IT Service Delivery Manager
Core
Managing daily operational health of an IT service desk, leading analysts, and ensuring service levels and client commitments are met.
Role type
Senior IT Service Delivery Manager
Builds
IT service desk operations and client service delivery
Domain
IT Service Management (ITSM) / Public Sector & Enterprise
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
IT service desk operations, Service Delivery Management, client relationship management, ITSM frameworks, ticketing platforms, performance metrics analysis, team leadership, incident management, workforce management, platform governance
Preferred skills
AI-enabled service desk tools, virtual agents, automation technologies
Technologies
Genesys, ServiceNow, AI, ITIL, ITSM
Responsibilities
Own daily operational health of the IT service desk, develop and sustain strong client relationships, lead and coach service desk analysts, track and interpret performance metrics, work with partners on escalations and capacity planning, promote shift-left approaches and self-service adoption, oversee incident management, support workforce management, collaborate on platform governance, contribute to business reviews and executive presentations
Seniority
Senior, hands-on IC with team leadership
