Kiewit Service Delivery Manager

Kiewit•Omaha, NE

42d•Onsite

About The Position

Kiewit Service Delivery (KSD) is the company's one-stop shop for all things support, spanning IT, HR, Business, and beyond. As the KSD Manager, you will lead a cross-functional help desk team dedicated to one-touch resolution, exceptional customer experience, and efficient, accountable service delivery. You'll drive operational excellence across people, process, and technology, balancing efficiency, cost-effectiveness, and innovation. You'll ensure that KSD continually evolves to meet the changing needs of our business by prioritizing automation, smart triage and routing, and enabling self-service through effective knowledge management. This role is ideal for a collaborative leader who thrives where continuous improvement and measurable results define success.

Requirements

3+ years of experience in service delivery or help desk leadership (cross-functional experience strongly preferred)
Proven record of leading teams focused on customer experience, process efficiency, and continuous improvement
Strong understanding of ITSM principles, metrics, and workflows
Demonstrated success managing through platforms like ServiceNow or equivalent enterprise service management tools
Excellent communication, leadership, and stakeholder management skills
Regular, reliable attendance
Work productively and meet deadlines timely
Communicate and interact effectively and professionally with supervisors, employees, and others individually or in a team environment.
Perform work safely and effectively. Understand and follow oral and written instructions, including warning signs, equipment use, and other policies.
Work during normal operating hours to organize and complete work within given deadlines. Work overtime and weekends as required.
May work at various different locations and conditions may vary.

Nice To Haves

ITIL Foundation or equivalent ITSM certification
Familiarity with automation technologies and self-service enablement strategies (i.e. AI chatbots, RPA, or workflow automation)
4 year degree

Responsibilities

Lead and Develop the KSD Team: Build and mentor a multi-disciplinary service delivery team supporting IT, HR, Benefits, and Business Operations. Create a culture of accountability, empathy, and excellence in customer experience.
Deliver High-Performance Support: Ensure consistent achievement of KPIs such as first-contact resolution, SLA compliance, cost per transaction, and customer satisfaction.
Drive Continuous Improvement: Identify recurring issues, bottlenecks, and inefficiencies across services. Partner with process owners to implement lasting solutions and optimize workflows.
Enable Automation & Self-Service: Champion automation opportunities and knowledge management improvements that allow customers to resolve issues independently through the KSD ServiceNow portal.
Optimize Routing & Smart Triage: Design and oversee intelligent routing processes that ensure requests reach the right resolver group quickly and accurately, minimizing handoffs.
Enhance the Customer Experience: Leverage data and feedback to refine support processes, reduce friction, and ensure every interaction adds value.
Operational Leadership: Oversee daily operations, including intake management, queue monitoring, escalations, and service performance reporting.
Cross-Functional Collaboration: Partner with IT, HR, Benefits, and Business stakeholders to align service models and communication standards that drive efficiency and satisfaction across the enterprise.
Cost and Efficiency Management: Continuously evaluate service delivery costs and drive processes down to the most effective tier through clear documentation, training, and process automation.
Knowledge & Training Ownership: Maintain and evolve documentation and self-service content in ServiceNow to reduce ticket volume and improve one-touch resolution rates.

Benefits

We offer our fulltime staff employees a comprehensive benefits package that's among the best in our industry, including top-tier medical, dental and vision plans covering eligible employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and generous paid time off.

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