Manager, IT Service Delivery

Venture Global LNG • Arlington, VA

1d

About The Position

The IT Service Delivery Manager is a strategic leadership role responsible for governing, optimizing, and delivering high-quality IT services across the global organization. The role aligns End User Support and technical infrastructure teams with business stakeholders to drive operational excellence and Continuous Service Improvement (CSI). It is accountable for the health of the service ecosystem, including ticket lifecycle management, SLA governance, vendor performance, and high-level escalations, with a focus on measurable end-user satisfaction and seamless service availability. The position is located in Arlington.

The manager oversees service levels, ticket workflows, continual improvement, end-user experience, stakeholder communications, global service consistency, and managed service provider performance. The role translates business requirements into technical service deliverables and supports IT services that advance organizational strategy and operational needs.

Requirements

• 12+ years of progressive experience in IT operations, service delivery, or ITSM leadership in a complex enterprise environment.
• Proven leadership coordinating service delivery across diverse, multidisciplinary technical teams.
• Expert-level mastery of ITIL practices and ability to apply ITSM principles to business challenges.
• Advanced experience with enterprise ITSM platforms, particularly workflow engineering and data-driven reporting.
• Demonstrated expertise in crisis management, including leading major incident response in high-pressure situations.
• Strong financial and analytical acumen, including developing executive-level KPIs and correlating IT performance with business value.
• Ability to drive accountability and lead change across cross-functional teams without direct reporting authority.
• Ability to communicate complex technical challenges as business risks to senior stakeholders and C-suite leadership.

Nice To Haves

• ITIL Expert or Managing Professional certification.

Responsibilities

• Define, implement, and monitor global Service Level Agreements (SLAs) and Operational Level Agreements (OLAs); track team performance and report results and gaps to executive leadership.
• Oversee and optimize the end-to-end IT ticketing workflow, including categorization, routing, and escalation paths.
• Analyze recurring incidents and trends, and collaborate with infrastructure teams to implement permanent problem-management fixes and improve service stability.
• Develop and track end-user experience KPIs, including CSAT and NPS, and audit the user journey to identify and remove friction.
• Serve as the primary escalation point for critical business outages and dissatisfied stakeholders; manage communications during major incidents.
• Translate business requirements into technical service deliverables and meet with department heads to align IT services with organizational goals and operational needs.
• Standardize support processes across global sites to deliver consistent service and reduce regional silos.
• Manage relationships with Managed Service Providers (MSPs), holding vendors accountable to contractual obligations through business reviews and performance audits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed