IT Service Delivery Lead: ITSM & Customer Experience

Coconino County Sheriff's Office (Patrol); Flagstaff (AZ); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Vacation/Annual Leave

Health Care Insurance

Dental Plan

Vision Plan

Wellness Program

Long-Term Disability

Job summary

Coconino County is seeking a proactive IT Manager of Service Delivery to lead the ITSM program, drive customer-centric service improvements, and oversee end-user technology support and asset management. This role partners with county departments and leadership to ensure secure, reliable services aligned with county priorities.

The position emphasizes ITIL-aligned practices, data-driven decision making, and cross-functional collaboration, with in-office work and limited remote options.

Qualifications

• Bachelor’s degree in Computer Information Systems, MIS, or closely related field with 2 years of programming/systems analysis experience; or an Associate degree with 3 years of relevant experience; or 4 years of relevant experience.
• Experience leading ITSM/ITIL-aligned practices and service delivery optimization.
• Experience administering enterprise ITSM platforms (e.g., ServiceNow, Ivanti, Freshservice, Jira Service Management) and collaborating with multi-disciplinary teams.

Responsibilities

• Lead ITSM program including Incident, Request, Problem, Change, Knowledge, and Asset Management for County IT services.
• Establish SLAs, KPIs, and dashboards; monitor performance and drive improvements based on data and feedback.
• Manage budgets, contracts, procurement, lifecycle forecasts, and vendor relationships for Service Delivery operations.

Skills

ITIL 4

ITSM

Leadership

Customer engagement

Vendor management

Education

Bachelor’s degree in Computer Information Systems / MIS

OrAssociate degree + 3 years in programming/systems analysis

4 years programming/systems analysis experience

Tools

ServiceNow

Ivanti

Freshservice

Jira Service Management

Microsoft 365

Job description

Coconino County is seeking a proactive IT Manager of Service Delivery to lead the ITSM program, drive customer-centric service improvements, and oversee end-user technology support and asset management. This role partners with county departments and leadership to ensure secure, reliable services aligned with county priorities.

The position emphasizes ITIL-aligned practices, data-driven decision making, and cross-functional collaboration, with in-office work and limited remote options.