Service Delivery Manager
Core
Lead the transition of IT support services from an external Managed Service Provider to an in-house model, building a high-performing Service Desk and establishing internal capability.
Role type
Senior Service Delivery Manager (IT Service Transformation)
Builds
Internal Service Desk operations, service catalogues, workflows, and self-service capabilities
Domain
IT Service Management / Enterprise Technology Support
Required skills
IT Service Desk leadership, service transition management, team building and coaching, ITIL-aligned service management, stakeholder management, Microsoft 365 administration, vendor management
Preferred skills
Experience transitioning IT services from outsourced to internal models, knowledge of endpoint management and identity access management, ITIL certification
Technologies
Jira Service Management, ServiceNow, Microsoft 365
Responsibilities
Lead day-to-day operations of the internal Service Desk, manage incidents and escalations, optimize service workflows and knowledge bases, manage technology vendors, drive continuous improvement initiatives
Seniority
Senior, hands-on IC with leadership responsibilities