IT Service Delivery Manager

Stefanini North America and APAC; Chicago (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading company is seeking an IT Service Delivery Manager to oversee IT services and manage relationships with MSPs. The role involves coordinating IT operations, ensuring effective service delivery, and supporting campus technology needs. Ideal candidates will have a strong background in IT management, excellent problem-solving skills, and a customer service orientation. This position is based in Chicago but allows for remote candidates, with some travel required.

Qualifications

• 5+ years of IT operations or administrative experience in a fast-paced environment.
• Experience managing MSP relationships.

Responsibilities

• Oversee services provided by MSPs for IT Service Desk and Campus Support.
• Lead the deployment and decommissioning of IT equipment at campus locations.
• Manage procurement within budget constraints.

Skills

Customer service orientation

Problem-solving

Analytical skills

Conflict management

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in IT Management

Bachelor’s degree in Computer Science

Tools

ServiceNow

SCCM

InTune

MECM

Microsoft Project

Job description

Details:

Stefanini Group is looking for IT Service Delivery Manager for a globally recognized company!

Interested applicants can click the apply button or contact Alfher Hidalgo at [phone] / [e-mail] for faster processing. Thank you!

This role requires a Technical Project Manager or someone with Service Delivery knowledge who can work with clients on facilities openings and office moves. Candidates should understand ServiceNow and Windows 11. The company is based in Chicago at DeVry University. While remote candidates are acceptable, local candidates are preferred. Some travel (<5%) may be required.

The candidate will be responsible for task management and reporting to senior management at DeVry.

Job Requirements

About the position

The IT Service Delivery Manager (IT SDM) will build strong relationships with DeVry leadership across locations, align IT services with organizational needs, and coordinate across IT domains to ensure timely and effective service delivery. Reporting to the Director of Workplace & Learning Technology, the IT SDM will lead discovery, planning, execution, and resolution of complex issues.

Responsibilities

• Oversee services provided by MSPs for IT Service Desk, Campus Support, HR Help Desk, and End User Compute management.
• Analyze complex problems, design solutions, influence colleagues, and oversee implementation, measuring impact and effectiveness.
• Use project tracking tools (e.g., Asana, Microsoft Project) to monitor progress and communicate with stakeholders.
• Lead the deployment and decommissioning of IT equipment at campus locations.
• Utilize data for ticket analysis, process improvements, and corrective actions.
• Build relationships with campus leaders and stakeholders for effective IT service delivery.
• Lead teams of Service Delivery Leads, Campus Support Leads, and End User Compute engineers from MSPs.
• Maintain standards for hardware and software, ensure regular updates and patches.
• Guide MSPs on deploying, retiring, and refreshing computers.
• Ensure campus technology availability for classes and academic activities.
• Coordinate with MSPs for IT projects and campus technician deployment.
• Participate in IT contract negotiations and new service agreements.
• Manage procurement within budget constraints.
• Oversee ITSM processes (Incident, Change, Problem, Asset, CMDB, Knowledge, Communications).
• Provide training for IT staff on ITSM tools and processes.
• Promote features of core platforms to staff, students, and colleagues.
• Administer the ITSM platform (ServiceNow), ensuring security, prioritization, and disaster recovery readiness.
• Maintain Asset Management and CMDB processes to improve IT ecosystem management.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Business Administration, IT Management, Computer Science, or relevant experience.
• At least 5+ years of IT operations or administrative experience in a fast-paced environment.
• Experience managing MSP relationships.
• Ability to handle operations, projects, escalations, and crisis situations.
• Customer service orientation, empathy, conflict management skills, and a focus on service improvement.
• Enthusiasm for technology and enterprise-grade IT solutions.
• Strong problem-solving and analytical skills.
• Experience with SCCM, InTune, MECM, Group Policy for device management.
• Experience with ServiceNow or similar platforms for ticket and trend analysis.
• Knowledge of End User Compute management, hardware solutions, deployment, and troubleshooting.
• Availability to support outside regular hours, including evenings, weekends, and holidays.
• Ability to work with multiple MSPs, contractors, and staff.
• Willingness to travel occasionally to campus locations.
• Effective prioritization and multitasking skills.
• Excellent communication skills (written and oral).
• ITIL and IT4IT certifications preferred.

Nice-to-haves

• Experience in evaluating and implementing new ITSM platforms is a plus.