Remote ITSM Service Delivery Leader

ICS Global Soft, Inc.; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITIL processes

ITSM governance

Stakeholder management

Leadership

Incident management

Change/Release management

Regulated environments

ITAR compliance

Job description

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.