Interim Service Delivery Leader (Contract)

Pioneer Management Consulting; Oregon; Hybrid; USD 96,000 - 131,000; Full time

Job summary

Pioneer Management Consulting is seeking an experienced Service Delivery Leader to provide hands-on interim management for Service Desk, Desktop Support, and end-user technology services. The consultant will stabilize daily operations, clarify ownership, and implement improvements to service management.

This 1099 contract focuses on day-to-day delivery, staff leadership, customer experience, and reliable performance reporting.

Qualifications

• Strong leadership and staff development capabilities.
• Experience supervising customer-facing technical teams.
• Expertise in incident handling, escalation, and service continuity.

Responsibilities

• Direct and coordinate Service Desk, Desktop Support, end-user incident support and related services.
• Supervise staff and contractors; set expectations, coach, review performance and coverage.
• Maintain service continuity through clear intake, triage, escalation, communication, and recovery practices.
• Translate priorities into staffing plans, procedures, schedules, targets, and assignments.
• Coordinate with infrastructure, cybersecurity, applications, PMO, and vendors to resolve issues and recurring problems.
• Manage customer communication and escalation for high-impact issues and service disruptions.
• Monitor performance metrics, backlogs, aging, first-contact resolution, vendor performance, and risks.
• Improve knowledge articles, SOPs, self-service content, onboarding/offboarding, and cross-training.
• Support budget, purchasing, hardware/software requests, resource planning, and vendor oversight; escalate strategic decisions.
• Provide recurring reporting on service health, incidents, requests, customer experience, staffing, capacity, risks, and leadership decisions.

Job description

Pioneer Management Consulting is seeking an experienced Service Delivery Leader to provide hands-on interim management for Service Desk, Desktop Support, and end-user technology services. The consultant will stabilize daily operations, clarify ownership, and implement improvements to service management.

This 1099 contract focuses on day-to-day delivery, staff leadership, customer experience, and reliable performance reporting.