Onsite IT Service Delivery Manager - Newport Beach

Insight; Cupertino (CA); On-site; USD 135,000 - 165,000; Full time

Benefits offered by this job

Full benefits

Job summary

Insight is seeking an IT Service Delivery Manager to oversee onsite service delivery from Newport Beach, CA. The role drives operational excellence, client satisfaction, and escalation handling, leading L1/L2 teams and service reviews.

You will manage SLAs/KPIs, coordinate incident resolution, and push continuous improvement through performance metrics and stakeholder engagements. Strong leadership and client communication are essential.

Qualifications

• ITIL/ITSM familiarity for service delivery leadership.
• Experience leading service delivery teams and escalations.
• Strong ability to craft and monitor SLAs and KPIs.
• Proven client relationship management and stakeholder communication.
• Analytical mindset with emphasis on reporting and improvement.

Responsibilities

• Oversee daily service delivery operations for L1/L2 teams and ticket queues.
• Monitor performance against SLAs, KPIs, MTTR, FCR, AHT and CSAT.
• Act as primary client contact for service-related discussions and reviews.
• Lead incident escalation, risk assessment, and coordination of resources.
• Drive continuous improvement through data analysis and governance reviews.

Skills

ITIL

Service Delivery

SLA & KPI Management

Client Relationship Management

Operational Reporting

Job description

Insight is seeking an IT Service Delivery Manager to oversee onsite service delivery from Newport Beach, CA. The role drives operational excellence, client satisfaction, and escalation handling, leading L1/L2 teams and service reviews.

You will manage SLAs/KPIs, coordinate incident resolution, and push continuous improvement through performance metrics and stakeholder engagements. Strong leadership and client communication are essential.