IT Service Delivery & Performance Manager

Computacenter; Norcross (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Computacenter is seeking a Service Delivery Manager to oversee the effective delivery and continual improvement of internal IT services in the US. You will act as the primary escalation and coordination point between IT delivery teams and internal business stakeholders, ensuring services meet agreed SLAs and business outcomes.

You will drive governance, performance management, incident and problem leadership, change and risk management, and ongoing service maturity initiatives, focusing on

Qualifications

• Deep knowledge of ITIL and ITSM frameworks.
• Strong problem-solving and analytical abilities.
• Excellent communication with internal and external stakeholders.
• Experience with service management tools and reporting methods.
• Ability to drive change and continuous improvement.
• Proven experience as an IT Service Delivery Manager or similar role.

Responsibilities

• Establish and maintain service reviews.
• Own and report on the service performance narrative.
• Drive proactive service stability and improvements using data.
• Maintain up-to-date service documentation.
• Coordinate governance, incidents, and problem management.
• Communicate with stakeholders and manage expectations.
• Oversee change, release, and transition to reduce service risk.
• Identify opportunities to improve service quality and efficiency.
• Track service improvement plans and realize benefits.
• Support vendor governance and performance reviews.

Skills

ITIL & ITSM

Analytical thinking

Communication skills

Stakeholder management

Problem management

Change management

Service performance

Education

ITIL 4 Foundation or higher

Job description

Computacenter is seeking a Service Delivery Manager to oversee the effective delivery and continual improvement of internal IT services in the US. You will act as the primary escalation and coordination point between IT delivery teams and internal business stakeholders, ensuring services meet agreed SLAs and business outcomes.

You will drive governance, performance management, incident and problem leadership, change and risk management, and ongoing service maturity initiatives, focusing on