Senior Manager of IT Service Delivery

Insight Enterprises, Inc. • Chandler, AZ

21h • Remote

About The Position

As a Senior Manager of IT Service Delivery at Insight, you will lead the day-to-day delivery and continuous improvement of internal IT services that enable teammates to do their best work. You will partner closely with End-user Computing, Core and Collaboration, and IT Operations teams to drive operational excellence across incident, request, problem, and change management while improving service health, user experience, and governance. This role offers strong growth potential across service management leadership, IT operations, and platform-focused tracks. Success is defined by improving user experience, strengthening operational performance, and establishing scalable governance and continuous improvement practices.

Requirements

• 5+ years of experience in IT service delivery, IT operations, or service management in an enterprise environment
• Hands-on experience with ITSM tools and workflows with ServiceNow required
• Strong working knowledge of ITIL practices with experience driving governance and continuous improvement
• Experience supporting End-user Computing and workplace technologies including Windows and macOS environments
• Familiarity with collaboration platforms such as Microsoft 365, Teams, Slack, Zoom, or Google Workspace
• Strong communication skills with the ability to provide clear and effective service communications
• Ability to participate in on-call rotations including occasional after-hours support for major incidents

Nice To Haves

• ITIL certification or equivalent service management training
• Experience with endpoint management or identity platforms such as Intune, Jamf, SCCM, Entra ID, or Okta
• Understanding of access control concepts including RBAC and least privilege
• Experience building dashboards and reporting with tools like Power BI and leading service review processes

Responsibilities

• Own and continuously improve IT service delivery processes and ensure alignment to ITIL best practices
• Partner with End-user Computing to enhance endpoint support and lifecycle activities including provisioning, patching, software distribution, and asset refresh
• Serve as the primary escalation point for high-impact incidents, leading cross-functional response, communication, and resolution
• Support Core and Collaboration services by driving service health reviews, operational rhythms, and adoption insights
• Manage service performance through KPIs and SLAs, including MTTR, backlog health, CSAT, and first-contact resolution, and deliver executive-ready reporting
• Coordinate with IT Operations on monitoring, on-call readiness, major incident management, and post-incident reviews
• Coach and enable support teams through playbooks, knowledge management, and continuous improvement initiatives
• Facilitate stakeholder engagement to capture pain points, align priorities, and ensure service roadmaps reflect employee needs
• Partner with HR, Security, and IT teams to support onboarding, offboarding, access provisioning, and device readiness

Benefits

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Access to 11 thriving and diverse Teammate Resource Groups

What This Job Offers

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