Service Delivery Manager

Why Work for Park Lawn Corporation?

Service

• At every level, our dedicated team members display a strong work ethic and commitment to our core values, respect for the family, the profession, and the individual.
• Work with leading experts in the funeral and cemetery profession.

Benefits

• Financial assistant programs encouraging employees through education and development in industry related subjects.
• Robust Health and Welfare Plans, and savings account options, designed to support your personal needs, enhance well-being and help navigate life’s challenges.
• Rich 401k and Roth Retirement Plan options available for both Full Time and Part Time employees along with a Company Match.
• Variety of Vacation, Personal Days and Sick Days based on your role emphasizing the importance of physical and emotional replenishment for our team.
• Employee Discounts on services, merchandise, and property to help our team members in their time of need.

Culture

• We value honesty, courage, integrity, ethical behavior and the development of personal growth.
• We are rooted in the communities to provide a personal touch to every family we serve.
• We believe in the value of funeral and cemetery service, drawing on decades of experience to create the best experience for our families.

Summary/Objective

This role is responsible for overseeing and managing the delivery of high-quality IT support services to Park Lawn Corporation’s corporate offices, field locations, and funeral home staff. This role ensures that the IT Help Desk functions efficiently, meets service level expectations, and supports proprietary systems such as FaCTS along with standard desktop and infrastructure technologies. The Service Delivery Manager will lead help desk staff, align support efforts with business priorities, and continuously improve service operations.

Essential Functions

• Manages and leads the IT Help Desk team, ensuring timely and effective resolution of incidents and service requests.
• Develops and maintains service delivery standards and service level objectives (SLOs) for Tier 1, 2, and 3 support.
• Coordinates with IT infrastructure, security, and application teams to ensure integrated service delivery.
• Ensures proper ticket tracking, escalation, and closure using the organization’s ITSM platform.
• Oversees support operations for proprietary systems including FaCTS, and standard technologies such as Microsoft 365, Teams, and endpoint devices.
• Conducts regular service reviews and performance reporting to track help desk effectiveness and user satisfaction.
• Develops, implements, and updates operational procedures and knowledge base documentation.
• Leads continuous improvement initiatives by analyzing service metrics and identifying areas for operational optimization.
• Acts as the point of escalation for major incidents and coordinate incident response with appropriate technical teams.
• Partners with HR and field leaders to ensure smooth onboarding and offboarding processes involving IT support.
• Performs other duties, as assigned.

Competencies

• Detail Orientation.
• Communication Proficiency.
• Teamwork Orientation.
• Customer Service Orientation.
• Time Management.

Required Education, Experience, Certifications and Licensure 

• Bachelor’s degree in Information Technology, Computer Science, or equivalent job experience in lieu of degree.
• 5+ years of experience in IT service delivery or technical support, with at least 2 years in a leadership capacity.
• Experience managing IT support operations in a multi-site or geographically distributed organization.
• Valid state issued driver’s license in good standing and acceptable driving record required.

Preferred Education, Experience, Certifications and Licensure

• ITIL certification or equivalent service management training.
• Experience supporting proprietary systems such as FaCTS.
• Knowledge of change management and cybersecurity incident response procedures.

Additional Eligibility Qualifications

• Ability to read, write and speak English fluently. Bilingual is a plus.
• Effective and professional communication skills, with an emphasis on verbal skills.
• Strong leadership and team development skills with a customer-first mindset.
• Excellent problem-solving and communication skills, with experience managing incident escalations.
• Proficiency with I