Service Delivery Manager

Safran Defense & Space, Inc.; Bedford (NH); On-site; USD 80,000 - 115,000; Full time

Job summary

Safran Defense & Space, Inc. is seeking a Service Delivery Manager to lead its Help Desk team in Bedford, NH. This role involves overseeing IT support operations, ensuring compliance with software licensing, and providing leadership to enhance service delivery quality. Ideal candidates will possess strong managerial experience and an understanding of IT service frameworks.

Qualifications

• 3-5 years in IT service delivery or a related role.
• 2+ years in supervisory or managerial roles.
• Strong understanding of ITIL frameworks.

Responsibilities

• Lead and manage the Help Desk support team.
• Oversee day-to-day IT Help Desk operations.
• Maintain inventory of IT assets and manage software licensing.

Skills

Leadership

Problem-solving

Time Management

Interpersonal Communication

Education

Bachelor's degree in Information Technology

Tools

Help desk ticketing systems

Remote support tools

Asset management tools

Software licensing tools

Job description

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Join the forefront of innovation and make an impact at Safran Defense & Space, Inc.!

Safran Defense & Space Inc. (Safran DSI), headquartered in Arlington, Va., is a leading U.S. aerospace company dedicated to supporting national defense and space missions. As a trusted partner to the U.S. armed forces, government agencies, and commercial sectors, Safran DSI delivers advanced technology solutions through its specialized business units: Assured PNT, Geospatial AI, Optronics, Space Solutions, and Testing & Telemetry.

Headquartered in Bedford, NH, Safran DSI Optronics (formerly Optics 1) is a global leader in full-service design and production of electro-optic and navigation systems. Leveraging core competencies in defense technologies, Optronics provides unmatched, first-class mission solutions for military and law enforcement personnel.

We have a high-paced, high-energy environment focused on acknowledging individual and team successes, as well as overall growth. Optronics is a community that cares about the mission of our customers. Our team believes in supporting and enriching our community through engagement; whether that means giving back to our troops, veterans and their families, investing in next generation innovators through STEM education, or higher education initiatives, giving back is an important part of who we are as a team.

If you’re ready to join our mission and serve those who serve, Safran DSI is the perfect place for you to take your career to the next level. Make a real difference and be part of something extraordinary. Apply now and help us build the future of defense and space.

POSITION PROFILE:

We are seeking a highly organized and proactive Service Delivery Manager to join our team. The successful candidate will be responsible for overseeing a team of Help Desk Support Technicians, managing IT assets and department purchasing, and ensuring compliance with software licensing requirements. This role requires a dynamic individual with excellent leadership skills and a strong background in IT service delivery.

RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Lead, mentor, and manage the DSI Help Desk support team to ensure the highest level of technical support.
• Conduct regular performance reviews, provide feedback, and identify training and development needs for team members.
• Oversee the day-to-day operations of the IT Help Desk, ensuring that all service level agreements (SLAs) are met or exceeded.
• Develop, monitor and analyze help desk performance metrics, producing regular reports for senior management.
• Maintain an up-to-date inventory of all IT assets, including hardware, software, and peripherals.
• Coordinate the procurement, deployment, and disposal of IT assets in accordance with company policies and budget constraints.
• Monitor and manage software licenses to ensure compliance with vendor agreements and avoid over- or under-licensing.
• Conduct regular audits of software installations and usage to identify discrepancies and optimize license utilization.

WHAT YOU’LL NEED TO BE SUCCESSFUL:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 3-5 years of experience in IT service delivery or a similar role, with at least 2 years in a supervisory or managerial position.
• Strong understanding of ITIL or other IT service management frameworks.
• Excellent organizational, multitasking, and time management skills.
• Proficient in asset management and software licensing tools and practices.
• Exceptional interpersonal and communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Strong problem-solving skills and the ability to make decisions under pressure.
• Experience with help desk ticketing systems and remote support tools.

IDEALLY, YOU’LL ALSO HAVE:

• Relevant certifications (e.g., ITIL, PMP, CSM, or other ITSM-related credentials) are a plus.
• Experience working in an ITAR\DoD environment.

TRAVEL: Occasional travel to other DSI physical locations.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

EOE/AA/M/F/Vets – US Protected Individual status required (US citizen, lawful permanent resident, asylee, refugee or temporary resident (as defined at 8 USC 1160(a).

Nearest Major Market: Manchester
Nearest Secondary Market: Nashua