Service Delivery Manager / Project Manager
Softthink Solutions•Santa Monica, CA
•Onsite
About The Position
Responsible for overall service delivery, project coordination, SLA performance, reporting, stakeholder communication, and ensuring that the 24x7 service desk operates in accordance with project requirements.
Requirements
- Experience managing IT service desk, IT support, or IT service delivery operations.
- Experience with SLA management, incident management, escalation handling, and stakeholder communication.
- Experience managing ITIL-aligned service desk operations in public-sector or complex enterprise environments
- Practical understanding of ServiceNow operations; and the ability to coordinate teams
- Experience coordinating support teams and service reporting.
- Experience with ITSM tools, preferably ServiceNow.
Nice To Haves
- ITIL Foundation or higher preferred.
- PMP or equivalent project/service management certification preferred.
- CLETS certification is required when providing frontline support for Police Department or City Attorney technology.
Responsibilities
- Manage overall service delivery and ensure compliance with contractual and SLA requirements.
- Coordinate service desk operations, staffing, schedules, and escalations.
- Act as the primary point of contact for City stakeholders.
- Monitor service performance, incidents, risks, and corrective actions.
- Prepare and present service reports and quarterly business reviews (QBRs).
- Coordinate onboarding, onsite immersion, knowledge transfer, and staff transitions.
- Ensure proper use of ServiceNow and adherence to documented processes.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
