IT Service Delivery Manager

ClearBase Solutions Group is an Oklahoma City-based technology services provider delivering managed IT, network management, IT security, and technical support to business clients. We run the day-to-day technology operations our clients depend on, and we are adding an IT Service Delivery Manager to own how those services are measured, maintained, and improved., As an IT Service Delivery Manager, you are accountable for the quality and reliability of services delivered to clients, owning the service levels we commit to, the processes that govern incidents and changes, and the reporting that proves performance. This is a hands-on management role, you will both direct the work and produce the reporting yourself, and you will stand in front of stakeholders for what the numbers say., * Own service level agreements and operating level agreements for assigned client services: set targets, monitor attainment, document breaches, and drive corrective plans to recovery

• Maintain the service catalog so every service has a clear definition, an owner, and a defined support tier
• Operate incident, problem, and change management processes end to end, including prioritization rules, escalation paths, and change scheduling against risk criteria and maintenance windows
• Coordinate major incident response as the point of contact between technical teams and client stakeholders, with status communication at defined intervals until resolution
• Keep problem records open until verified remediation of root cause, not closure by workaround
• Produce regular service performance reporting: SLA attainment, incident volume and trends, first-contact resolution, mean time to resolve, and backlog aging
• Lead service review meetings with clients using prepared, accurate performance material
• Identify and execute service improvement initiatives from measured data, with documented rationale and tracked results
• Coordinate workload distribution and ticket quality review for support personnel
• Manage third-party vendor performance against contract terms; escalate provider failures and contribute to contract renewals
• Support onboarding of new services into support including documentation, training, and readiness sign-off, before handover to operations
• Participate in budget planning for service delivery functions, including tooling, support contracts, and staffing

• Six or more years in IT operations or service management, including at least two years in service delivery, service desk leadership, or comparable management capacity
• Direct ownership of SLAs and formal incident, problem, and change processes in a production environment
• Experience producing service performance reporting and presenting it to senior or client stakeholders
• Working knowledge of ITIL practices, formal certification or not
• Hands-on capability with an ITSM platform - ServiceNow, Freshservice, Jira Service Management, or equivalent, including configuration and reporting
• Experience coordinating major incidents through to written post-incident review
• Supervisory or coordination experience over support personnel
• Strong written and verbal communication skills; this role is accountable for what stakeholders are told during service disruptions
• Willingness to work on-site in Oklahoma City, with on-call availability for major incidents

Preferred Qualifications

• ITIL 4 Foundation certification or higher
• Experience managing service delivery across multiple clients or business units
• Vendor contract management exposure, including service credit provisions
• Familiarity with availability, capacity, and continuity management processes
• Background in industries prominent in the Oklahoma City market like financial services, healthcare, energy, or government contracting
• Budgetary responsibility for a support or service delivery function

• Salary range of $85,000-$97,000 annually, commensurate with experience and qualifications
• Health, dental, and vision insurance
• Paid time off and company-observed holidays
• 401(k) with company match
• Certification reimbursement for ITIL and vendor credentials, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance