Deputy IT SDM - Phoenix, Arizona

Service Delivery & Operations Management

• Lead and govern day-to-day IT service delivery operations across infrastructure, end-user services, applications, networks, cloud, and security.
• Ensure adherence to SLAs, OLAs, KPIs, and ITIL best practices.
• Drive incident, problem, and change management processes with a focus on service quality, stability, and continuous improvement.
• Oversee vendor performance and ensure compliance with contractual commitments.

Stakeholder & Senior Management Engagement

• Serve as the primary point of contact for senior management on all service delivery matters.
• Manage executive-level communications, status reporting, dashboard reviews, and service performance updates.
• Lead governance meetings and service reviews with senior business and IT leadership.
• Navigate complex stakeholder expectations; proactively manage escalations with professionalism and authority.

People & Team Leadership

• Lead and mentor onshore/offshore service delivery teams and ensure alignment with organizational goals.
• Coordinate cross-functional teams for critical incident resolution and service enhancements.
• Promote a culture of accountability, collaboration, and process discipline.

Service Improvement & Strategy

• Identify gaps in service performance and implement corrective and preventive actions.
• Develop and execute service improvement plans, automation opportunities, and operational optimization initiatives.
• Support IT transformation initiatives, technology modernization, and process re-engineering.

Position Summary We are seeking an experienced IT Service Delivery Manager to oversee end-to-end delivery of IT services, ensure operational excellence across multiple technology domains, and manage high-level stakeholder interactions, including senior management and executive leadership. The ideal candidate will have strong service management expertise, excellent communication and escalation-handling capabilities, and a proven track record of driving service improvements in a complex enterprise environment., * Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.

• 6 - 9 years of progressive IT & OT (manufacturing) experience, including 5+ years in IT service delivery or IT operations management roles.
• Strong experience handling senior management and C-suite stakeholders.
• ITIL Foundation certification required (Intermediate or Expert preferred).
• Expertise in service management tools such as ServiceNow, Jira, or BMC Remedy.
• Strong analytical, organizational, and communication skills.
• Demonstrated success in managing global teams and multi-vendor environments., * Experience working in telecom, ISP, cloud, enterprise infrastructure, or managed services environments.
• Understanding of modern workplace technologies (M365, Intune, Azure AD, Endpoint Management, collaboration tools).
• Familiarity with enterprise networks, cybersecurity operations, and cloud service delivery.
• PMP, Lean Six Sigma, or similar certifications.

Pulled from the full job description

• Health insurance
• Paid time off