IT Service Delivery Manager - Proactive Performance

Computacenter AG & Co. oHG; Norcross, Northern (GA, KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Computacenter AG & Co. oHG is seeking a Service Delivery Manager to oversee the effective delivery, performance, and continual improvement of internal IT services.

You’ll act as the primary escalation point between IT delivery teams and internal business stakeholders, driving governance and service performance management. You will own service reviews, lead incident and problem leadership, manage change and risk, and foster collaboration to ensure services meet agreed outcomes and SLAs across the

Qualifications

• Deep knowledge of ITIL and ITSM frameworks.
• Strong problem-solving and analytical abilities.
• Excellent communication skills for working with stakeholders.
• Experience with service management tools and reporting methods.
• Ability to drive change and continuous improvement.
• Proven experience in an IT Service Delivery Manager or similar role.
• Experience operating in an ITIL-aligned service management environment.
• Experience managing service reviews.
• ITIL 4 Foundation or higher.
• Experience in internal enterprise IT environments.

Responsibilities

• Establish and maintain service reviews.
• Ensure service documentation is complete and up to date.
• Own the service performance narrative, explaining what happened, why it mattered and what we're doing next.
• Drive proactive service stability and performance improvements using data and analytics.
• Ensure effective stakeholder communication and escalation control.
• Own Problem Management outcomes, including root cause analysis and corrective and preventive actions.
• Act as the primary point of contact for service-related matters, ensuring clear communication, managing expectations, and fostering collaboration.
• Proactively engage stakeholders through regular service reviews, transparent reporting, and continuous improvement initiatives to deliver operational excellence and customer satisfaction.
• Partner with Change, Release and Transition to reduce service risk.
• Identify opportunities to improve service quality, resilience, and efficiency.
• Own and track service improvement plans, ensuring benefits are realised.
• Use data and insight to drive proactive improvement and risk reduction.
• Support automation, standardisation, and service maturity initiatives.
• Support vendor governance and performance reviews to ensure service outcomes are achieved including reviewing service levels, KPI's and support models

Skills

ITIL / ITSM knowledge

Problem-solving

Communication skills

Service management tools

Change management

ITIL delivery experience

Service reviews management

Enterprise IT experience

Job description

Computacenter AG & Co. oHG is seeking a Service Delivery Manager to oversee the effective delivery, performance, and continual improvement of internal IT services.

You’ll act as the primary escalation point between IT delivery teams and internal business stakeholders, driving governance and service performance management. You will own service reviews, lead incident and problem leadership, manage change and risk, and foster collaboration to ensure services meet agreed outcomes and SLAs across the