ITSM Service Delivery Manager

Job Title: ITSM Service Delivery Manager

Team Size: 60+
Location: Atlanta/Dallas or other Remote US locations
Job Type: Full-Time

Mandatory Skills:-

1. Must have managed a team size of at least 50+
2. Associated with large scale customer – Fortune 500 for at least 3-5 years
3. Scope:
1. Service Management / Operations (Incident, Problem, Change, Configuration, Release, Deployment)
2. Must have deep knowledge on at least 3-4 of above processes to act as Process Consultant / Practitioner to bring value in work.
4. Outward communication to work with Sr. Director / VP level at customer side

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.