ITSM Service Delivery Manager

ICS Global Soft, Inc.; United States; Teletrabalho; USD 150 000 - 210 000; Tempo integral

Resumo da oferta

ICS Global Soft, Inc. is seeking an experienced ITSM Service Delivery Manager to lead governance and delivery of ITIL-based services for a large, ITAR-compliant client. This role requires strong leadership, stakeholder management, and hands-on oversight of complex IT operations.

You will drive process maturity, ensure SLA compliance, manage major incidents, and collaborate with cross-functional teams to minimize business impact while identifying growth opportunities for the account.

Qualificações

• 15+ years of ITSM leadership and service delivery experience.
• Deep expertise in ITIL processes, governance, and operational excellence.
• Proven track record managing large customer engagements and executive stakeholders.
• Strong leadership and distributed-team management capabilities.
• Experience handling high-priority incidents and service recoveries in mission-critical environments.
• Business acumen to identify growth opportunities and drive improvements.
• Excellent communication and stakeholder management skills.
• Regulated environments experience; ITAR knowledge desirable; ITIL certifications preferred.

Responsabilidades

• Provide leadership and governance for end-to-end ITSM service delivery.
• Lead and mentor teams across Change, Release, Deployment, Major Incident, Problem, Configuration, and Testing.
• Engage customer executives and stakeholders as escalation point and trusted adviser.
• Oversee incident management, root-cause analysis, and service recovery.
• Drive service improvements to enhance efficiency and customer experience.
• Oversee governance activities: reviews, audits, risk mgmt, compliance reporting.
• Coordinate with cross-functional delivery teams to minimize business impact of changes and releases.
• Identify opportunities for account growth and service expansion.

Conhecimentos

ITIL processes

ITSM governance

Stakeholder management

Leadership

Incident management

Change/Release management

Regulated environments

ITAR compliance

Descrição da oferta de emprego

Hiring: ITSM Service Delivery Manager

Location:**Remote**

Job Type: Full-Time

Role Overview:

We are seeking an experienced ITSM Service Delivery Manager to lead the delivery and governance of ITIL-based service management team for a large, ITAR-compliant global manufacturing client. This role demands strong leadership, operational excellence, stakeholder management, and technical oversight to ensure reliable and efficient delivery services across a complex infrastructure & Application landscape. The successful candidate will be responsible for driving process maturity, service quality, customer satisfaction, and continuous improvement while fostering a high-performing and collaborative team environment.

Key Responsibilities:

• Provide overall leadership and governance for end-to-end ITSM service delivery, ensuring compliance with SLAs, KPIs, contractual obligations, and ITIL best practices.
• Lead, mentor, and develop teams responsible for Change Management, Release Management, Deployment Management, Major Incident Management, Problem Management, Configuration Management, and Testing Services.
• Establish strong relationships with customer executives and key stakeholders, serving as the primary escalation point and trusted advisor for service delivery matters.
• Drive effective management of critical incidents and escalations, ensuring timely resolution, clear communication, and thorough root cause analysis.
• Identify and implement service improvement initiatives that enhance operational efficiency, service quality, and customer experience.
• Oversee service governance activities, including operational reviews, compliance reporting, risk management, audits, and continuous service improvement programs.
• Collaborate with cross-functional delivery teams to ensure seamless execution of releases, deployments, and infrastructure changes while minimizing business impact.
• Support account growth by identifying value-added opportunities, process optimization initiatives, and service expansion opportunities.

Required Skills & Experience:

• 15 years of experience in IT Service Management with a proven track record of leading large-scale service delivery organizations.
• Deep expertise in ITIL processes, service operations, and ITSM governance frameworks.
• Demonstrated experience managing large customer engagements, executive stakeholders, and complex service delivery environments.
• Strong leadership and people management capabilities with experience leading geographically distributed teams.
• Proven ability to manage high-priority escalations, major incidents, and service recovery activities in mission-critical environments.
• Strong business acumen with the ability to identify growth opportunities, drive service improvements, and contribute to accounting expansion.
• Excellent communication, presentation, analytical, and stakeholder management skills.
• Experience working in regulated environments with ITAR compliance considerations is highly desirable.
• ITIL Foundation/Intermediate/Expert certification preferred; advanced ITSM or leadership certifications are an added advantage.