Global IT Service Delivery Lead

A.C.Coy; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

A.C.Coy in the United States seeks a Senior Service Management Leader to oversee day-to-day operations of the Service Management organization, ensuring stable, high-quality service delivery and adherence to SLAs.

You will govern MSP performance, resolve complex escalations, partner with IT leadership and business stakeholders, and drive process improvements to enhance customer experience and operational efficiency.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years of ServiceDesk management experience for a global organization.
• 5+ years of ServiceNow platform experience (specifically ITSM/ITAM).

Responsibilities

• Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations.
• Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality, and compliance.
• Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams.
• Champion end-user and customer experience by addressing service concerns and managing VIP escalations.
• Identify operational bottlenecks and implement process improvements to enhance service efficiency.
• Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams.

Skills

Leadership

Stakeholder communications

Process improvement

Cross-functional coordination

Education

Bachelor's degree or equivalent work experience

Tools

ServiceNow ITSM/ITAM

Job description

A.C.Coy in the United States seeks a Senior Service Management Leader to oversee day-to-day operations of the Service Management organization, ensuring stable, high-quality service delivery and adherence to SLAs.

You will govern MSP performance, resolve complex escalations, partner with IT leadership and business stakeholders, and drive process improvements to enhance customer experience and operational efficiency.