About the Role:
The Service Delivery Manager is responsible for overseeing the delivery of high-quality IT services across the organization. This includes implementing and enforcing ITIL best practices, leading the Level II support team, managing vendor relationships, and ensuring services meet defined SLAs. The role will also drive continuous improvement efforts, including a shift-left strategy-to optimize operations, improve end-user experience, and ensure consistent communication during incidents and outages.
We offer a competitive compensation and benefits package including:
(Benefits may vary depending on location policy.)
- Vacation: minimum of two (2) weeks
-Sick days: 5 days
- Holidays: 12 days; 8 standard and 4 floating
- Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Salary range $84,000.00 to $105,000.00
Key Responsibilities:
- Lead and manage Level II support operations, ensuring timely resolution of incidents, effective escalation handling, and adherence to SLAs and OLAs.
- Manage and execute ITIL-based support processes, including Incident, Problem, Change, Knowledge, and Asset Management, with a focus on operational efficiency and service reliability.
- Primary escalation points for complex and high-impact technical issues, coordinating across infrastructure, application teams, and third-party vendors.
- Oversee Major Incident Management, including leading technical bridge calls, coordinating response efforts, and ensuring timely communication and service restoration.
- Manage and enforce the Change Control process, including technical validation, risk assessment, scheduling, and post-change review.
- Drive Problem Management by identifying recurring issues, conducting root cause analysis, and implementing permanent fixes to reduce incident volume.
- Monitor SLA performance and operational metrics, analyzing incident trends, endpoint health, and system performance to identify gaps and drive continuous improvement.
- Oversee endpoint management, including device provisioning, configuration, patching, software deployment, and compliance across desktop, laptop, and mobile environments.
- Manage the full lifecycle of IT assets, including procurement, inventory tracking, deployment, maintenance, and decommissioning, ensuring accuracy and compliance with organizational policies.
- Ensure endpoint security standards are enforced, including patch compliance, antivirus/EDR coverage, encryption, and configuration baselines.
- Develop and maintain technical documentation, including Knowledge Base articles and service catalogs, to support efficient troubleshooting and consistent service delivery.
- Champion a shift-left strategy by enabling Tier I support through training, documentation, and tooling to improve first-contact resolution rates.
- Manage Service Desk vendor performance, ensuring alignment with service expectations, operational standards, and SLA commitments.
- Ensure all incidents are properly logged, categorized, prioritized, and resolved within defined service levels.
- Develop and maintain Major Outage procedures, ensuring structured and effective response during critical incidents.
- Provide clear, timely, and technically accurate communication to stakeholders during incidents, outages, and service changes.
- Establish and enforce IT support policies, procedures, and operational standards to ensure compliance, security, and consistency.
Required Qualifications:
- Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of experience in IT support or service delivery, with at least 2 years in a leadership role.
- Strong hands-on experience with endpoint management tools (e.g., Intune, SCCM).
- Experience with IT asset management practices and tools (hardware/software inventory, lifecycle tracking, CMDB).
- Solid understanding and practical application of ITIL frameworks (ITIL certification preferred).
- Experience managing Major Incidents and leading cross-functional technical teams under pressure.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira) and monitoring tools.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication skills with the ability to translate technical issues for business stakeholders.
Preferred Qualifications:
- ITIL v4 Foundation Certification or higher
- Experience leading change control boards and creating knowledge and service catalogs
- Background in working with third-party service providers or outsourced Service Desks
- Familiarity with shift-left strategies and automation tools to enhance service efficiency
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Job Category: Information Technology (IT)
Job Type: Full Time
Work Type: Hybrid Remote
Req ID: 7971
Pay Group: NF2
Cost Center: 907
