Position : IT Service Delivery Manager
Salary: $90,000 - $140,000 (10% bonus range)
Duration : Perm
Location : Dallas, TX (has to be 4 days onsite M-Thurs)
Target Start Date: ASAP
Interview Process: 2 rounds:
- 1st Virtual Panel interview, 2nd Onsite interview/final
Day to Day:
The IT Service Delivery Manager will oversee the delivery of IT services and ensure high-quality support across the organization. This person will be responsible for managing the relationship between the client and the MSP, including understanding the relationship from a contractual standpoint, holding the MSP accountable, ensuring SLAs are met, and acting as the key liaison between IT and business units. The ideal candidate has a strong background in IT service management (ITSM), team leadership, and customer-focused service delivery in a fast-paced environment. Other responsibilities include:
- Lead and manage core IT Service Management (ITSM) processes including Incident, Request, Change, and Problem Management to ensure consistent, reliable IT service delivery.
- Establish, monitor, and enforce Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) to maintain high service quality and performance standards.
- Act as the primary escalation point for service-related issues, driving timely resolution, root cause analysis, and long-term corrective actions.
- Collaborate closely with the IT Manager to ensure seamless integration of service delivery with infrastructure operations and technology deployments.
- Coordinate onboarding, support processes, and change management activities across infrastructure and platform services to ensure smooth transitions and minimal disruption.
- Contribute to project planning and technical design sessions, providing insights into operational impacts, service risks, and support requirements.
- Partner with procurement, finance, and legal teams to support vendor selection, contract negotiations, renewals, and performance reviews.
- Analyze service data, metrics, and user feedback to identify trends, drive service improvements, and implement proactive corrective measures.
- Promote and champion ITIL best practices across IT teams to enhance service consistency, efficiency, and customer satisfaction.
- Manage communication and stakeholder updates during incidents, maintenance events, and service outages, ensuring transparency and timely information flow.
- Serve as a strategic liaison between IT and business units, translating service requirements into actionable initiatives that support organizational goals
Must Haves:
- Experience managing an MSP relationship within enterprise environments, preferably an offshore MSP
- 5+ years of experience in IT service management or IT operations, with at least 2 years in a service delivery or vendor management role.
- Understanding of contracts from a technical perspective: SLAs, KPIs, SOWs, etc.
- Strong Knowledge of ITIL processes and ITSM tools.
- Familiarity with cloud service delivery (e.g. AWS, Microsoft 365).
- Excellent communication, analytical, and stakeholder management skills.
Plusses:
- ITIL v4 Foundation or higher certification