Manager, Service Delivery Management

ZOLL Medical Corporation•Chelmsford, MA

21h

About The Position

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. Job Summary The Manager of Service Delivery Management, reporting to the Senior Manager of IT Service Management (ITSM) will lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives (Project "LITE"), while also ensuring alignment with established ITIL-based Service Delivery Management practices. This role serves as a key point of contact between the business and Global IT, providing clarity of requirements, effective prioritization, and consistent communication across both project-oriented and operational service work. The role will require the Service Delivery Manager to directly lead & manage the Service Delivery Team, oversee a portion of the Global IT technology pipeline, ensuring that Project LITE initiatives are appropriately assessed, prioritized, and transitioned into delivery or operational support, while maintaining service health, governance, and continual improvement standards. This team is strategically placed to deliver effective initiative delivery and operational support by not only leading the implementation of initiatives but by using the data gathered by other ITSM teams to provide the business with data driven decision making. The ITSM group delivers everyday business supportability through its Operations team, technology enhancements via the ServiceNow Solutions group and operational support and data analysis of ZOLL technology estate and purchasing by the Asset management and purchasing team.

Requirements

5+ years of experience in IT Service Management, service delivery, or operational leadership roles.
ITIL V4 Foundation certification required.
Experience in creating and implementing team/function/process development plans in alignment with evolving overall IT needs and IT Service Management delivery models.
Proven ability to manage and optimize end-to-end intake and triage processes for undefined or cross-functional IT initiatives, while aligning with ITSM governance models.
Be able to act as a liaison between business units and technical IT teams, translating business needs into actionable technical and service requirements while managing stakeholder expectations, balancing competing priorities, and delivering reliable, value-driven IT services.
The ability to apply ITIL practices (incident, change, problem, service request, and service transition) pragmatically in a dynamic environment.
Expertise in facilitating discovery sessions, impact assessments, risk evaluations, and delivery planning with diverse stakeholders. Applying critical thinking skill to overcome challenges.
Excellent written and verbal communication skills, with the ability to deliver clear, concise, and actionable reporting to both technical and executive audiences.
Extensive experience with ServiceNow or comparable enterprise ITSM platforms.
Proven success managing high-impact initiatives and services, leading cross-functional teams, and supporting SLA and service performance objectives.
Demonstrated ability to lead, mentor, and develop teams with strong communication and stakeholder engagement skills.
Experience interfacing effectively with both technical and non-technical stakeholders at all organizational levels.

Responsibilities

Own and manage undefined, cross-departmental, or emerging IT requests defined as Project LITE.
Serve as a primary liaison between business stakeholders and Global IT delivery and operations teams.
Facilitate technical requirement gathering, impact assessments, and delivery planning, ensuring alignment with enterprise architecture and service standards.
Ensure appropriate transition of Project LITE initiatives into steady-state operations, including service readiness, documentation, and ownership.
Manage intermediate Service Delivery Managers (SDMs), ensuring consistent triage quality, service governance, and stakeholder engagement.
Produce regular reporting on intake volume, pipeline health, delivery status, service performance, and risks for stakeholders and leadership.
Provide strategic oversight of the technology pipeline in collaboration with Application portfolio Management, Project and Solutions Architecture teams.
Apply ITIL-based service delivery practices to support incident, change, problem, and service request processes related to in-scope services.
Partner with ServiceNow developers and process owners to automate, standardize, and continuously improve intake, triage, and service delivery workflows.
Drive continual service improvement by identifying trends, bottlenecks, and opportunities across both Project LITE initiatives and operational services