IT Service Delivery Manager (post integration)

Strong Tower Partners; Fort Worth (TX); On-site; USD 100,000 - 140,000; Full time

Job summary

Strong Tower Partners seeks an IT Service Delivery Manager to own end-to-end IT service delivery for customers and users. You will manage budgets, run IT projects, and act as the escalation point for critical issues.

Responsibilities include planning budgets, coordinating vendors, and delivering projects on time and within budget, while maintaining clear customer communications and thorough service documentation.

Qualifications

• Bachelor's degree in IT, Business, or a related field, or equivalent work experience.
• 5+ years in IT service delivery, IT operations, or IT project management.
• 2+ years managing budgets, vendor contracts, or cost centers.
• Proven record of delivering IT projects on time and on budget.
• Experience handling escalated customer or end-user issues.
• Strong written communication, with a track record of producing clear technical and customer-facing documentation.

Responsibilities

• Build, track, and forecast annual and project IT service budgets.
• Plan and lead IT projects from scope through close-out, managing scope, timelines, and risks.
• Coordinate internal technical teams, vendors, and customer stakeholders.
• Report status, budget, and risks to stakeholders regularly.
• Serve as the primary point of contact for assigned customers and business units.
• Lead service reviews, status meetings, and change/outage communications.
• Create and maintain service documentation (SOPs, runbooks, knowledge base, SLA reports).
• Track SLA performance and customer satisfaction; drive improvements.

Skills

Financial planning

Project planning

Stakeholder management

Clear writing

Problem-solving under pressure

Business-technical translation

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira Service Management

ConnectWise

Job description

IT Service Delivery Manager — Job Description

Role summary (Epicor experience highly desired)

The IT Service Delivery Manager owns the end-to-end delivery of IT services to our customers and end users. You will manage service budgets, run IT projects from kickoff to close, keep customers informed with clear communication and documentation, and act as the final escalation point when end users need issues resolved. Success means services that run on budget, projects that land on time, and customers who trust the team.

Key responsibilities

Budget and financial management

• Build, track, and forecast annual and project-level IT service budgets.
• Monitor spend against plan monthly and explain variances to leadership.
• Manage vendor contracts, renewals, and licensing to control cost.
• Identify savings opportunities and make the business case for new investment.

Project management

• Plan and lead IT projects (deployments, migrations, upgrades, onboarding of new services) from scope through close-out.
• Define scope, timelines, resources, and milestones; manage risks, issues, and changes.
• Coordinate internal technical teams, vendors, and customer stakeholders.
• Report project status, budget, and risks to stakeholders on a regular cadence.

Customer communications and documentation

• Serve as the primary point of contact for assigned customers and business units.
• Lead service reviews, status meetings, and change and outage communications.
• Create and maintain service documentation: SOPs, runbooks, knowledge base articles, service catalogs, and SLA reports.
• Make sure documentation is accurate, current, and easy for both end users and technicians to use.
• Act as the escalation point for unresolved or high-impact end-user issues.
• Own escalated incidents through resolution, keeping users and stakeholders updated.
• Run root-cause reviews on recurring issues and drive permanent fixes.
• Track SLA performance and customer satisfaction, and act on trends.

Qualifications

Required

• Bachelor's degree in IT, Business, or a related field, or equivalent work experience.
• 5+ years in IT service delivery, IT operations, or IT project management.
• 2+ years managing budgets, vendor contracts, or cost centers.
• Proven record of delivering IT projects on time and on budget.
• Experience handling escalated customer or end-user issues.
• Strong written communication, with a track record of producing clear technical and customer-facing documentation.

Preferred

• PMP, CAPM, or PRINCE2 certification.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or ConnectWise.
• Background in a managed services provider (MSP) or customer-facing IT environment.

Skills and success measures

Core skills: financial planning, project planning and execution, stakeholder management, calm problem-solving under pressure, clear writing, and the ability to translate technical issues into business terms.

How success is measured in the first year:

• Service budgets land within the agreed variance of plan.
• Projects are delivered on schedule and within budget.
• SLA targets for escalated tickets are met.
• Customer satisfaction scores hold steady or improve.
• Service documentation is complete and reviewed on a set schedule.