This is a full-time position with a hybrid work environment; onsite Monday/Tuesday/Wednesday and remote work Thursday/Friday.
Position Overview
We are seeking an experienced Service Delivery Manager to oversee end-user technology services and drive operational excellence across IT support functions. This role is responsible for delivering a high-quality service experience, leading incident management efforts, and advancing service modernization initiatives including automation and cloud optimization.
Key Responsibilities
- Lead Service Desk, Desktop Support, and office technology support teams to ensure reliable, high-quality IT service delivery.
- Serve as the primary escalation point for IT support matters, partnering with stakeholders across the organization to resolve issues effectively and maintain a strong user experience.
- Oversee major incident management, coordinating rapid detection, escalation, communication, and resolution while driving root cause analysis and long-term corrective actions.
- Ensure consistent execution of IT service management (ITSM) processes to maintain service level performance and operational quality.
- Manage IT asset lifecycle processes including inventory tracking, procurement coordination, reporting, and cost optimization.
- Develop and deliver IT communications and training programs that promote user enablement, knowledge sharing, and adoption of self-service tools.
- Provide regular reporting on service metrics, incident trends, and SLA performance to support data-driven decision making.
- Champion automation initiatives, AI-assisted support capabilities, and self-service platforms to modernize IT operations and improve efficiency.
- Partner with infrastructure and cloud teams to identify opportunities for optimization within cloud environments.
- Oversee audiovisual and conference room technologies to ensure reliability and a seamless meeting experience.
- Foster a culture of accountability, innovation, and customer-focused service across the IT support organization.
Education & Certifications
- Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent professional experience).
- ITIL Foundation certification or equivalent ITSM credentials.
- Cloud certification (e.g., foundational-level cloud practitioner or similar).
Qualifications & Experience
- 3+ years of leadership experience managing IT support or ITSM teams.
- Strong technical knowledge across end-user technologies, operating systems, and networking fundamentals.
- Experience supporting or partnering with cloud infrastructure environments and identifying opportunities for service improvement.
- Practical application of ITIL principles within a service delivery organization.
- Hands-on experience implementing automation tools, AI-driven support solutions, scripting, or orchestration workflows.
- Demonstrated success managing SLAs, tracking KPIs, and driving continuous improvement initiatives.
- Experience overseeing asset management and lifecycle processes, including procurement coordination.
- Proven ability to deliver enterprise-level IT training and drive technology adoption across diverse user groups.
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