ITSM Service Delivery Manager

📌 Hiring: ITSM Service Delivery Manager

📍 Location: Remote

🕒 Job Type: Full-Time    

Role Overview:
We are seeking an experienced ITSM Service Delivery Manager to lead the delivery and governance of ITIL-based service management team for a large, ITAR-compliant global manufacturing client. This role demands strong leadership, operational excellence, stakeholder management, and technical oversight to ensure reliable and efficient delivery services across a complex infrastructure & Application landscape. The successful candidate will be responsible for driving process maturity, service quality, customer satisfaction, and continuous improvement while fostering a high-performing and collaborative team environment.
Key Responsibilities:
Provide overall leadership and governance for end-to-end ITSM service delivery, ensuring compliance with SLAs, KPIs, contractual obligations, and ITIL best practices.
Lead, mentor, and develop teams responsible for Change Management, Release Management, Deployment Management, Major Incident Management, Problem Management, Configuration Management, and Testing Services.
Establish strong relationships with customer executives and key stakeholders, serving as the primary escalation point and trusted advisor for service delivery matters.
Drive effective management of critical incidents and escalations, ensuring timely resolution, clear communication, and thorough root cause analysis.
Identify and implement service improvement initiatives that enhance operational efficiency, service quality, and customer experience.
Oversee service governance activities, including operational reviews, compliance reporting, risk management, audits, and continuous service improvement programs.
Collaborate with cross-functional delivery teams to ensure seamless execution of releases, deployments, and infrastructure changes while minimizing business impact.
Support account growth by identifying value-added opportunities, process optimization initiatives, and service expansion opportunities.

Required Skills & Experience:
15+ years of experience in IT Service Management with a proven track record of leading large-scale service delivery organizations.
Deep expertise in ITIL processes, service operations, and ITSM governance frameworks.
Demonstrated experience managing large customer engagements, executive stakeholders, and complex service delivery environments.
Strong leadership and people management capabilities with experience leading geographically distributed teams.
Proven ability to manage high-priority escalations, major incidents, and service recovery activities in mission-critical environments.
Strong business acumen with the ability to identify growth opportunities, drive service improvements, and contribute to accounting expansion.
Excellent communication, presentation, analytical, and stakeholder management skills.
Experience working in regulated environments with ITAR compliance considerations is highly desirable.
ITIL Foundation/Intermediate/Expert certification preferred; advanced ITSM or leadership certifications are an added advantage.