IT Service Delivery Manager

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

📋 Description

• Lead efforts to achieve operational excellence and continuous improvement within the IT Service Delivery organization.

• Identify gaps in customer service, coordinate initiatives for improvement, minimize recurring issues, enhance support efficiency, and convert opportunities into actionable steps.

• Perform root cause analysis and develop documentation, actions, and remediation plans.

• Collect feedback from employees, IT teams, and business partners; assess, prioritize, and implement effective solutions.

• Establish knowledge standards and enhance the quality of documentation within IT service delivery.

• Implement a multi-channel support model and encourage knowledge sharing among teams.

• Organize, create, and conduct technology training for new hires.

• Manage software rollout readiness, change communication, and end-user adoption initiatives.

• Oversee activities and service transitions among Service Delivery, Security, Infrastructure, Enterprise Applications, Telephony, Operations Technology, Sales Technology, and AI teams.

• Develop operational efficiencies, standardize processes, and spearhead continuous service improvement initiatives.

• Collaborate with IT leadership to implement strategic priorities while independently managing execution, prioritization, problem-solving, stakeholder engagement, and cross-functional collaboration.

• Mentor and support less experienced professional contributors.

• Willingness to travel 20–50% of the time.

⛳️ Requirements

• High School Diploma or equivalent is required.

• An Associate's degree related to the position is preferred.

• A minimum of seven years' experience in Customer Service, Service Desk Operations, End User experience support, Continuous Improvement, or related fields.

• Required experience with IT ticketing systems, KPI reporting, process improvement, and cross-functional collaboration.

• At least three years of supervisory or leadership experience is necessary.

• Preferred certifications include ITAM Foundation & PM.

• Excellent verbal and written communication skills are essential.

• Highly organized and detail-oriented.

• Ability to thrive in a fast-paced, metrics-driven environment is required.

• Proficient in Microsoft Office Suite, including Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications.

• Capability to occasionally lift office equipment and supplies weighing up to 40 pounds; specified elsewhere as up to 20 pounds.

• Competence in operating standard office equipment and keyboards.

• Ability to accurately perceive, distinguish, and interpret visual and audio information.

• Capacity to effectively adapt to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.

• Willingness to work primarily Monday–Friday during the standard business week.

• Strong commitment to company values.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• AD&D insurance.

• LTD insurance.

• 401(k) with employer match.

• Competitive compensation.

• Pleasant work environment.

• Opportunities for employee education and training.