Information Technology Service Delivery Manager

Insight Global; Greenville (SC); Hybrid; USD 80,000 - 95,000; Full time

Job summary

A leading recruiting firm in Greenville, SC, is seeking an Infrastructure Analyst to lead their Priority 1 incident management team. The role involves coordinating critical incident responses, facilitating communication among technical teams, and leading post-incident reviews. Ideal candidates will have over 5 years of IT Service Management experience, strong ITIL knowledge, and excellent communication skills. This position offers a full-time employment type with a salary range of $80,000.00 to $95,000.00 per year in a hybrid work environment.

Qualifications

• 5+ years of experience in IT Service Management or Incident Management in a large enterprise.
• Strong understanding of ITIL practices, especially Incident and Problem Management.
• Proven ability to manage high-pressure situations with multiple stakeholders.
• Excellent communication and facilitation skills, both written and verbal.

Responsibilities

• Coordinate the end-to-end response to critical incidents.
• Act as the primary liaison between tiered support teams.
• Lead post-incident reviews to identify root causes.

Skills

IT Service Management

Incident Management

ITIL practices

Communication

Problem Solving

Analytical Thinking

Tools

ServiceNow

Job description

Overview

Insight Global is seeking an Infrastructure Analyst to join a large enterprise client, serving as the lead for their Priority 1 incident management team. This role is responsible for coordinating the end-to-end response to critical incidents, ensuring swift resolution and minimal business impact. The analyst will act as the primary liaison between tiered support teams—including Service Desk, technical support, application owners, and business units—facilitating real-time communication and escalation. They will provide timely updates to executive leadership throughout the incident lifecycle, maintain accurate documentation in the ITSM platform (e.g., ServiceNow), and lead post-incident reviews (PIRs) to identify root causes and drive continuous improvement. Additionally, the analyst will take ownership of Problem Management activities, ensuring that recurring issues are addressed and resolved to prevent future disruptions.

Schedule: Monday- Friday, 8am-5pm, Hybrid (3 days a week onsite – Wednesday Mandatory)

Responsibilities / Qualifications

Required Skills & Experience:

• 5+ years of experience in IT Service Management or Incident Management in a large enterprise.
• Strong understanding of ITIL practices, especially Incident and Problem Management.
• Prioritization of incidents based on impact and urgency.
• Understanding of how Infrastructure, Networks and Data Centers in an enterprise environment work.
• IT ticketing investigation and resolution to create solutions that prevent recurrence.
• Proven ability to manage high-pressure situations with multiple stakeholders.
• Excellent communication and facilitation skills, both written and verbal.
• Strong soft skills – communication, problem solving, analytical thinking.

Nice to Have Skills & Experience:

• IT Project Management Experience
• Experience with ServiceNow
• Experience with an ITSM Tool (e.g., Remedy or Salesforce)
• Familiarity with Lean or Agile methodology

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Engineering Services
• IT System Operations and Maintenance
• IT Services and IT Consulting

Base pay range: $80,000.00/yr - $95,000.00/yr

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