Project Management Service Delivery Mgr.

Job Description

Job Title: Project Management Service Delivery Mgr.

Location: Phoenix AZ

Core Focus (Priorities)

Project Management / Delivery (40%)

Coordinate enterprise IT projects
Drive execution and cross-functional initiatives
Resource coordination and stakeholder communication

Process Improvement (30%)

ITIL-based process improvements
SOPs, workflows, RACI, documentation
Process standardization and governance

Analytics (30%)

KPI and SLA reporting
Dashboards and operational metrics
Executive reporting and data-driven recommendations

Must-Have Experience

5+ years in IT Operations, IT Service Delivery, Technical Analysis, PMO, or IT Governance
Enterprise IT environment
ITIL / ITSM knowledge
Project delivery experience
Process documentation and continuous improvement
Stakeholder management
Governance, compliance, or audit exposure
Strong communication and presentation skills

Preferred Skills

ServiceNow (preferred)
ITIL Foundation
COBIT
Power BI / Excel reporting
Lean / Six Sigma
GRC / Risk / Compliance

Key Responsibilities:

Analyze, document, and maintain IT processes, standards, and procedures across service management, security, and operations
Support the design, implementation, and continuous improvement of IT practices aligned with frameworks such as ITIL, COBIT, and internal governance models
Partner with IT teams to assess process gaps, risks, and inefficiencies, and recommend improvement opportunities
Develop and maintain process documentation, workflows, RACI models, and standard operating procedures (SOPs)
Support audits, risk assessments, and compliance activities by gathering evidence, tracking remediation actions, and ensuring documentation accuracy
Track and report on IT process performance using KPIs, metrics, and dashboards
Facilitate process reviews, workshops, and stakeholder discussions to drive adoption and standardization
Assist with service delivery management activities