IT Service Delivery Program Manager
Core
Oversees IT service management and operations to deliver high-quality service to end users and ensure service support processes meet client needs.
Role type
IT Service Delivery Program Manager
Builds
IT service management framework, governance structure, and operational processes aligned with IT department goals.
Domain
IT Service Management (ITSM) / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Management, Demand Management, Change Management, Problem Management, Incident Management, SLA/OLA management, Vendor management, Process improvement, Technical writing, Knowledge base development
Preferred skills
ITIL v3/v2011/v4 Foundation Certification, ServiceNow development, Manufacturing environment experience
Technologies
ServiceNow, ITIL frameworks
Responsibilities
Create and deliver governance structure and service management framework; Lead continuous service improvement initiatives; Build relationships with business departments and Enterprise IT teams; Develop and maintain knowledge base, FAQs, and training materials; Analyze business processes to identify gaps and technology solutions; Produce health and KPI reports; Lead certification and recertification activities for IT service management compliance.
Seniority
Mid-Senior, hands-on IC
