMOTE

A.C. Coy • Pittsburgh, PA

2d • Remote

About The Position

The A.C.Coy company has an immediate opening for an IT Service Management Delivery Manager. This role leads the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations. It provides governance and operational oversight of a managed service provider, resolves escalated service management issues, and supports Service Desk transformation initiatives, including automation and AI-driven solutions. The manager champions the end-user and customer experience, identifies operational improvements, and serves as a strategic liaison between business stakeholders, IT leadership, and service delivery teams.

The position is remote and listed as full-time / contract. Work authorization is required; sponsorship is not available.

Requirements

• At least 5 years of ServiceDesk management experience for a global organization.
• At least 5 years of ServiceNow platform experience, specifically ITSM/ITAM.
• At least 5 years of project management experience.
• At least 5 years of ServiceDesk oversight of a managed service provider.
• Bachelor's degree or equivalent work experience.
• Work authorization required; no sponsorship available.

Responsibilities

• Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations.
• Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality, and compliance with established standards and SLAs.
• Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams to drive effective outcomes.
• Direct and support Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and providing guidance to project managers responsible for execution.
• Champion the end-user and customer experience by addressing service concerns, managing VIP and executive escalations, and ensuring Service Desk interactions meet expectations for responsiveness and quality.
• Identify operational bottlenecks and implement process improvements to enhance service efficiency, customer satisfaction, and overall Service Desk performance.
• Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams to ensure services align with organizational priorities and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager