Strategic IT Service Delivery Lead

GCS Recruitment; Fort Lauderdale (FL); On-site; USD 110,000 - 150,000; Full time

Job summary

GCS Recruitment seeks an experienced IT Service Delivery Manager to build and optimize a scalable IT service delivery function for a public safety software organization. The role focuses on establishing structured ITSM practices, standardized support processes, and measurable customer experience improvements.

The candidate will lead cross-functional teams, implement service management tools, define KPIs, and drive continuous service enhancements while maintaining ongoing support operations.

Qualifications

• Proven experience in IT Service Delivery Management or IT Operations.
• Experience establishing or improving service delivery and support operations.
• Hands-on experience with ITSM platforms and ticketing systems.
• Strong understanding of incident, problem, and request management.

Responsibilities

• Assess current IT service delivery and customer support processes to identify gaps and improvement opportunities.
• Develop and implement a standardized service delivery model with centralized intake and consistent incident management.
• Define service catalogs, categories, severity levels, triage, escalation paths, and ownership guidelines.
• Establish SLAs, response targets, incident handling procedures, and customer communication standards.
• Define data requirements and reporting to monitor service performance and drive improvements.
• Coordinate with leadership and technical teams to transition processes and train staff.

Skills

ITSM

IT Service Delivery

Incident management

Problem management

SLA definition

Stakeholder management

Tools

ITSM platforms

Ticketing systems

Service management tools

Job description

GCS Recruitment seeks an experienced IT Service Delivery Manager to build and optimize a scalable IT service delivery function for a public safety software organization. The role focuses on establishing structured ITSM practices, standardized support processes, and measurable customer experience improvements.

The candidate will lead cross-functional teams, implement service management tools, define KPIs, and drive continuous service enhancements while maintaining ongoing support operations.