Information Technology Service Delivery Manager (Fully Remote)

A.C.Coy; United States; A distancia; USD 120.000 - 190.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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).

Responsabilidades

• 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.

Conocimientos

Leadership

Stakeholder communications

Process improvement

Cross-functional coordination

Educación

Bachelor's degree or equivalent work experience

Herramientas

ServiceNow ITSM/ITAM

Descripción del empleo

• 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.

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).

About the Role:

• 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.

A.C.Coy

A.C.Coy is an information technology services company that provides staffing and managed solutions. The organization focuses on operational excellence and client service delivery.