Service Delivery Manager, Technology Enablement (Contract)

Pioneer Management Consulting•Los Angeles, CA

About The Position

Pioneer is supporting a client seeking an experienced service delivery leader for hands-on interim management of the Service Desk, Desktop Support, and related end-user technology support functions. The engagement focuses on stabilizing daily operations, maintaining operational continuity, leading staff, improving customer experience and communication, clarifying ownership and escalation, strengthening service-management practices, and providing reliable performance visibility. The consultant will implement approved improvements, translate leadership priorities into measurable operating practices, surface risks and resource needs, and provide factual findings to support Director-level decisions. This is a 1099 independent contractor engagement and is not eligible for Pioneer benefits. Pay is $70–$95 per hour. Candidates not located in the Los Angeles area must be open to more than 50% travel.

Requirements

Former service delivery manager, service desk manager, desktop support manager, end-user services manager, or comparable hands-on technology operations leader.
Demonstrated success supervising customer-facing technical teams responsible for incident support, service requests, endpoint support, escalation, knowledge, and continual improvement.
Experience improving ITSM practices, service metrics, customer communication, self-service, knowledge management, queue performance, and cross-functional service coordination.
Strong staff leadership, customer focus, operational management, written and oral communication, vendor oversight, problem solving, and performance-management capabilities.
Working knowledge of computer hardware, operating systems, utilities, application software, and organizational technology support services.

Nice To Haves

Public sector, education, county government, or similarly complex and regulated experience.

Responsibilities

Direct and coordinate Service Desk, Desktop Support, end-user incident support, service requests, equipment support, and related customer-facing technology services.
Supervise assigned professional, technical, clerical, temporary, and contracted personnel; assign work, set expectations, coach staff, manage performance, and maintain coverage.
Maintain service continuity through clear intake, triage, escalation, communication, major-incident support, handoff, and recovery practices.
Translate Director-established priorities and service expectations into staffing plans, operating procedures, schedules, service targets, and accountable work assignments.
Coordinate with infrastructure, cybersecurity, applications, data, PMO, business units, schools, districts, and vendors to resolve incidents, requests, dependencies, and recurring service problems.
Manage customer communication and escalation for high-impact issues, service disruptions, aging requests, executive support needs, and unresolved service concerns.
Monitor service performance, backlog, aging, first-contact resolution, escalation, customer feedback, endpoint support demand, vendor performance, and operational risks.
Strengthen knowledge articles, standard operating procedures, self-service content, asset handoffs, onboarding and offboarding support, and cross-training.
Support budget, purchasing, hardware and software request review, resource planning, and vendor oversight within delegated authority; escalate strategic or contractual decisions.
Provide recurring reporting on service health, incidents, requests, customer experience, staffing, capacity, risks, and decisions requiring leadership action.