Service Delivery Manager

Computacenter AG & Co. oHG; Norcross (GA); On-site; USD 90,000 - 150,000; Full time

Job summary

Computacenter is seeking a Service Delivery Manager to oversee the effective delivery, performance, and continual improvement of internal IT services. You will be the primary escalation and coordination point between IT delivery teams and business stakeholders, ensuring services meet agreed outcomes.

You will own service reviews, drive stability and performance using data, and manage change, incident and problem leadership.

Qualifications

• ITIL knowledge and IT service management basics required.
• Experience with IT service delivery and governance.
• Ability to drive continuous improvement in service performance.

Responsibilities

• Establish and maintain service reviews.
• Ensure service documentation is complete and up to date.
• Own the service performance narrative and next steps.
• Drive proactive stability and performance improvements using data.
• Own and track service improvement plans and risks.
• Engage stakeholders through regular reviews and reporting.
• Support vendor governance and review service levels and KPIs.

Skills

ITIL knowledge

Stakeholder communication

Analytical thinking

Problem solving

Change management

Service delivery

Education

ITIL 4 Foundation or higher

Job description

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Service Delivery Manager

This is an internal position.

About the role

The Service Delivery Manager is accountable for the effective delivery, performance, and continual improvement of internal IT services. The role ensures services meet agreed service levels and business expectations while acting as the primary escalation and coordination point between IT delivery teams and internal business stakeholders. The role ensures services meet agreed business outcomes through effective governance, service performance management, incident and problem leadership, change and risk management, stakeholder engagement, and continual improvement.

What you'll be doing

• Establish and maintain service reviews
• Ensure service documentation is complete and up to date
• To own the service performance narrative, explaining what happened, why it mattered and what we're doing next.
• Drive proactive service stability and performance improvements using data and analytics.
• Ensure effective stakeholder communication and escalation control.
• Own Problem Management outcomes, including root cause analysis and corrective and preventive actions.
• Act as the primary point of contact for service-related matters, ensuring clear communication, managing expectations, and fostering collaboration.
• Proactively engage stakeholders through regular service reviews, transparent reporting, and continuous improvement initiatives to deliver operational excellence and customer satisfaction.
• Partner with Change, Release and Transition to reduce service risk
• Identify opportunities to improve service quality, resilience, and efficiency.
• Own and track service improvement plans, ensuring benefits are realised.
• Use data and insight to drive proactive improvement and risk reduction.
• Support automation, standardisation, and service maturity initiatives.
• Support vendor governance and performance reviews to ensure service outcomes are achieved including reviewing service levels, KPI's and support models

What you have

• Deep understanding of ITIL and IT service management frameworks.
• Strong problem-solving and analytical abilities.
• Excellent communication skills for working with internal and external stakeholders.
• Experience with service management tools and reporting methods.
• Ability to drive change and continuous improvement
• Proven experience in an IT Service Delivery Manager or similar role.
• Experience operating in an ITIL-aligned service management environment.
• Experience managing service reviews
• ITIL 4 Foundation or higher.
• Experience in internal enterprise IT environments.
• Experience supporting service transitions and change initiatives.

What you can expect

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We're a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us