Service Delivery Manager

Job Description

We are looking for an experienced Service Delivery Manager to oversee the operations of our global service desk in Seattle, Washington. This role is crucial to ensuring the delivery of exceptional IT support services for both internal teams and external clients. The ideal candidate will bring strategic leadership, a deep understanding of IT service management, and a commitment to driving team success and growth.

Responsibilities:

Bilingual in English and Spanish required

• Lead and manage global service desk teams across diverse regions to ensure consistent and high-quality IT support.

• Develop and implement IT service management strategies aligned with organizational goals and client needs.

• Oversee day-to-day service desk operations while balancing long-term strategic initiatives.

• Foster team development by providing resources, guidance, and mentorship to achieve individual and collective objectives.

• Monitor and optimize service delivery performance metrics to ensure operational excellence.

• Collaborate with cross-functional teams to enhance service desk processes and workflows.

• Manage budgets and billing functions related to service delivery operations.

• Utilize the ServiceNow platform for development, implementation, and optimization of ITSM solutions.

• Act as a role model to inspire and elevate team performance, aligning with organizational values.

• Drive continuous improvement initiatives to enhance service quality and efficiency.

M/D/V

401K 4% match

ST/LT Disability

PTO 3 weeks 10 holidays Sick time• Minimum of 7 years of experience in IT service management or service delivery leadership roles.

• Strong expertise in ITIL frameworks and their practical application.

• Proficiency in ServiceNow platform development, implementation, and ITSM modules.

• Demonstrated ability to manage budgets and oversee billing processes.

• Excellent communication skills to effectively interact with global teams and stakeholders.

• Proven experience in leading and mentoring diverse teams across multiple regions.

• Strategic thinking and problem-solving capabilities to drive service delivery improvements.

• Familiarity with tools and methodologies for optimizing workflows and processes.

Full-time