IT Service Delivery Manager

Our client is seeking an experienced Service Delivery Manager to lead IT support operations, service desk performance, and end-user technology services across the organization. This leadership role will oversee a team responsible for delivering exceptional technical support while driving continuous improvement initiatives, service excellence, compliance, and operational efficiency.

The ideal candidate will bring a strong combination of people leadership, IT service management expertise, customer-focused support, and enterprise technology experience. Success in this role requires a hands-on leader who can manage day-to-day operations while developing long-term service strategies that improve user experience and business outcomes., Service Delivery & IT Operations

• Lead and manage daily Service Desk operations, ensuring service level agreements (SLAs) are consistently achieved.
• Own incident, service request, problem, and escalation management processes.
• Monitor service desk performance metrics, ticket trends, call volumes, and customer satisfaction indicators.
• Develop reporting dashboards and analytics to drive operational improvements and service excellence.
• Manage software licensing, hardware lifecycle management, asset tracking, and user provisioning processes.
• Ensure endpoint devices remain current, secure, and compliant through effective patching and update management practices.
• Oversee service desk tools, workflows, knowledge management platforms, and self-service resources.
• Drive continuous process improvement initiatives focused on efficiency, scalability, and customer experience.

Leadership & Team Development

• Lead, mentor, and develop Service Desk leadership and support teams.
• Conduct performance management activities including coaching, goal setting, reviews, and career development planning.
• Foster a collaborative, customer-first culture focused on accountability and service excellence.
• Ensure adherence to ITIL principles, operational standards, and organizational policies.
• Promote employee engagement, professional growth, and team effectiveness.

Vendor & Technology Management

• Manage vendor relationships and hold service providers accountable to contractual SLAs.
• Conduct vendor performance reviews and provide recommendations regarding service improvements and contract renewals.
• Oversee technology inventory management and license compliance programs.
• Partner with internal stakeholders and IT teams to deliver support and infrastructure initiatives.

Infrastructure, Security & Compliance

• Support enterprise environments including Windows, macOS, iOS, and Android platforms.
• Oversee Microsoft 365 technologies including Exchange, Teams, SharePoint, and Office applications.
• Ensure compliance with security, governance, and regulatory requirements.
• Participate in disaster recovery planning, business continuity testing, and operational readiness activities.
• Maintain accurate documentation, policies, procedures, and operational standards.

Work Arrangement: Hybrid (4 days onsite, 1 day remote after successful completion of 90-day onsite training period), * Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field; equivalent experience considered.

• 2+ years of leadership experience within an IT Service Desk, End User Support, or IT Operations environment.
• Experience managing IT service delivery, operational metrics, and SLA attainment.
• Proven success leading and developing technical support teams.
• Strong background in vendor management and escalation management.
• Experience troubleshooting enterprise applications and client/server technologies.
• Hands-on experience supporting Windows, macOS, iOS, and Android environments.
• Experience with Microsoft 365 technologies including Exchange, SharePoint, Teams, and Office 365.
• Working knowledge of ITIL frameworks and IT Service Management best practices.
• Experience with incident, problem, change, and request management platforms.
• Excellent communication, organizational, and stakeholder management skills.
• Strong analytical, problem-solving, and root cause analysis capabilities., * ITIL Certification.
• Experience with Microsoft Intune, Endpoint Central, or similar endpoint management tools.
• Experience with CMDB administration, workflow automation, and service catalog management.
• Exposure to networking, VoIP, telecommunications, and infrastructure support environments.
• Experience building executive-level dashboards and operational reporting.