Service Delivery Manager / Project Manager

Softthink Solutions; Santa Monica (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Softthink Solutions is seeking a Service Delivery Manager / Project Manager to oversee end-to-end IT service delivery from Santa Monica, onsite. You will coordinate the 24x7 service desk, ensure SLA adherence, and manage stakeholder communications with a focus on ITIL-aligned operations and ServiceNow usage.

The role requires coordinating staffing, escalations, and reporting through QBRs, while maintaining strong engagement with City stakeholders and ensuring smooth onboarding and knowledge

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred, or equivalent relevant experience.
• ITIL Foundation or higher preferred.
• PMP or equivalent project/service management certification preferred.
• CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk

Responsibilities

• Manage service delivery and ensure compliance with contractual and SLA requirements.
• Coordinate service desk operations, staffing, schedules, and escalations.
• Act as the primary point of contact for City stakeholders.
• Monitor service performance, incidents, risks, and corrective actions.
• Prepare and present service reports and quarterly business reviews (QBRs).
• Coordinate onboarding, onsite immersion, knowledge transfer, and staff transitions.
• Ensure proper use of ServiceNow and adherence to documented processes.

Skills

IT service delivery

SLA management

Stakeholder communication

Incident management

IT governance

Team coordination

Reporting to management

Project coordination

Onsite operations

Education

Bachelor's degree in IT/CS/Business or related

ITIL Foundation or higher

PMP or equivalent

CLETS certification for frontline Police/City Attorney tech

Tools

ServiceNow

Job description

Job Title: Service Delivery Manager / Project Manager

Location: Onsite, Santa Monica, CA

Work authorization: US Citizen

Role Summary:

Responsible for overall service delivery, project coordination, SLA performance, reporting, stakeholder communication, and ensuring that the 24x7 service desk operates in accordance with project requirements.

Roles and Responsibilities:

• Manage overall service delivery and ensure compliance with contractual and SLA requirements.
• Coordinate service desk operations, staffing, schedules, and escalations.
• Act as the primary point of contact for City stakeholders.
• Monitor service performance, incidents, risks, and corrective actions.
• Prepare and present service reports and quarterly business reviews (QBRs).
• Coordinate onboarding, onsite immersion, knowledge transfer, and staff transitions.
• Ensure proper use of ServiceNow and adherence to documented processes.

Professional Experience:

• Experience managing IT service desk, IT support, or IT service delivery operations.
• Experience with SLA management, incident management, escalation handling, and stakeholder communication.
• Experience managing ITIL-aligned service desk operations in public-sector or complex enterprise environments
• practical understanding of ServiceNow operations; and the ability to coordinate teams
• Experience coordinating support teams and service reporting.
• Experience with ITSM tools, preferably ServiceNow.

Educational Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred, or equivalent relevant experience.

Certifications:

• ITIL Foundation or higher preferred.
• PMP or equivalent project/service management certification preferred.
• CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk