Service Delivery Manager

Job Title: Service Delivery Manager

Location: Los Angeles, CA

Duration: 6+ Months Contract

Interview Process: One Video Interview

Job Description

• 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.

Preferred Qualifications

• Experience with IT Service Management (ITSM) frameworks and ITIL practices.

• Familiarity with service management platforms such as ServiceNow, BMC Remedy, or Jira Service Management.

• Experience with IT asset management, endpoint support, hardware and software procurement, and vendor management.

• Previous experience in public education, school districts, higher education, or public-sector IT environments.

• Experience supporting onboarding, offboarding, self-service resources, and knowledge base development.