IT Service Delivery Project Manager | AI-Driven Transformation

DMI (Digital Management, Inc.); Crownsville (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare coverage

Tuition assistance

401(k) match

Annual awards

Wellness programs

Job summary

DMI is seeking a Project Manager to own end-to-end service delivery across Service Desk, Desktop Support, and IT Asset Management. You will align with client leadership, drive an AI-enabled omnichannel experience, and push automation and analytics to improve CSAT and efficiency.

The role requires leading cross-functional teams, managing transitions, and ensuring ServiceNow-based workflows while coordinating with CCaaS platforms to deliver a seamless end-user experience.

Qualifications

• Minimum 5 years of experience managing large IT service delivery programs, including Service Desk and End User Support.
• Minimum 3 years leading complex multi-team operations with 24x7 service delivery.
• Proven experience with ServiceNow-enabled ITSM environments.
• Experience driving service transformation with automation, AI, or CX improvements.
• Strong ITIL-based service management knowledge.

Responsibilities

• Direct and coordinate all operational service towers (Service Desk, Desktop Support, IT Asset Management) as a single delivery model.
• Interface with client leadership to translate objectives into executable service plans.
• Lead evolution to AI-enabled, omnichannel customer experience model and drive automation adoption.
• Ensure standardized ITIL-aligned workflows in ServiceNow and integration with CCaaS.
• Own end-to-end performance against SLAs and KPIs, with real-time monitoring and reviews with DoIT.
• Oversee transition, onboarding, knowledge transfer, and continuity planning.

Skills

Service Delivery Leadership

ITIL Knowledge

ServiceNow

Automation/AI Experience

Vendor/ subcontractor Mgmt

Tools

ServiceNow

CCaaS

Job description

DMI is seeking a Project Manager to own end-to-end service delivery across Service Desk, Desktop Support, and IT Asset Management. You will align with client leadership, drive an AI-enabled omnichannel experience, and push automation and analytics to improve CSAT and efficiency.

The role requires leading cross-functional teams, managing transitions, and ensuring ServiceNow-based workflows while coordinating with CCaaS platforms to deliver a seamless end-user experience.