Senior IT Service Delivery Manager-AI-Driven Transformation

Digital Management Llc; Crownsville (MD); On-site; USD 90,000 - 140,000; Full time

Job summary

DMI, LLC is seeking a Project Manager who will serve as the single point of accountability for end-to-end service delivery across a DoIT client services environment. You will align Service Desk, Desktop Support, IT Asset Management, and platforms like ServiceNow and CCaaS into a unified, high-performing service ecosystem.

You will champion continuous improvement, automation, and AI-enabled transformation while maintaining strong governance, SLAs, and customer experience metrics through

Qualifications

• Minimum 5 years of experience managing large-scale IT service delivery programs, including Service Desk and End User Support environments.
• Minimum 3 years leading complex, multi-team operational environments with 24x7 service delivery.
• Demonstrated experience delivering services in ServiceNow-enabled ITSM environments.
• Proven ability to drive service transformation initiatives, including automation, AI, or customer experience improvements.
• Strong knowledge of ITIL-based service management practices.

Responsibilities

• Direct and coordinate all operational service towers (Service Desk, Desktop Support, IT Asset Management) as a single, cohesive delivery model.
• Serve as the primary interface to client leadership, translating strategic objectives into executable service plans.
• Ensure alignment between operational delivery and the client’s evolving digital service goals.
• Lead the evolution from traditional service desk operations to an AI-enabled, omnichannel customer experience model.
• Drive adoption of automation, self-service, and advanced analytics to improve CSAT, first contact resolution, and efficiency.
• Own end-to-end performance against all contractual SLAs and KPIs; lead regular service reviews with DoIT.
• Identify and mitigate delivery risks; maintain contingency and continuity plans; lead incident response.
• Oversee all transition activities, knowledge transfer, and service stabilization; manage multi-vendor delivery.
• Build trust-based relationships with DoIT leadership and agency stakeholders; act as a trusted advisor.

Skills

IT service delivery management

Multi-team leadership

ServiceNow

CCaaS

ITIL

Transformation & automation

Stakeholder management

Tools

ServiceNow

CCaaS

Job description

DMI, LLC is seeking a Project Manager who will serve as the single point of accountability for end-to-end service delivery across a DoIT client services environment. You will align Service Desk, Desktop Support, IT Asset Management, and platforms like ServiceNow and CCaaS into a unified, high-performing service ecosystem.

You will champion continuous improvement, automation, and AI-enabled transformation while maintaining strong governance, SLAs, and customer experience metrics through