Senior Manager- IT Service Delivery

The Senior Manager of IT Service Delivery oversees the delivery of IT support services across divisional and enterprise levels. This role ensures timely, efficient, and customer-focused operations through strong leadership and adherence to ITIL-based processes, including incident, request, problem, and change management.

The position partners closely with Infrastructure, Applications, and Information Security teams to maintain consistent service execution, clear communication, and high-quality outcomes across all supported environments. It also drives cross-divisional alignment, advances operational maturity, and strengthens collaboration among Service Delivery teams.

The Senior Manager supports the resolution of conflicts within and between teams, fostering a culture of accountability, professionalism, and mutual respect. The role may serve as a designee for senior IT leadership as needed, representing IT Operations in enterprise planning, governance, or crisis management activities.

Through effective mentorship and performance management, the Senior Manager develops team leaders, promotes continuous improvement, and ensures IT Operations consistently delivers reliable, responsive, and high-quality support across the organization.

Provide leadership to both divisional and enterprise Help Desk and Field Services operations, ensuring consistent standards, shared practices, and high-quality service delivery across all locations.
• Lead and coordinate communication during Major Incident Management (MIM) events, serving as liaison between IT Operations and IT leadership to ensure structured response and timely resolution.
• Manage and track Service Delivery project portfolios to maintain enterprise visibility, alignment, and progress toward strategic goals.
• Collaborate with Infrastructure, Applications, and Information Security teams to maintain system stability, operational consistency, and cross-functional coordination.
• Partner with IT Operations leadership to identify and implement service improvements, resource optimization, and process standardization opportunities.
• Develop and maintain Service Delivery documentation, metrics, and reporting frameworks that promote transparency and performance accountability.
• Drive cross-divisional alignment, ensuring unified service planning, process consistency, and collaboration among Service Delivery teams.
• Mentor and develop Service Delivery team leads to build leadership capability, improve communication practices, and strengthen engagement.
• Maintain effective communication with stakeholders at all levels to ensure awareness, responsiveness, and alignment with organizational objectives.
• Support the resolution of conflicts within and between teams through constructive communication and collaboration.
• Foster a culture of accountability, professionalism, and mutual respect across Service Delivery and peer IT functions.
• Serve as a designee for senior IT leadership when needed, representing IT Operations in planning, governance, and crisis management activities.
• Participate in the development and execution of enterprise-wide initiatives that improve operational maturity and service quality.
• Contribute to policy reviews, process documentation, and continuous improvement efforts across IT Operations.
• Engage in professional development to maintain current knowledge of IT service management practices, tools, and technologies.
• Perform other related duties as assigned in support of IT Operations and organizational goals.

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience may be considered.

Experience:

• 5 - 8 years of IT service delivery experience, including at least 5 years in leadership roles across multi-site or enterprise environments.
• Experience with incident and request management, performance monitoring, and continuous improvement of IT support services.

Knowledge:

• Experience managing IT support and service delivery operations across multiple locations or teams.
• Strong understanding of ITIL processes, service performance metrics, and continuous improvement methods.
• Familiarity with enterprise service management tools and end-user support environments.

Skills:

• Ability to lead and mentor managers or team leads in delivering consistent, high-quality support services.
• Effective written and verbal communication skills for working with users, peers, and leadership.
• Strong organizational and problem-solving skills with the ability to balance priorities across divisions.
• Professional, customer-focused approach with commitment to service excellence and accountability.

Abilities:

• Ability to supervise, coach, and support technical support staff.
• Ability to work independently and as part of a team in a dynamic environment.
• Ability to follow and…