Senior IT Service Delivery Manager

Job Summary

A company is looking for a Senior Manager of IT Service Delivery.

Key Responsibilities

• Own and continuously improve IT service delivery processes aligned with ITIL best practices
• Serve as the primary escalation point for high-impact incidents and lead cross-functional responses
• Manage service performance through KPIs and SLAs, delivering executive-ready reporting

Required Qualifications

• 5+ years of experience in IT service delivery, IT operations, or service management in an enterprise environment
• Hands-on experience with ITSM tools and workflows, specifically with ServiceNow
• Strong working knowledge of ITIL practices with experience in governance and continuous improvement
• Experience supporting End-user Computing and workplace technologies, including Windows and macOS
• Familiarity with collaboration platforms such as Microsoft 365, Teams, Slack, Zoom, or Google Workspace