> Markdown version of [/jobs/ext/1768673-it-service-delivery-manager](https://www.wearedevelopers.com/jobs/ext/1768673-it-service-delivery-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** CAI, Inc. - **Location:** Austin, TX, United States - **Experience:** Experienced - **Salary:** $115,000.0 - $125,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Genesys, Virtual Agents, Servicenow - **Published:** July 12, 2026 - **Apply:** https://www.austinjobsite.com/job.asp?id=3317477586&tx=IT9386THI&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54 ## About the Role We are seeking an experienced Service Delivery Manager to lead and optimize IT service desk operations for a key client engagement. This is a hybrid role requiring 40% onsite presence at our client's location in Austin, TX. The ideal candidate is a proven service delivery leader with deep service desk roots, a passion for continuous improvement, and the ability to build strong client relationships while driving team performance. This position is full-time and hybrid (Austin, Texas)., * 5+ years of experience in IT service desk or end-user support operations * 2+ years in a Service Delivery Management, Operations Manager, or Team Lead role * Experience supporting public sector or enterprise clients * Experience with contact center platforms (Talkdesk, Genesys, or similar) * Demonstrated ability to manage client relationships in a managed services or outsourced IT environment * Strong working knowledge of ITSM frameworks (ITIL v3 or v4 preferred) * Experience with ticketing and ITSM platforms - ServiceNow experience strongly preferred * Proven track record of driving measurable improvements in FLR, CSAT, or SLA performance * Excellent communication, presentation, and stakeholder management skills * Must be local to and able to work onsite 40% of the time in Austin, Texas metro area Preferred * ITIL Foundation certification (or higher) * Familiarity with AI-driven service desk tools, virtual agents, or automation technologies * HDI Support Center Manager (HDI-SCM) or similar certification Physical Demands * Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards * Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. * Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor ## Description As a Service Delivery Manager, you will lead and optimize IT service desk operations for a key client engagement in Austin, Texas., * Serve as the primary point of contact for service delivery, owning the day-to-day operational health of the IT service desk * Build and maintain strong client relationships, ensuring service levels, KPIs, and contractual obligations are consistently met or exceeded * Lead, coach, and develop a team of service desk analysts and team leads, fostering a culture of accountability and continuous improvement * Monitor and analyze performance metrics (FLR, AHT, CSAT, SLA/SLO compliance) and drive corrective action where needed * Partner with internal stakeholders and client leadership on escalation management, capacity planning, and service improvement initiatives * Champion shift-left strategies and self-service adoption to reduce ticket volume and improve end-user experience * Oversee incident management processes, ensuring timely resolution and clear communication during major incidents * Support workforce management, scheduling, and staffing decisions to meet volume demands and service targets * Collaborate with the ITSM Center of Excellence to align on platform governance, ServiceNow workflows, and reporting standards * Contribute to business reviews, reporting, and executive-level presentations on service performance ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Guiding Agentic AI with Vue](https://www.wearedevelopers.com/videos/2033-guiding-agentic-ai-with-vue) - [AI in Leadership: How Technology is Reshaping Executive Roles](https://www.wearedevelopers.com/videos/1705-ai-in-leadership-how-technology-is-reshaping-executive-roles) - [The AI-Native Software Team: How Agents Are Rewriting the SDLC](https://www.wearedevelopers.com/videos/100263-the-ai-native-software-team-how-agents-are-rewriting-the-sdlc) ## Related Articles - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)