Manager of IT Service Delivery

Position Summary:

• The Leader of IT Service Delivery will be responsible for overseeing the delivery of IT services across the organization, ensuring alignment with business goals and objectives.
• This role will focus on quality, improving IT support processes, and optimizing IT operations.
• The ideal candidate will have extensive experience in managing IT service teams, developing service delivery strategies, and implementing ITIL-based processes to meet service level agreements (SLAs) and drive continuous improvement.

Responsibilities:

• Lead the overall IT service delivery function, ensuring all IT services are effectively and efficiently provided.
• Develop and manage service delivery practices that align to the organization's goals and customer needs.
• Ensure the effective delivery of IT services by managing service levels and key performance indicators (KPIs).
• Monitor IT service performance and ensure that service incidents are minimized and addressed in a timely fashion.
• Oversee daily operations of the IT service desk, L1 triage and incident management functions
• Perform lifecycle management of critical incidents, ensuring timely and effective resolution, ensuring RCA and prevention measures are documented.
• Promote a customer-focused culture within the IT service delivery teams to enhance end-user satisfaction.
• Deliver ITIL-based service management frameworks, including incident, problem, and change management.
• Continuously evaluate IT service delivery processes and tools to identify opportunities for improvement.
• Foster a culture of continuous improvement, encouraging feedback, innovation, and automation.
• Lead initiatives to streamline operations and reduce service delivery costs without compromising quality.
• Manage relationships with external service partners and vendors, ensuring they deliver high-quality services.
• Participate in the negotiations of partner service contracts , ensuring performance to stated SLA targets.
• Serve as the subject matter expert for IT service delivery discussions with business leaders and key stakeholders.
• Communicate consistently with IT leadership, providing updates on IT performance metrics, and project progress.
• Lead, mentor, and coach a team of IT service delivery professionals, fostering a high-performance culture.
• Set clear goals and expectations for the IT service delivery team, ensuring alignment with business objectives.
• Provide training, guidance, and professional development opportunities to the team.
• Conduct regular performance reviews and provide feedback to ensure continuous improvement in team performance.
• Measure customer satisfaction related to IT services, driving initiatives to improve user experience.

• 8+ years of experience in IT service delivery, IT operations, or a similar leadership role.
• 5+ years of proven experience managing large IT service teams and driving service improvements.
• 5+ years of proven experience with ITIL or ITSM frameworks and managing SLAs and KPIs for IT services.
• 5+ years of proven experience with vendor management, including managing performance.
• 5+ years of proven experience using ITSM tools (Jira Service Desk) for incident, problem and change management.
• Demonstrated understanding of IT operations, including networks, servers, cloud services, and enterprise systems.
• Excellent leadership, communication, and interpersonal skills, with the ability to lead and motivate teams.
• Strong problem-solving and decision-making capabilities.
• Exceptional customer management skills, with a focus on understanding and meeting business needs.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• ITIL certification (e.g., ITIL Foundation, ITIL Practitioner, or higher).
• College degree is preferred