Remote ITSM Service Delivery Leader

Yochana IT Solutions Inc.; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITIL expertise

Leadership

Executive stakeholder mgmt

ITSM governance

Change/Incident management

Job description

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