Manager, IT Service Delivery/Service Management

Burlington • Edgewater Park Township, NJ

222d • $80,000 - $105,000 • Hybrid

About The Position

As Manager of IT Service Delivery/Service Management, you will be responsible for leading the IT Service Desk team to deliver efficient, high-quality end-user support services. This role ensures that incident management, request fulfillment, and service delivery processes align with business needs and industry best practices. You will focus on improving first-call resolution, user experience, automation, and overall service efficiency, while continuously working to optimize IT support operations.

Requirements

• 8+ years of experience in IT Service Delivery, with at least 3+ years in a managerial role leading a Service Desk team.
• Strong understanding of ITSM frameworks (ITIL), Service Desk operations, and incident/request management processes.
• Experience working with ServiceNow or other ITSM tools to manage service requests, incidents, and reporting.
• Proven track record of improving IT support efficiency, customer experience, and automation.
• Strong analytical and problem-solving skills with the ability to drive process improvements and efficiency.
• Experience managing KPIs, SLAs, and performance metrics for IT support teams.
• Excellent communication and stakeholder management skills, with the ability to influence across IT and business teams.
• Experience leading and developing high-performance teams, with a focus on employee engagement and professional growth.
• Experience with building and managing 24/7 Global Support teams.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Responsibilities

• Oversee Incident Management, Major Incident Management, Service Request Fulfillment, and Problem Management.
• Establish and monitor service metrics, ensure timely resolution of incidents and problems, and implement proactive measures to minimize service disruptions.
• Lead, mentor, and manage the IT Service Desk team to provide 24/7 IT support across corporate, distribution centers, and remote users.
• Ensure adherence to SLAs, KPIs, and customer satisfaction metrics to drive a high-performing support function.
• Develop and enforce incident, request, and problem management processes to improve service efficiency.
• Drive a shift-left strategy, enabling self-service, automation, and AI-driven support solutions.
• Act as an escalation point for major service desk issues, working closely with IT Operations and Service Management teams to resolve critical incidents.
• Define and implement a strategy to drive the adoption of service management and operational best practices.
• Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders.
• Hire, train, develop and appraise IT Service Delivery staff effectively.
• Analyze service metrics and user feedback to identify areas for improvement, develop action plans, and implement solutions to enhance service quality and end-user satisfaction.
• Develop and maintain service reporting dashboards to track key metrics, trends, and improvement areas.
• Promote the use of self-service portals, knowledge bases, and AI-driven chatbots to improve user experience.
• Collaborate with business stakeholders to understand IT service needs and drive service improvements.
• Work with IT vendors and partners to optimize service desk tools, technologies, and outsourced support functions.

Benefits

• Medical, dental and vision coverage including life and disability insurance.
• Paid time off and paid holidays.
• 401(k) plan.
• Flexible hours.
• Associate discount.
• Training and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: General Merchandise Retailers