IT Service DeliveryRemote

The Senior Manager IT Service Delivery is responsible for leading the delivery performance and continuous improvement of IT services across the organization. This role oversees service operations support teams vendor relationships and service management processes to ensure high-quality reliable and customer-focused IT services that meet business objectives and service level commitments.

• Lead and manage IT service delivery operations ensuring consistent and effective support for business users.
• Establish and monitor service level agreements (SLAs) key performance indicators (KPIs) and operational metrics.
• Oversee incident problem change and service request management processes.
• Drive continuous service improvement initiatives to enhance user experience operational efficiency and service quality.
• Manage relationships with internal stakeholders business leaders and third-party service providers.
• Ensure effective governance of outsourced and managed service providers.
• Develop and implement IT service management (ITSM) policies procedures and best practices.
• Lead service reviews operational reporting and executive-level communications.
• Manage service delivery budgets resource planning and workforce allocation.
• Collaborate with infrastructure security applications and project teams to support technology initiatives and service transitions.
• Ensure compliance with organizational policies security standards and regulatory requirements.
• Lead mentor and develop service delivery teams to achieve operational excellence.

• Bachelors degree in Information Technology Computer Science Business Administration or a related field.
• Strong knowledge of IT Service Management (ITSM) frameworks and service delivery best practices.
• Experience managing service desk infrastructure support end-user services or managed service operations.
• Proven experience managing vendors contracts and service performance.
• Strong understanding of incident problem change and release management processes.
• Experience developing service metrics dashboards and operational reports.
• Excellent leadership stakeholder management and communication skills.

• Certification in ITIL (Foundation Managing Professional or higher).
• Experience with enterprise ITSM platforms such as ServiceNow.
• Experience leading global or multi-location service delivery teams.
• Familiarity with cloud services cybersecurity practices and digital workplace technologies.
• Project or program management certification such as PMP.