Service Delivery Manager / Project Manager

Softthink Solutions Inc; Santa Monica (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Softthink Solutions Inc. is seeking a Service Delivery Manager / Project Manager for an onsite role in Santa Monica, CA.

The candidate must be a US citizen or eligible to work in the United States and will lead service delivery, project coordination, and SLA performance for a 24x7 service desk in a municipal context. Key responsibilities include coordinating service desk operations, incident handling, and stakeholder communications; preparing reports and QBRs; and ensuring adherence to ITIL

Qualifications

• Experience managing IT service desk or IT service delivery operations.
• Familiarity with SLA and incident management.
• Experience in ITIL-aligned service desk environments.
• Understanding of coordinating multi-team projects.

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.

Skills

IT service delivery operations

SLA management

Stakeholder communication

Team coordination

ServiceNow operations

Education

Bachelor's degree in IT/CS/Business

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