IT Service Delivery Manager

ASR Group

West Palm Beach (FL)

On-site

USD 90,000 - 130,000

Full time

12 hours ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Florida Crystals Corporation seeks an experienced Manager, IT Services in West Palm Beach to lead IT support operations and govern Change Management, ensuring reliable, secure technology services. The role requires coordinating onshore and offshore resources for service delivery and operational excellence.

Responsibilities include incident and escalation management, change planning, dashboards, and governance.

Qualifications

5+ years of IT Service Management, Service Desk, or IT Operations experience.
Experience leading Help Desk or Service Operations teams.
Strong knowledge of ITIL Incident, Problem, Change, and Release Management practices.
Experience with ServiceNow or similar ITSM platforms.
Strong communication, leadership, and stakeholder management skills.

Responsibilities

Lead daily Help Desk operations and support staff.
Ensure timely resolution of incidents and service requests in accordance with SLAs.
Manage major incidents, escalations, and customer communications.
Monitor service desk performance, ticket aging, backlog, and customer satisfaction metrics.
Identify trends and drive continuous improvement initiatives to reduce recurring issues.
Develop and maintain support procedures, knowledge articles, and training materials.
Provides on call support using approved CIM (Critical Incident Mgmt.) processes as part of the weekly on call rotation
Own and administer the IT Change Management process using ITIL best practices.
Coordinate Change Advisory Board (CAB) meetings and change approvals.
Review and assess change requests for risk, business impact, resource requirements, and implementation readiness.
Ensure appropriate testing, backout plans, and stakeholder communications are completed before implementation.
Monitor change success rates and drive improvements to reduce change-related incidents.
In partnership with the Service Managers, coordinates change windows, release schedules, and production deployments across support teams and vendors.
Manage Incident, Problem, and Change Management processes.
Facilitate root cause analysis and corrective action plans for major incidents.
Develop operational dashboards, KPIs, and executive reporting.
Partner with business stakeholders, vendors, and technical teams to improve service delivery.
Ensure compliance with company policies, audit requirements, and change controls.