Manager, IT Service Delivery/Service Management

Burlington-posted 7 months ago
$80,000 - $105,000/Yr
Full-time • Manager
Hybrid • Edgewater Park Township, NJ
General Merchandise Retailers
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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.

  • 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.
  • 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.
  • 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.
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