IT Service Delivery Manager
On-site · Fort Worth, Texas, United States
Job Summary
IT Service Delivery Manager overseeing the Service Desk across the organization, focusing on service quality, IT support process improvement, and end-user computing stability. Lead 24x7 service desk operations, implement ITIL-based frameworks for incident, problem, and change management, manage SLAs/KPIs, drive continuous improvement, optimize operations, and partner with vendors to ensure high-quality services. Mentor a team of IT service delivery professionals, communicate performance metrics to IT leadership, and align service delivery with business objectives.
Required Qualifications
- ITIL certification (e.g., ITIL Foundation, ITIL Practitioner, or higher)
- College degree is required
- 10+ years of experience in IT service delivery, IT operations, or a similar leadership role
- 8+ years of proven experience with end user computing hardware, including asset management and refresh initiatives
- 5+ years of proven experience managing large IT service desk teams and driving service improvements
- 5+ years of proven experience with ITIL or ITSM frameworks and managing SLAs and KPIs for IT services
- 5+ years of proven experience with vendor management, including managing performance
- 3+ years of proven experience using ITSM tools (Jira Service Desk) for incident, problem and change management
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