SD - Service Delivery Manager

Ledgent Technology; San Diego (CA); Híbrido; USD 115.000 - 150.000; Jornada completa

Descripción de la vacante

Ledgent Technology is seeking an experienced Service Delivery Manager to lead IT support operations and service desk performance across the organization. You will drive improvement initiatives, ensure service excellence, compliance, and operational efficiency while managing a hands-on team.

The role requires strong ITIL-based leadership, enterprise technology experience, and the ability to develop long-term service strategies to enhance user experience and business outcomes.

Formación

• Bachelor's degree in CS, IS, Engineering or related field; equivalent experience accepted.
• 2+ years of leadership in IT Service Desk or IT Operations.
• Experience managing IT service delivery, operational metrics and SLA attainment.
• Proven success leading and developing technical support teams.
• Strong vendor management and escalation management.
• Experience with Windows, macOS, iOS and Android environments.
• Experience with Microsoft 365 technologies: Exchange, SharePoint, Teams, Office 365.
• Working knowledge of ITIL and ITSM best practices.
• Experience with incident, problem, change and request management platforms.
• Excellent communication, organizational and stakeholder management.

Responsabilidades

• Lead daily Service Desk operations and ensure SLAs are met.
• Own incident, service request, problem, and escalation processes.
• Monitor service metrics, ticket trends, and customer satisfaction.
• Develop dashboards and analytics to drive improvements.
• Manage software licensing, hardware lifecycle, asset tracking, and provisioning.
• Ensure endpoints remain current, secure, and patched.
• Oversee service desk tools, knowledge bases, and self-service resources.
• Drive continuous process improvement for efficiency and scalability.
• Lead, mentor, and develop Service Desk teams; manage performance reviews.
• Foster a customer-first culture and ensure ITIL adherence.
• Oversee vendor relationships and contract renewals; conduct reviews.
• Maintain inventory, license compliance, and cross-team collaboration.
• Partner with stakeholders to deliver support and infrastructure initiatives.

Conocimientos

Leadership

ITIL

SLA management

Analytics

Educación

Bachelor's degree in Computer Science / Information Systems / Engineering

Herramientas

Microsoft 365

Exchange

SharePoint

Teams

Office 365

CMDB

Descripción del empleo

Salary: USD115000 - USD150000 per year

Role: Service Delivery Manager

Position Type: Direct Hire, Full Time
Work Arrangement: Hybrid (4 days onsite, 1 day remote after successful completion of 90-day onsite training period)

Position Overview

Our client is seeking an experienced Service Delivery Manager to lead IT support operations, service desk performance, and end-user technology services across the organization. This leadership role will oversee a team responsible for delivering exceptional technical support while driving continuous improvement initiatives, service excellence, compliance, and operational efficiency.

The ideal candidate will bring a strong combination of people leadership, IT service management expertise, customer-focused support, and enterprise technology experience. Success in this role requires a hands-on leader who can manage day-to-day operations while developing long-term service strategies that improve user experience and business outcomes.

Key Responsibilities

Service Delivery & IT Operations

• Lead and manage daily Service Desk operations, ensuring service level agreements (SLAs) are consistently achieved.
• Own incident, service request, problem, and escalation management processes.
• Monitor service desk performance metrics, ticket trends, call volumes, and customer satisfaction indicators.
• Develop reporting dashboards and analytics to drive operational improvements and service excellence.
• Manage software licensing, hardware lifecycle management, asset tracking, and user provisioning processes.
• Ensure endpoint devices remain current, secure, and compliant through effective patching and update management practices.
• Oversee service desk tools, workflows, knowledge management platforms, and self-service resources.
• Drive continuous process improvement initiatives focused on efficiency, scalability, and customer experience.

Leadership & Team Development

• Lead, mentor, and develop Service Desk leadership and support teams.
• Conduct performance management activities including coaching, goal setting, reviews, and career development planning.
• Foster a collaborative, customer-first culture focused on accountability and service excellence.
• Ensure adherence to ITIL principles, operational standards, and organizational policies.
• Promote employee engagement, professional growth, and team effectiveness.
• Manage vendor relationships and hold service providers accountable to contractual SLAs.
• Conduct vendor performance reviews and provide recommendations regarding service improvements and contract renewals.
• Oversee technology inventory management and license compliance programs.
• Partner with internal stakeholders and IT teams to deliver support and infrastructure initiatives.

Infrastructure, Security & Compliance

• Support enterprise environments including Windows, macOS, iOS, and Android platforms.
• Oversee Microsoft 365 technologies including Exchange, Teams, SharePoint, and Office applications.
• Ensure compliance with security, governance, and regulatory requirements.
• Participate in disaster recovery planning, business continuity testing, and operational readiness activities.
• Maintain accurate documentation, policies, procedures, and operational standards.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field; equivalent experience considered.
• 2+ years of leadership experience within an IT Service Desk, End User Support, or IT Operations environment.
• Experience managing IT service delivery, operational metrics, and SLA attainment.
• Proven success leading and developing technical support teams.
• Strong background in vendor management and escalation management.
• Experience troubleshooting enterprise applications and client/server technologies.
• Hands-on experience supporting Windows, macOS, iOS, and Android environments.
• Experience with Microsoft 365 technologies including Exchange, SharePoint, Teams, and Office 365.
• Working knowledge of ITIL frameworks and IT Service Management best practices.
• Experience with incident, problem, change, and request management platforms.
• Excellent communication, organizational, and stakeholder management skills.
• Strong analytical, problem-solving, and root cause analysis capabilities.

Preferred Qualifications

• ITIL Certification.
• Experience with Microsoft Intune, Endpoint Central, or similar endpoint management tools.
• Experience with CMDB administration, workflow automation, and service catalog management.
• Exposure to networking, VoIP, telecommunications, and infrastructure support environments.
• Experience building executive-level dashboards and operational reporting.