Service Delivery Manager

Alexander Technology Group; Boston (MA); Hybrid; USD 150,000 - 170,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

IT service delivery

IT operations

ITSM

Team leadership

Stakeholder communication

Multi-location management

Education

Bachelor's degree or equivalent

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Now Hiring: Senior Manager, IT Service Delivery | Direct Hire

Location: Boston, MA | Hybrid – Monday through Thursday onsite, Friday remote

Salary: $150,000–$170,000 base + 10–15% bonus

Position Overview

We are recruiting for a Senior Manager, IT Service Delivery to lead and improve IT service operations for a financial services organization.

This is a strategic leadership position focused on building a structured, accountable service delivery function, optimizing ITSM processes, and developing a team that supports employees across multiple office locations.

The role will oversee a team of six professionals across Boston, New York, and San Francisco, with responsibility for service performance, team development, process improvement, and ITSM platform optimization.

Key Responsibilities

• 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.

Required 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.

Preferred Experience

• ITIL 4 certification.
• Hands-on Freshservice administration or platform optimization.
• Experience in financial services, private equity, or a high-touch professional services environment.
• Experience implementing AI-enabled service management and automation capabilities.

Additional Details

This position requires four days onsite in Boston, with occasional travel to New York and San Francisco.

This is a service delivery leadership and transformation role, not a traditional hands-on technical support position. We are looking for someone who has experience building or restructuring service desk teams, improving ITSM processes, establishing accountability, and developing measurable service standards.