Service Delivery Manager - REMOTE

Jobgether

4d•Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Delivery Manager. In this critical role, you will make meaningful contributions to complex government and intelligence projects, ensuring high-quality service delivery and customer satisfaction. Your expertise will drive effective management of tools, operations, and processes essential to the mission. By collaborating with various teams, you will optimize service delivery and improve customer engagement, all while fostering a team-oriented environment that encourages innovation. This role not only impacts the organization's success but also shapes the customer experience. Join us to lead in an Agile environment where your skills will shine and your growth is a priority.

Requirements

8+ years of related experience
Strong background in ServiceNow and ITSM
Excellent understanding of Agile/Scrum methodologies
Proven skills in leading and building Agile teams
Exceptional communication and interpersonal abilities
Familiarity with contact center operations and ACD systems
Strong analytical thinking and problem-solving capabilities
Ability to translate business needs into technical specifications

Responsibilities

Ensure high-quality service delivery through effective management of operations and tools
Collaborate with service desk leadership to address customer needs and manage escalations
Work closely with the ServiceNow team to manage customer requests efficiently
Track KPIs, manage SLAs, and promote continuous service improvement
Act as a liaison between customers and IT teams, managing expectations and communication
Lead and mentor IT staff in an Agile environment
Implement ITIL best practices and optimize processes for efficiency
Gather requirements and effectively write agile stories
Keep informed of new technologies and advise on their implementation