Information Technology Service Delivery Manager

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee the daily operations of the Service Management organization

• Ensure effective service delivery, operational stability, and compliance with service-level agreements

• Provide governance and operational oversight for the Managed Service Provider, assessing performance, service quality, compliance, and SLAs

• Address escalated service management issues that exceed standard Service Desk capabilities

• Collaborate with cross-functional teams to achieve successful outcomes

• Lead and support Service Desk transformation initiatives, including automation and AI-based solutions

• Eliminate operational barriers, align stakeholders, and assist project managers

• Advocate for end-user and customer satisfaction, including handling VIP and executive escalations

• Detect operational bottlenecks and implement process enhancements

• Serve as a strategic intermediary between business stakeholders, IT leadership, and service delivery teams

⛳️ Requirements

• Bachelor's degree or equivalent work experience

• 5+ years of experience managing ServiceDesk operations in a global organization

• 5+ years of experience with the ServiceNow platform, particularly in ITSM/ITAM

• 5+ years of project management experience

• 5+ years of oversight of a managed service provider within ServiceDesk

• No sponsorship available / work authorization is required

🏝️ Benefits

• No benefits specified in the posting