INFORMATION TECHNOLOGY SERVICE DELIVERY MANAGER - REMOTE
Read straight from A.C.Coy's careers page, verified 2h ago.Seekless can tailor your résumé to it.
Seekless can write your résumé for this posting first.
Before you apply
LocationPittsburgh, PA, US
Work moderemote · United States
Typecontract
SenioritySenior
Experience5+ yrs
DepartmentInformation Technology
Company size501–1,000 people
PostedNov 7, 2024 · 2y ago
Verified live2h ago
At a glanceSummarised by Seekless from the posting.
5+ years of experience with ServiceNow Service Management (ITSM/ITAM)
ServiceDesk management experience for a global organization - 5+ years
Service Now platform experience (specifically: ITSM/ITAM) - 5+ years
Project management - 5+ years
ServiceDesk oversight of a managed service provider - 5+ years
Bachelor's degree or equivalent work experience
Experience managing day-to-day tactical operations of a service management organization and providing oversight of a managed service provider
No Sponsorship
Skills
ServiceNow
ITSM
ITAM
Overview
Location: Remote (CST or EST timezone only)
Job Type: Full Time / Contract
Legal
Work Authorization: No Sponsorship
The A.C.Coy company has an immediate opening for an IT Service Management Delivery Manager. Ideal candidates must have 5+ years of experience with ServiceNow Service Management (ITSM/ITAM). Experience managing day-to-day tactical operations of a service management organization and providing oversight of a managed service provider.
Responsibilities
•
Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations
•
Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality and compliance with established standards and SLAs
•
Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams to drive effective outcomes
•
Direct and support Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and providing guidance to project managers responsible for execution
•
Champion the end-user and customer experience by addressing service concerns, managing VIP and executive escalations, and ensuring the Service Desk interactions meet expectations for responsiveness and quality
•
Identify operational bottlenecks and implement process improvements to enhance service efficiency, customer satisfaction and overall Service Desk performance
•
Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams to ensure services align with organizational priorities and business needs
•
Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectation
Qualifications
Education:
•
Bachelor’s degree or equivalent work experience
Experience Required:
•
ServiceDesk management experience for a global organization - 5+ years
•
Service Now platform experience (specifically: ITSM/ITAM) - 5+ years
•
Project management - 5+ years
•
ServiceDesk oversight of a managed service provider - 5+ years