Global ITSM Service Delivery Leader (ITAR)

Yochana; Atlanta (GA); Presencial; USD 150.000 - 190.000; Jornada completa

Descripción de la vacante

Yochana, Atlanta, seeks an experienced ITSM Service Delivery Manager to lead ITIL-based service management for a global manufacturing client. You will drive governance, process maturity, and service quality across complex infrastructure and applications, ensuring reliable delivery and strong customer satisfaction.

The ideal candidate has 15+ years in ITSM, deep ITIL expertise, and a proven track record managing large engagements with distributed teams.

Formación

• 15+ years of experience in IT Service Management (ITSM) leadership.
• Deep expertise in ITIL processes, service operations, and governance frameworks.
• Experience managing large customer engagements and executive stakeholders.
• Strong leadership and people management across distributed teams.
• Ability to manage high-priority escalations, major incidents, and service recovery in critical environments.
• Strong business acumen with growth and service improvement focus.
• Excellent communication, presentation, and stakeholder management skills.
• Experience in regulated environments with ITAR considerations is desirable.
• ITIL Foundation/Intermediate/Expert certifications preferred; leadership certs are a plus.

Responsabilidades

• Lead delivery and governance of ITIL-based service management for a global client.
• Drive process maturity, service quality, and customer satisfaction.
• Oversee operations across a complex infrastructure and application landscape.
• Foster continuous improvement and a high-performing team culture.

Conocimientos

ITSM leadership

ITIL processes

Large-scale service delivery

Executive stakeholder management

Distributed teams leadership

Incident management & service recovery

Business acumen

Communication & presentation

Regulated environments ITAR

ITIL certifications

Service governance frameworks

Descripción del empleo

Yochana, Atlanta, seeks an experienced ITSM Service Delivery Manager to lead ITIL-based service management for a global manufacturing client. You will drive governance, process maturity, and service quality across complex infrastructure and applications, ensuring reliable delivery and strong customer satisfaction.

The ideal candidate has 15+ years in ITSM, deep ITIL expertise, and a proven track record managing large engagements with distributed teams.