Information Technology Service Delivery Manager - Remote

A.C. Coy • Pittsburgh, PA

1d • Remote

About The Position

The IT Service Management Delivery Manager leads the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations. The role provides governance and operational oversight of a Managed Service Provider (MSP), monitoring performance, service quality, and compliance with established standards and SLAs.

The manager resolves escalated service management issues that extend beyond standard Service Desk capabilities and coordinates cross-functional teams to achieve effective outcomes. The position also supports Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and guiding project managers responsible for execution.

The role champions end-user and customer experience, including addressing service concerns and managing VIP and executive escalations. It identifies operational bottlenecks, implements process improvements, and serves as a strategic liaison among business stakeholders, IT leadership, and service delivery teams to ensure services align with organizational priorities and business needs. The position is remote and limited to candidates in the CST or EST time zones. The posting describes the job as full-time/contract and states that sponsorship is not available.

Requirements

• At least 5 years of Service Desk 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 Service Desk oversight of a managed service provider.
• Bachelor's degree or equivalent work experience.
• Candidates must be in the CST or EST time zone.
• Work authorization that does not require sponsorship.

Responsibilities

• Lead day-to-day operations of the Service Management organization to support efficient service delivery, operational stability, and adherence to service-level expectations.
• Provide governance and operational oversight of the Managed Service Provider, monitoring performance, service quality, and compliance with established standards and SLAs.
• Resolve escalated service management issues beyond standard Service Desk capabilities, coordinating cross-functional teams to achieve effective outcomes.
• Direct and support Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and guiding project managers responsible for execution.
• Address service concerns and manage VIP and executive escalations to champion the end-user and customer experience.
• Ensure 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 align services with organizational priorities and business needs.

What This Job Offers

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