Sr. Manager, IT Service Delivery

The Senior Manager of IT Service Delivery is responsible for leading the strategic planning, execution, and continuous improvement of IT services across the organization. This role ensures the delivery of reliable, secure, and customer-centric IT services that align with business objectives and support operational excellence. The position also oversees ITSM processes including incident, problem, and change management, ensuring adherence to industry best practices and regulatory standards.

RESPONSIBILITIES 

Strategic Leadership

• Define and execute the IT service delivery strategy in alignment with business goals and digital transformation initiatives.
• Collaborate with senior leadership to translate business needs into actionable IT service plans.

Service Management & Operations

• Lead the design, implementation, and optimization of ITSM processes (ITIL-based), ensuring consistent and high-quality service delivery.
• Oversee incident, problem, and change management to minimize disruptions and enhance service reliability.
• Develop and monitor KPIs, SLOs and SLAs to measure service performance and drive continuous improvement.

Financial & Vendor Management

• Manage the IT service delivery budget, ensuring cost-effective operations and strategic resource allocation.
• Lead vendor and contract management, ensuring compliance with service agreements and performance standards.

Compliance & Security

• Ensure IT services comply with relevant regulations and standards (e.g., PCI, NIST).
• Implement and maintain robust security measures to protect organizational data and infrastructure.

Team Leadership & Collaboration

• Mentor and develop a high-performing IT service delivery team, fostering a culture of accountability, innovation, and excellence.
• Partner with cross-functional teams including project managers, engineers, and business leaders to ensure IT services meet evolving organizational needs.

EDUCATION & EXPERIENCE

• Bachelor’s degree in information technology, Computer Science, or related field
• Minimum of 10 years of experience in IT service delivery, with at least 5 years in a leadership role, preferably within the construction or engineering sector.
• Strong understanding of IT service management frameworks (e.g.,ITIL), project management methodologies, and process improvement practices.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously while maintaining a focus on service quality.
• Excellent verbal and written communication skills, with the ability to present complex information clearly to non-technical stakeholders.
• Strong analytical and problem-solving abilities to address service delivery challenges and implement effective solutions.

COMPENSATION

The approximate compensation range for this position $150,000 - $175,000 per year. This compensation range is a good faith estimate for the position at the time of posting. Actual compensation is dependent upon factors such as education, qualifications, experience, skillset, and physical work location.   

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