IT Service Delivery/Remote
Posted Today by Apetan Consulting
Negotiable
Undetermined
Remote
Remote
Summary: The Senior Manager – IT Service Delivery is tasked with leading the delivery and continuous improvement of IT services within the organization. This role encompasses overseeing service operations, managing vendor relationships, and ensuring adherence to service management processes to meet business objectives. The position requires a focus on high-quality, reliable, and customer-centric IT services. The Senior Manager will also be responsible for developing IT service management policies and leading service delivery teams.
Key Responsibilities:
- Lead and manage IT service delivery operations, ensuring consistent and effective support for business users.
- Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), and operational metrics.
- Oversee incident, problem, change, and service request management processes.
- Drive continuous service improvement initiatives to enhance user experience, operational efficiency, and service quality.
- Manage relationships with internal stakeholders, business leaders, and third-party service providers.
- Ensure effective governance of outsourced and managed service providers.
- Develop and implement IT service management (ITSM) policies, procedures, and best practices.
- Lead service reviews, operational reporting, and executive-level communications.
- Manage service delivery budgets, resource planning, and workforce allocation.
- Collaborate with infrastructure, security, applications, and project teams to support technology initiatives and service transitions.
- Ensure compliance with organizational policies, security standards, and regulatory requirements.
- Lead, mentor, and develop service delivery teams to achieve operational excellence.
Key Skills:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Strong knowledge of IT Service Management (ITSM) frameworks and service delivery best practices.
- Experience managing service desk, infrastructure support, end-user services, or managed service operations.
- Proven experience managing vendors, contracts, and service performance.
- Strong understanding of incident, problem, change, and release management processes.
- Experience developing service metrics, dashboards, and operational reports.
- Excellent leadership, stakeholder management, and communication skills.
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Job Summary
The Senior Manager – IT Service Delivery is responsible for leading the delivery, performance, and continuous improvement of IT services across the organization. This role oversees service operations, support teams, vendor relationships, and service management processes to ensure high-quality, reliable, and customer-focused IT services that meet business objectives and service level commitments.
Key Responsibilities
- Lead and manage IT service delivery operations, ensuring consistent and effective support for business users.
- Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), and operational metrics.
- Oversee incident, problem, change, and service request management processes.
- Drive continuous service improvement initiatives to enhance user experience, operational efficiency, and service quality.
- Manage relationships with internal stakeholders, business leaders, and third-party service providers.
- Ensure effective governance of outsourced and managed service providers.
- Develop and implement IT service management (ITSM) policies, procedures, and best practices.
- Lead service reviews, operational reporting, and executive-level communications.
- Manage service delivery budgets, resource planning, and workforce allocation.
- Collaborate with infrastructure, security, applications, and project teams to support technology initiatives and service transitions.
- Ensure compliance with organizational policies, security standards, and regulatory requirements.
- Lead, mentor, and develop service delivery teams to achieve operational excellence.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- Strong knowledge of IT Service Management (ITSM) frameworks and service delivery best practices.
- Experience managing service desk, infrastructure support, end-user services, or managed service operations.
- Proven experience managing vendors, contracts, and service performance.
- Strong understanding of incident, problem, change, and release management processes.
- Experience developing service metrics, dashboards, and operational reports.
- Excellent leadership, stakeholder management, and communication skills.
Preferred Qualifications
- Certification in ITIL (Foundation, Managing Professional, or higher).
- Experience with enterprise ITSM platforms such as ServiceNow.
- Experience leading global or multi-location service delivery teams.
- Familiarity with cloud services, cybersecurity practices, and digital workplace technologies.
- Project or program management certification such as PMP.