ITSM Service Delivery Manager-Remote

Yochana; United States; A distancia; USD 110.000 - 150.000; Jornada completa

Descripción de la vacante

Yochana IT Solutions Inc. is seeking an experienced ITSM Service Delivery Manager to lead end-to-end ITIL-based service delivery for a large, ITAR-compliant global manufacturing client.

The role demands strong leadership, governance, and stakeholder management to ensure reliable and efficient delivery across a complex infrastructure and application landscape. You will mentor multiple teams, drive process maturity, manage major incidents, and partner with executives to identify value-added

Formación

• 15+ years in IT Service Management leading large-scale service delivery organizations.
• Deep expertise in ITIL processes, service operations, and ITSM governance frameworks.
• Strong leadership and people management across geographically distributed teams.
• Proven ability to manage high-priority escalations and major incidents in mission-critical environments.
• Experience in regulated environments with ITAR compliance considerations is desirable.

Responsabilidades

• Provide leadership and governance for end-to-end ITSM service delivery, ensuring SLAs, KPIs, and ITIL best practices.
• Lead and mentor teams across Change, Release, Deployment, Major Incident, Problem, Configuration, and Testing Services.
• Build relationships with customer executives and stakeholders as primary escalation point for service delivery.
• Drive service improvement initiatives to enhance efficiency, quality, and customer experience.
• Oversee governance activities including reviews, risk management, audits, and continuous improvement programs.
• Collaborate with cross-functional teams to ensure seamless releases and infrastructure changes.

Conocimientos

ITIL expertise

Leadership

Executive stakeholder mgmt

ITSM governance

Change/Incident management

Descripción del empleo

Job Title: ITSM Service Delivery Manager

Team Size: 60+

Location: Remote US locations

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.