Information Technology Service Delivery Manager

The Talent Source Inc; United States; Sur place; USD 120 000 - 150 000; Plein temps

Avantages offerts par ce poste

Competitive base salary + annual bonus

401(k) with company match

Certification reimbursement

Résumé du poste

The Talent Source Inc is looking for an experienced IT Service Delivery Manager to lead governance across a rapidly growing organization. This role ensures high-quality enterprise IT services while managing a dynamic MSP relationship.

You will oversee service quality, accountability, and user experience, with responsibilities including SLA management, incident coordination, and strategic stakeholder engagement. A competitive salary and significant growth opportunities are offered during this transformation period.

Qualifications

• 8+ years of progressive IT Service Delivery or IT Operations experience.
• 3+ years owning MSP/vendor relationships from the client side.
• Strong understanding of ITIL/ITSM operational governance.

Responsabilités

• Serve as primary operational leader for MSP relationship.
• Own SLA/KPI performance management.
• Lead Major Incident Management coordination.

Connaissances

IT Service Delivery

Vendor Management

ITIL

Jira Service Management

Cloud Technologies

Outils

Jira Service Management

Microsoft 365

Azure

Description du poste

Overview

The Talent Source has partnered with a rapidly growing private equity-backed infrastructure services organization in the search for an experienced IT Service Delivery Manager to lead enterprise IT service governance across a highly distributed North American operating environment. This organization supports 1,800+ users across multiple operating companies and is experiencing aggressive growth through acquisitions and operational transformation initiatives. Reporting into Infrastructure Leadership, this is a highly visible role responsible for owning the strategic operational relationship with a newly established Managed Service Provider (MSP) while driving enterprise-wide IT service quality, governance maturity, operational accountability, and end-user experience.

Key Responsibilities

• Serve as the primary client-side operational leader and escalation point for the MSP relationship across Service Desk, Workplace Services, Cloud Operations, Network, Disaster Recovery, and ITSM governance
• Own SLA/KPI performance management including P1 response, ticket aging, resolution metrics, CSAT, and operational reporting
• Lead recurring governance cadences including weekly operational reviews, Monthly Business Reviews (MBRs), executive reviews, and Change Advisory Board (CAB) processes
• Partner with the MSP to mature ITSM processes including Incident, Change, Problem, Access, Request Fulfillment, and Event Management
• Lead enterprise-side Major Incident Management coordination, executive communications, and post-incident reviews
• Support multi-wave operating company migrations and M&A integration efforts including knowledge transfer, runbooks, communications, and BAU transition planning
• Maintain oversight of MSP contractual obligations including MSA/SOW governance, amendments, invoice validation, and consumption-based commercial models
• Drive ITSM reporting quality, trend analysis, service optimization, and executive-level operational reporting
• Partner cross-functionally with business stakeholders across operations, HR, finance, and corporate leadership to prioritize service improvements and operational initiatives

Required Qualifications

• 8+ years of progressive IT Service Delivery or IT Operations experience
• 3+ years owning MSP/vendor relationships from the client side
• Proven experience supporting enterprise environments with 1,500+ distributed users across multiple sites or operating companies
• Strong understanding of ITIL/ITSM operational governance and service management disciplines
• Experience with Jira Service Management and modern ITSM tooling
• Familiarity with Microsoft cloud technologies including M365, Entra ID, Azure, Active Directory, and endpoint management platforms such as NinjaOne
• Ability to assess technical root cause explanations and effectively challenge vendor recommendations when needed
• Strong commercial/vendor governance experience including SOWs, SLAs, and consumption-based billing models
• Executive-level written and verbal communication skills

Preferred Qualifications

• ITIL v4 Practitioner or Managing Professional certification
• Experience in private equity-backed or acquisition-driven organizations
• Experience building or operationalizing MBR/QBR governance models with MSP providers
• Background in infrastructure, industrial services, construction, utilities, or distributed workforce environments
• Familiarity with enterprise security and SASE platforms including SentinelOne, Rapid7, Checkpoint Harmony, and Cato Networks

What’s Offered

• Competitive base salary + annual bonus
• 401(k) with company match
• High visibility with executive leadership
• Opportunity to help shape enterprise IT operations during a period of rapid growth and transformation
• Certification reimbursement and professional development support

If you are interested in learning more — or know someone who may be a strong fit — please reach out directly.