Senior Service Delivery Manager, IT
Core
Lead and continuously improve the firm's IT service delivery and end-user support function, overseeing day-to-day operations, service levels, and process transformation.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
End-user support operations, service management practices, and employee experience
Domain
Financial Services / IT Service Management
Deliverable
dashboards & analysis
Required skills
IT Service Management, Freshservice administration, team leadership, SLA/KPI management, process improvement, automation, incident management, stakeholder communication
Preferred skills
ITIL 4 certification, financial services experience
Technologies
Freshservice, ServiceNow, Jira Service Management
Responsibilities
Lead end-user support operations across multiple offices; oversee ticket queues, workloads, and escalations; own the ITSM platform (Freshservice) including configuration, workflows, and automation; establish and manage SLAs, OLAs, and KPIs; lead incident and problem management; manage and develop the IT Operations team.
Seniority
Senior, hands-on IC with team leadership