IT Service Delivery Manager

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

Job summary

A globally recognized company is seeking an IT Service Delivery Manager to oversee IT services and deliver exceptional support. This role requires strong technical project management skills and experience in IT operations. The successful candidate will build relationships with campus leaders and manage service delivery across multiple locations. Remote candidates are welcome, but local candidates are preferred. Join a dedicated team focused on enhancing IT services for students and staff.

Qualifications

• At least 5 years of IT operations or administration experience.
• Experience managing MSPs and handling escalations.

Responsibilities

• Provide oversight for services delivered by MSPs.
• Analyze complex problems and design solutions.
• Lead IT equipment and service implementations.

Skills

Customer service orientation

Problem-solving

Analytical skills

Communication skills

Education

Degree in Business Administration

Degree in IT Management

Degree in Computer Science

Tools

ServiceNow

SCCM

InTune

MECM

Group Policy

Asana

Microsoft Project

Job description

Details:

Job Description

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!

The role involves technical project management and service delivery, working with clients on facilities openings and office moves. Candidates should have knowledge of ServiceNow and Windows 11. The company is based in Chicago at DeVry University. Remote candidates are acceptable, but local candidates are preferred. Some travel (<5%) may be required.

This candidate will be responsible for tasks and assignments, 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, aligning IT services to meet the needs of students and staff. Reporting to the Director of Workplace & Learning Technology, the IT SDM will lead, coordinate, and resolve complex issues and objectives.

Responsibilities

• Provide oversight for services delivered 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 their implementation.
• Use project tracking tools (e.g., Asana, Microsoft Project) to monitor progress and inform stakeholders.
• Lead IT equipment and service implementations at new campuses and decommissioning at closing campuses.
• Use data for ticket trend analysis, corrective actions, and process improvements.
• 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 ensure regular updates and patching.
• Guide MSPs on deploying, retiring, and refreshing computers.
• Ensure campus technology is stable and available for classes.
• Coordinate with MSP for campus technicians and IT projects.
• Participate in IT contract renewals and new service agreements.
• Manage procurement of hardware and software within budget.
• Oversee ITSM processes, incident, change, problem, asset, and knowledge management.
• Provide training on ITSM tools and processes.
• Promote platform features to IT staff and end users.
• Manage ITSM platform (ServiceNow), ensuring security, prioritization, and disaster recovery.
• Maintain Asset Management and CMDB processes to enhance IT ecosystem management.
• Perform other duties as assigned.

Requirements

• Degree in Business Administration, IT Management, Computer Science, or relevant experience.
• At least 5 years of IT operations or administration experience in a fast-paced environment.
• Experience managing MSPs.
• Ability to handle operations, projects, escalations, and crisis situations.
• Customer service orientation, empathy, conflict management, and continuous improvement focus.
• Enthusiasm for technology and enterprise IT solutions.
• Strong problem-solving and analytical skills.
• Experience with SCCM, InTune, MECM, Group Policy.
• Experience with ServiceNow or similar platforms.
• Knowledge of End User Compute management, hardware, deployment, and troubleshooting.
• Availability for 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.
• Strong communication skills.
• Certifications in ITIL, IT4IT are preferred.

Nice-to-haves

• Experience evaluating and implementing new ITSM platforms.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting