Service Delivery Manager 3

Service Delivery Manager

Reports to: Senior Director School Services (De facto IT Director)

Position Summary

The Service Delivery Manager (SDM) is accountable for the governance performance and continuous improvement of service delivery across managed service providers (MSPs) technology vendors and internal support functions. This role exists to ensure consistent highquality service outcomes while removing daytoday vendor and service accountability from systems engineering and infrastructure roles.

The SDM provides service oversight and operational support for a centralized Helpdesk function that supports IT Facilities and general service requests. While the Helpdesk may report through a separate management structure the SDM owns service quality escalation management performance maturity and alignment with organizational needs.

Over time this role is expected to grow to include direct management of a Level 1 Technician and a PMO/Training resource focused on service enablement documentation and process adherence.

Key Responsibilities

Service Delivery Governance

• Own endtoend service delivery outcomes across IT Facilities support and shared service domains.
• Define implement and enforce service delivery standards workflows and escalation paths.
• Act as the senior escalation point for highimpact recurring or systemic service issues.
• Continuously improve service reliability responsiveness and customer experience.

Helpdesk Service Oversight (Governance Role)

• Provide operational support and governance for a centralized Helpdesk function (no direct supervision).
• Ensure intake triage routing prioritization and escalation processes are effective and followed.
• Partner with Helpdesk leadership and business stakeholders to address service gaps and capacity challenges.
• Monitor and analyze performance metrics such as ticket volume resolution times backlog and satisfaction.

Vendor & MSP Management

• Serve as the primary owner of MSP and vendor service delivery performance.
• Define and maintain service expectations KPIs and SLAs in collaboration with IT leadership and Procurement.
• Lead regular vendor performance reviews and corrective action plans.
• Coordinate vendor activities to minimize service disruption and align with organizational priorities.

Team Leadership & Future Growth

• Provide leadership and direction to assigned service delivery resources.
• Directly manage a Level 1 Technician (future state) supporting frontline service needs.
• Oversee a PMO/Training function (future state) focused on:
• Process adherence
• Knowledge management
• Training and onboarding
• Foster a servicecentric culture emphasizing accountability transparency and continuous improvement.

Process PMO & Training Enablement

• Establish and mature service delivery processes aligned with ITIL best practices.
• Ensure service documentation SOPs and knowledge articles are created maintained and adopted.
• Support light project management activities tied to service improvements and vendor transitions.
• Identify opportunities to standardize simplify and scale service processes across domains.

Stakeholder & Relationship Management

• Act as the primary service delivery interface between vendors IT Facilities and business stakeholders.
• Translate business needs into actionable service requirements and measurable outcomes.
• Provide clear concise service performance reporting to senior leadership.
• Proactively identify service risks and improvement opportunities.

Required Qualifications

• 5 years of experience in service delivery IT operations or vendor management.
• Demonstrated success managing MSPs and thirdparty service providers.
• Strong understanding of IT service management principles (ITIL or equivalent).
• Experience supporting or governing a centralized Helpdesk or shared services model.
• Proven ability to manage crossfunctional priorities without direct authority.
• Excellent communication facilitation and stakeholder management skills.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience supporting both IT and Facilities or nontechnical services.
• People leadership or teamlead experience.
• Experience standing up or maturing service delivery frameworks.
• Familiarity with service management and ticketing platforms.

Measures of Success

• Improved MSP and vendor SLA performance.
• Reduced escalations and repeat incidents.
• Increased customer satisfaction and service transparency.
• Stabilization and maturity of the centralized Helpdesk model.
• Clear separation of service accountability from systems engineering functions.

Why Join BrightPath

At BrightPath youll have the opportunity to make a meaningful impact while helping build the workforce that supports thousands of children and families every day.

We offer:

• Medical dental and vision insurance
• 401(k) with company match
• Paid time off and company holidays
• Professional development and leadership growth opportunities
• Collaborative supportive leadership team