24x7 IT Service Delivery Lead

Softthink Solutions Inc

Santa Monica (CA)

On-site

USD 120,000 - 170,000

Full time

14 days+

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Job summary

Softthink Solutions Inc. is seeking a Service Delivery Manager / Project Manager for an onsite role in Santa Monica, CA.

The candidate must be a US citizen or eligible to work in the United States and will lead service delivery, project coordination, and SLA performance for a 24x7 service desk in a municipal context. Key responsibilities include coordinating service desk operations, incident handling, and stakeholder communications; preparing reports and QBRs; and ensuring adherence to ITIL

Qualifications

Experience managing IT service desk or IT service delivery operations.
Familiarity with SLA and incident management.
Experience in ITIL-aligned service desk environments.
Understanding of coordinating multi-team projects.

Responsibilities

Manage overall service delivery and ensure compliance with contractual and SLA requirements.
Coordinate service desk operations, staffing, schedules, and escalations.
Act as the primary point of contact for City stakeholders.
Monitor service performance, incidents, risks, and corrective actions.
Prepare and present service reports and quarterly business reviews (QBRs).
Coordinate onboarding, onsite immersion, knowledge transfer, and staff transitions.
Ensure proper use of ServiceNow and adherence to documented processes.