Manager, IT Service Delivery (AI&T)
About The Position
The Manager, IT Service Delivery (AI&T) at Impulse is responsible for leading service delivery operations supporting engineering, integration, and test environments. This role ensures systems, endpoints, and infrastructure are operational, available, and ready to support test execution and engineering workflows. The Manager leads a team of service delivery analysts and is accountable for service performance, incident management, and operational readiness aligned with AI&T activities. This role reports into the IT organization with functional alignment to the AI&T (Assembly, Integration, and Test) team, ensuring service delivery operations directly support integration, verification, and test execution.
Requirements
- 8+ years of IT service delivery or support experience
- 2+ years of leadership or team management experience
- Strong understanding of service delivery, incident management, and IT operations
- Experience supporting complex technical environments
- Proven ability to lead teams and improve operational performance
- Strong communication and stakeholder management skills
Nice To Haves
- 4+ years of leadership or team management experience
- Experience supporting engineering, lab, or test environments
- Familiarity with integration and test operations
- Experience in regulated or operational environments
- ITIL or equivalent service management certification
- Experience implementing operational automation
Responsibilities
- Lead daily IT service delivery for lab, test, and engineering environments
- Ensure system availability, performance, and readiness for integration and test activities
- Manage ticket queues, service levels, operational metrics, and incident response efforts
- Coordinate live test event support and drive rapid issue resolution and service restoration
- Establish service delivery processes, escalation paths, runbooks, and knowledge management practices
- Drive root cause analysis, process improvements, and automation to reduce recurring issues and manual effort
- Lead, mentor, and develop service delivery teams, including training and performance management
- Oversee deployment and support of endpoint systems, workplace technology, and lab infrastructure
- Ensure compliance with enterprise security, access management, and regulated environment requirements
- Partner with engineering, infrastructure, facilities, and vendors to align operational support with program needs and technology capabilities
Benefits
- long-term incentives, in the form of stock options
- medical, vision & dental coverage
- 401(k) retirement plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
