IT Service Delivery Manager

Requirements

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• 7+ years of experience in IT operations or service delivery roles with accountability for service outcomes.
• 3+ years of experience leading service delivery, service desk, or IT operations team.
• Hands-on experience operating within an ITIL-based service management framework, with direct responsibility for Incident, Problem, and Change Management.
• Experience with ITSM platform implementation and service analytics tools used to manage workflows, metrics, and reporting.
• Experience with IT asset management practices, including hardware and software asset tracking, lifecycle management, inventory accuracy, and coordination with procurement and finance to support cost control, audits, and refresh planning.
• Experience supporting enterprise A/V and conference room technology, including meeting room systems, video conferencing platforms, room scheduling solutions, and coordination with vendors or facilities teams to ensure reliable end-user experiences.
• Proven experience establishing, tracking, and improving service metrics and KPIs, including SLA performance, incident trends, ticket aging, and customer satisfaction.
• Demonstrated ability to produce clear, consistent service reporting for IT leadership and business stakeholders, translating operational data into actionable insights.
• Demonstrated success improving customer satisfaction and stakeholder confidence through structured processes, transparency, and accountability.
• Experience acting as the single point of accountability for IT service delivery, including ownership of escalations and stakeholder communications.
• Experience supporting multi-site or geographically distributed environments, preferably manufacturing or 24x7 operations.

Benefits

• Medical, dental and vision benefits
• Life and disability insurance
• 401k participation
• Paid holidays
• Paid time off