Manager, Service Delivery Management
Core
Lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives (Project LITE) while ensuring alignment with ITIL-based Service Delivery Management practices.
Role type
Manager, IT Service Delivery
Builds
Effective initiative delivery and operational support for ZOLL's global IT technology estate
Domain
Healthcare technology / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL V4 Foundation, ServiceNow platform expertise, cross-functional collaboration, strategic pipeline oversight, stakeholder liaison, data-driven reporting
Preferred skills
Team leadership and mentorship, process automation, continual service improvement
Technologies
ServiceNow, ITIL V4
Responsibilities
Manage undefined, cross-departmental, or emerging IT requests (Project LITE); Manage intermediate Service Delivery Managers; Produce regular reporting on intake volume, pipeline health, and service performance; Apply ITIL-based service delivery practices; Partner with ServiceNow developers to automate workflows; Drive continual service improvement
Seniority
Manager, hands-on IC with team leadership
