Remote Service Delivery Manager

Jobgether

1d•Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Remote Service Delivery Manager. In this role, you will have the opportunity to contribute significantly to complex government, defense, and intelligence projects. Your expertise will ensure high-quality service delivery, improve processes, and enhance customer satisfaction. You will be at the forefront of leading Agile teams, managing IT operations, and implementing best practices in service management. This is a chance to make a real impact while working flexibly from anywhere.

Requirements

8+ years of related experience in service delivery management.
Experience with ServiceNow, including ITSM and workflows.
Strong understanding of ITSM principles and ITIL v4 processes.
Demonstrable experience in Agile/Scrum methodologies.
Excellent communication and interpersonal skills.
Familiarity with contact center operations.
Ability to translate business and technical specifications effectively.
Strong analytical thinking and problem-solving skills.

Responsibilities

Ensure high-quality service delivery to customers through effective management of tools, operations, and processes.
Collaborate with service desk leadership to understand customer needs and assist with escalations.
Coordinate with the ServiceNow team for enhancements and maintenance of the platform.
Work with ServiceNow development team on projects ensuring alignment with business strategies.
Track KPIs, manage SLAs, and conduct service reviews to promote continuous improvement.
Act as a liaison between customers, IT teams, and leadership.
Gather requirements to write agile stories that effectively capture business needs.
Lead and mentor IT staff in an Agile environment.