Remote Service Delivery Leader (ITIL, 24/7 Ops)

Xtium; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

XTIUM is seeking a strategic Client Management leader to oversee a 24x7 client delivery across multiple accounts. The role focuses on aligning ITIL-based service delivery with contractual commitments and ensuring high client satisfaction through strong governance and reporting.

You will coordinate with clients to refine IT vision, manage IT infrastructure quality, and drive continual improvement initiatives whileleading cross-functional teams in a fast-growing environment.

Qualifications

• Minimum 6+ years of related IT and staff management experience.
• Proven track record in service delivery with strong client satisfaction.
• Extensive experience with network management incl. Route/Switch/Firewall and Voice.
• Ability to manage resources in a matrix org to meet SLAs.
• Experience in rapid growth, dynamic and transformational environments.

Responsibilities

• Lead client experience for 24x7x365 operations across multiple clients.
• Align ITIL-based service delivery to contractual commitments across diverse tech stacks.
• Manage overall client program management, SLA attainment, reporting and quality management.
• Lead governance cadence including regular operations reviews and SLA reporting.
• Develop and deliver weekly/bi-weekly/monthly operative ticket and effort reporting from ServiceNow.
• Schedule and lead Quarterly Business Reviews and drive Continual Service Improvement initiatives.
• Participate in client-facing project reviews and ensure proper handoffs of deliverables.
• Collaborate with clients to refine IT vision and identify opportunities for ATSG solutions.
• Work with clients to ensure quality support for IT infrastructure and vendor management.

Skills

IT leadership

Client management

ITIL knowledge

Communication

Service delivery

ITSM tools

Education

Bachelor’s degree

Tools

ServiceNow

Cisco Technologies

Totango

Job description

XTIUM is seeking a strategic Client Management leader to oversee a 24x7 client delivery across multiple accounts. The role focuses on aligning ITIL-based service delivery with contractual commitments and ensuring high client satisfaction through strong governance and reporting.

You will coordinate with clients to refine IT vision, manage IT infrastructure quality, and drive continual improvement initiatives whileleading cross-functional teams in a fast-growing environment.