Job Description

Hiring: W2 Candidates Only

Visa: Open to any visa type with valid work authorization in the USA

Summary

IT Service Delivery Managers ensure efficient and high-quality delivery of IT services to meet business needs. They manage service teams, monitor performance, and maintain service-level agreements (SLAs).

Key Responsibilities

1. Oversee IT service delivery operations.
2. Ensure adherence to SLAs and performance targets.
3. Manage and mentor service teams.
4. Monitor service performance and implement improvements.
5. Coordinate with internal and external stakeholders.
6. Implement ITIL processes for service management.
7. Handle escalations and ensure timely resolution.
8. Prepare reports on service metrics and performance.
9. Drive continuous improvement initiatives.
10. Maintain documentation and service delivery standards.

Qualifications

• Bachelor s in IT, Computer Science, or related field.
• 5+ years of experience in IT service management.
• Strong knowledge of ITIL and service delivery processes.
• Excellent leadership, communication, and problem-solving skills.

Preferred Skills/Duties

• ITIL Expert or Practitioner certification.
• Experience with IT service management tools (ServiceNow, BMC Remedy).
• Ability to manage vendor relationships.
• Strong analytical and strategic thinking skills.

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