Information Technology Service Management Manager

Yochana; Atlanta (GA); Vor Ort; USD 150.000 - 190.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Jobbeschreibung

Job Title: ITSM Service Delivery Manager

Team Size: 60+

Job Type: Full-Time

Role Overview:

We are seeking an experienced ITSM Service Delivery Manager to lead the delivery and governance of ITIL-based service management team for a large, ITAR-compliant global manufacturing client. This role demands strong leadership, operational excellence, stakeholder management, and technical oversight to ensure reliable and efficient delivery services across a complex infrastructure & Application landscape. The successful candidate will be responsible for driving process maturity, service quality, customer satisfaction, and continuous improvement while fostering a high-performing and collaborative team environment.

Required Skills & Experience:

• 15+ years of experience in IT Service Management with a proven track record of leading large-scale service delivery organizations.
• Deep expertise in ITIL processes, service operations, and ITSM governance frameworks.
• Demonstrated experience managing large customer engagements, executive stakeholders, and complex service delivery environments.
• Strong leadership and people management capabilities with experience leading geographically distributed teams.
• Proven ability to manage high-priority escalations, major incidents, and service recovery activities in mission-critical environments.
• Strong business acumen with the ability to identify growth opportunities, drive service improvements, and contribute to accounting expansion.
• Excellent communication, presentation, analytical, and stakeholder management skills.
• Experience working in regulated environments with ITAR compliance considerations is highly desirable.
• ITIL Foundation/Intermediate/Expert certification preferred; advanced ITSM or leadership certifications are an added advantage.