Senior IT Service Delivery Leader — Hybrid (Boston)

Alexander Technology Group; Boston (MA); Hybride; USD 150 000 - 170 000; Plein temps

Résumé du poste

Alexander Technology Group is seeking a Senior Manager of IT Service Delivery in Boston, MA. The role leads a multi-location team across Boston, New York, and San Francisco, focusing on building a structured service delivery function and optimizing ITSM processes.

You will oversee service performance, coaching, and the development of a metrics-driven organization, including dashboards and reporting to drive continuous improvement.

Qualifications

• 7+ years of progressive experience in IT service delivery, IT operations, ITSM, or end-user support.
• Experience managing and developing IT support teams across multiple locations.
• Demonstrated experience improving or transforming service desk operations.
• Expertise with enterprise ITSM platforms such as Freshservice, ServiceNow, or Jira Service Management.
• Experience establishing SLAs, KPIs, operational reporting, and performance standards.
• Background in process improvement, workflow automation, and service management best practices.
• Strong people management, coaching, and executive communication skills.
• Bachelor's degree or equivalent professional experience.

Responsabilités

• Lead and develop a multi-location IT service delivery and end-user support team.
• Evaluate and improve existing service desk operations, workflows, and processes.
• Own the ITSM platform strategy, including ticket management, reporting, automation, and service catalog optimization.
• Establish and monitor SLAs, KPIs, and service performance metrics.
• Build team accountability through coaching, delegation, performance management, and professional development.
• Implement standardized processes for incident management, escalations, onboarding, offboarding, and service requests.
• Identify opportunities to leverage AI and automation to improve service efficiency and the employee experience.
• Develop dashboards, documentation, and reporting to support continuous improvement.
• Partner with Infrastructure, Security Operations, and other IT teams to resolve complex service issues.

Connaissances

IT service delivery

IT operations

ITSM

Team leadership

Stakeholder communication

Multi-location management

Formation

Bachelor's degree or equivalent

Outils

Freshservice

ServiceNow

Jira Service Management

Description du poste

Alexander Technology Group is seeking a Senior Manager of IT Service Delivery in Boston, MA. The role leads a multi-location team across Boston, New York, and San Francisco, focusing on building a structured service delivery function and optimizing ITSM processes.

You will oversee service performance, coaching, and the development of a metrics-driven organization, including dashboards and reporting to drive continuous improvement.