OverviewLocation: Remote (CST or EST timezone only)
Job Type: Full Time / Contract
Work Authorization: No Sponsorship
The A.C.Coy company has an immediate opening for an IT Service Management Delivery Manager. Ideal candidates must have 5+ years of experience with ServiceNow Service Management (ITSM/ITAM). Experience managing day-to-day tactical operations of a service management organization and providing oversight of a managed service provider.
Responsibilities- Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations
- Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality and compliance with established standards and SLAs
- Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams to drive effective outcomes
- Direct and support Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and providing guidance to project managers responsible for execution
- Champion the end-user and customer experience by addressing service concerns, managing VIP and executive escalations, and ensuring the Service Desk interactions meet expectations for responsiveness and quality
- Identify operational bottlenecks and implement process improvements to enhance service efficiency, customer satisfaction and overall Service Desk performance
- Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams to ensure services align with organizational priorities and business needs
- Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectation
QualificationsEducation:
- Bachelor's degree or equivalent work experience
Experience Required:
- ServiceDesk management experience for a global organization - 5+ years
- Service Now platform experience (specifically: ITSM/ITAM) - 5+ years
- Project management - 5+ years
- ServiceDesk oversight of a managed service provider - 5+ years
