IT Service Delivery Manager (Hybrid)

POSITION TITLE: IT Service Delivery Manager (Hybrid)

LOCATION: Glen Rock NJ – (3 days in the office/ 2 days remote)

COMPANY OVERVIEW:

Applegreen is an Irish owned company that operates 150+ travel plaza locations across the U.S. and is dedicated to delivering exceptional service to our travelers. We prioritize innovation and customer satisfaction, striving to set industry benchmarks through our commitment to excellence.

We also operate in Ireland, Northern Ireland and the United Kingdom. Applegreen is the largest Travel Plaza Operator in these territories, operating Global Brands such as Chick-fil-a, Burger King, Shake Shack, Dunkin, Popeyes and Starbucks to name a few.

https://www.applegreen.com/

POSITION SUMMARY:

We are seeking a dynamic and experienced Service Delivery Manager who will play a pivotal role in overseeing our IT service desk operations. The ideal candidate will possess deep expertise in IT Service Management (ITSM), ITIL frameworks, and proficiency in managing FreshService or similar ITSM platforms. This role reports to the Director, Infrastructure and Operations and requires strong leadership skills, a data-driven approach to decision-making, and the ability to drive innovation in our support services.

KEY RESPONSIBILITIES:

• Lead and manage the IT service desk team, ensuring efficient and effective service delivery across all Applegreen sites.
• Effectively manage offshore Level 1 service desk and 3rd party field support organization.
• Implement and enforce ITIL best practices within the service desk operations to optimize service delivery processes.
• Utilize data analytics to monitor service desk performance, identify trends, and implement proactive measures for continuous improvement.
• Prepare and deliver comprehensive monthly reports to senior leadership, highlighting key performance metrics, trends, and areas for improvement.
• Collaborate with cross-functional teams to develop and implement innovative support strategies that enhance service delivery and customer satisfaction.
• Ensure adherence to SLAs and KPIs, and take corrective actions as necessary to meet or exceed service level commitments.
• Drive the implementation and optimization of FreshService or similar ITSM tools, leveraging automation and self-service capabilities to improve efficiency and user experience.
• Foster a culture of service excellence, mentorship, and continuous learning within the service desk team.
• Stay abreast of industry trends and emerging technologies in ITSM and service delivery management.

ESSENTIAL SKILLS AND EXPERIENCE:

• Proven experience (5 or more years) in a Service Delivery Manager or similar leadership role within a large-scale organization
• Experience in managing service desk operations across multiple locations is strongly preferred.
• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• Experience managing 3rd party partners for L1 support and/or field support.
• Hands-on experience with FreshService or comparable ITSM platforms highly desirable.
• Strong analytical skills with the ability to interpret data, generate insights, and drive informed decision-making.
• Excellent leadership, communication, and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
• Demonstrated ability to lead and motivate a geographically dispersed team.

Applegreen is an equal opportunity employer