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# IT Service Delivery Manager

- **Company:** TALENT SOURCE LLC
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Active Directory, Microsoft Azure, Microsoft Online Services, Cloud Computing, Disaster Recovery, Information Technology Operations, Runbook, SentinelOne Expertise
- **Published:** August 9, 2026
- **Apply:** https://www.wayup.com/i-j-IT-Service-Delivery-Manager-The-Talent-Source-Inc-761475165224825/

## About the Role

? 8+ years of progressive IT Service Delivery or IT Operations experience
? 3+ years owning MSP/vendor relationships from the client side
? Proven experience supporting enterprise environments with 1,500+ distributed users across multiple sites or operating companies
? Strong understanding of ITIL/ITSM operational governance and service management disciplines
? Experience with Jira Service Management and modern ITSM tooling
? Familiarity with Microsoft cloud technologies including M365, Entra ID, Azure, Active Directory, and endpoint management platforms such as NinjaOne
? Ability to assess technical root cause explanations and effectively challenge vendor recommendations when needed
? Strong commercial/vendor governance experience including SOWs, SLAs, and consumption-based billing models
? Executive-level written and verbal communication skills
Preferred Qualifications

 * ITIL v4 Practitioner or Managing Professional certification
 * Experience in private equity-backed or acquisition-driven organizations
 * Experience building or operationalizing MBR/QBR governance models with MSP providers
 * Background in infrastructure, industrial services, construction, utilities, or distributed workforce environments
 * Familiarity with enterprise security and SASE platforms including SentinelOne, Rapid7, Checkpoint Harmony, and Cato Networks

## Description

The Talent Source has partnered with a rapidly growing private equity-backed infrastructure services organization in the search for an experienced IT Service Delivery Manager to lead enterprise IT service governance across a highly distributed North American operating environment.
This organization supports 1,800+ users across multiple operating companies and is experiencing aggressive growth through acquisitions and operational transformation initiatives. Reporting into Infrastructure Leadership, this is a highly visible role responsible for owning the strategic operational relationship with a newly established Managed Service Provider (MSP) while driving enterprise-wide IT service quality, governance maturity, operational accountability, and end-user experience.
This role is ideal for a service delivery leader who thrives in fast-paced PE-backed environments and understands how to balance operational execution, vendor accountability, ITSM process maturity, and business partnership across distributed operating companies., * Serve as the primary client-side operational leader and escalation point for the MSP relationship across Service Desk, Workplace Services, Cloud Operations, Network, Disaster Recovery, and ITSM governance

 * Own SLA/KPI performance management including P1 response, ticket aging, resolution metrics, CSAT, and operational reporting
 * Lead recurring governance cadences including weekly operational reviews, Monthly Business Reviews (MBRs), executive reviews, and Change Advisory Board (CAB) processes
 * Partner with the MSP to mature ITSM processes including Incident, Change, Problem, Access, Request Fulfillment, and Event Management
 * Lead enterprise-side Major Incident Management coordination, executive communications, and post-incident reviews
 * Support multi-wave operating company migrations and M&A integration efforts including knowledge transfer, runbooks, communications, and BAU transition planning
 * Maintain oversight of MSP contractual obligations including MSA/SOW governance, amendments, invoice validation, and consumption-based commercial models
 * Drive ITSM reporting quality, trend analysis, service optimization, and executive-level operational reporting
 * Partner cross-functionally with business stakeholders across operations, HR, finance, and corporate leadership to prioritize service improvements and operational initiatives


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