Sr Manager, IT Service Delivery (Hybrid)

FocusPoint is partnering with a high growth, asset intensive organization to identify a Senior Manager of IT Service Delivery who can elevate service performance, strengthen business alignment, and lead a blended onshore/offshore support model. This role is ideal for a leader who thrives in complex environments, enjoys building strong relationships across the business, and knows how to drive measurable outcomes through disciplined service delivery. The Opportunity You will serve as the primary liaison between IT and multiple business units, ensuring technology services are reliable, scalable, and aligned with operational goals. This position owns service level performance, oversees cross functional support teams, and plays a key role in shaping the IT roadmap. The environment is fast moving, highly collaborative, and expects leaders who bring clarity, structure, and follow through. Key Responsibilities Build and maintain strong relationships with business leaders to understand needs, priorities, and service expectations. Oversee IT service delivery operations, ensuring SLAs, service quality, and responsiveness consistently meet or exceed expectations. Lead and mentor a cross functional team, including offshore resources supporting service requests and escalations. Partner with internal IT groups to troubleshoot issues, resolve escalations, and implement performance improvements. Support annual budgeting, forecasting, and resource planning for service delivery functions. Contribute to the technology roadmap and ensure alignment between business strategy and IT initiatives. Assess business processes, identify gaps, and support integration efforts across systems and applications. Apply service management, project management, and architectural methodologies to improve reliability and efficiency. Coordinate with external partners and outsourcing teams to ensure seamless execution of support activities. Provide reporting, insights, and recommendations to leadership on service performance and improvement opportunities. Required Experience, As a trusted staffing partner to industry-leading companies, FocusPoint provides access to roles that align with your professional goals, and we advocate for your success throughout the recruitment process. Our team understands appropriate skillsets and takes a consultative approach ensuring that each match is grounded in both experience and fit. How to Apply To ensure confidentiality and alignment with our client s hiring process, all applications must be submitted through FocusPoint. Please do not attempt to contact the client directly. Interested candidates should reach out to FocusPoint s recruitment team with any questions. About FocusPoint: FocusPoint specializes in connecting top-tier professionals with exceptional opportunities in accounting, technology, healthcare, and leadership. We prioritize building meaningful connections, ensuring candidates find roles that align with their skills, goals, and passions.

Bachelor s degree OR equivalent combination of education and experience. 8+ years of experience in IT service delivery, infrastructure, or related technical leadership roles. 2+ years of people leadership experience. Strong understanding of IT governance, service management frameworks, and solution delivery methodologies. Demonstrated ability to manage across organizational lines and influence stakeholders. Proven capability to learn business processes quickly and apply that knowledge to technology decisions. Experience working with offshore teams is strongly preferred. Core Competencies Change agility Collaboration Decision making Drive for results Team building Relationship management Strategic planning Communication excellence Why This Role Matters This leader ensures the business has the reliable, responsive, and strategically aligned IT services required to operate efficiently and scale effectively. You will influence technology direction, strengthen operational performance, and help shape a modern service delivery culture.