Senior Service Delivery Manager - End-to-End IT & CX

Confidential; Seattle (WA); On-site; USD 120,000 - 160,000; Full time

Job summary

Confidential in the United States (Seattle area) seeks an IT Service Management leader to align delivery with leadership and sales teams, ensuring successful outcomes for major client engagements. You will empower teams to deliver end-to-end services, manage expectations, and drive continuous improvement across CSAT and ESAT metrics.

You will oversee multi-project coordination, resource planning, and governance, while collaborating with practice teams to align programs with innovative

Qualifications

• 3+ years of IT Service Management experience.
• ITIL 4 Foundation certification preferred.
• 1+ years of experience managing one or more of the services mentioned in the scope.
• 1+ years of experience with large-scale services.
• 2+ years of experience in Project (time-bound) management.

Responsibilities

• Contribute to strategic decisions while aligning delivery with leadership through regular updates on actions and outcomes.
• Cultivate a high-performance culture, empowering teams to manage end-to-end delivery of customer engagements.
• Manage client, leadership, and team expectations with a focus on alignment and driving successful outcomes.
• Lead awareness sessions on organizational, unit, and customer policies for full understanding and compliance.
• Act as trusted liaison with senior client stakeholders to foster relationships and collaboration at all levels.
• Oversee organizational initiatives including recruitment, knowledge sharing, and new services definition.
• Contribute to audits and CSAT/ESAT efforts to drive continuous improvement.
• Collaborate on strategic marketing initiatives to represent services effectively.
• Adapt to varying time zones with occasional early/late meetings for internal and client needs.
• Engage with transformation initiatives, drive digital strategy, and engage executive stakeholders for the client portfolio.
• Contribute to measurement, analysis, improvement, and control of operations and service management processes.
• Pivot quickly to manage multiple customer requests with changing priorities.
• Drive revenue growth while capturing cost efficiencies within the book of business.
• Grow service delivery profitability and manage multi-million-dollar P&L to ensure sustainable revenue expansion.

Skills

ITIL 4 Foundation

ITSM experience

Team management

Project management

Job description

Confidential in the United States (Seattle area) seeks an IT Service Management leader to align delivery with leadership and sales teams, ensuring successful outcomes for major client engagements. You will empower teams to deliver end-to-end services, manage expectations, and drive continuous improvement across CSAT and ESAT metrics.

You will oversee multi-project coordination, resource planning, and governance, while collaborating with practice teams to align programs with innovative