IT Service Delivery Manager

IT Service Delivery Manager page is loaded## IT Service Delivery Manager locations:
NJM - Trenton time type:
Full time posted on:
Posted 3 Days Agojob requisition :
R2007536

The IT Service Delivery Manager is responsible for leading NJM’s service management strategy, driving ITSM maturity, and ensuring alignment with business values. This role champions collaboration, accountability, and continuous improvement across all business functions. By evaluating current practices, strengthening visibility and oversight, and establishing a clear future vision, the Leader ensures service management delivers consistent value and supports organizational growth and operational  addition, the role is accountable for service quality by defining and monitoring key performance indicators for uptime, availability, and reliability, implementing proactive measures to minimize downtime and ensure high-performing IT services.

This role ensures alignment with organizational goals and collaborates with various stakeholders including NJM’s Business Partner, PMO office, SA&E and IT leadership. The official NJM job title is Administrator, Enterprise Service Management.
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* Essential Duties and Responsibilities:

**## Service Management Oversight & ITSM Maturity Enhance visibility and oversight of service management activities across the enterprise and establish performance measures to track progress and stakeholder satisfaction.
* Service Quality & Availability:
Define and monitor key performance indicators (KPIs) for service uptime and availability across critical systems. Implement proactive measures to minimize downtime and ensure high reliability of IT services.
* Evaluating current practices, strengthening visibility and oversight, and establishing a clear future vision, NJM ensures that service management delivers consistent value and supports organizational growth and operational excellence.
* Change Control Oversight:
Direct and govern the enterprise-wide change management process, ensuring rigorous adherence to ITIL standards. Responsibilities include reviewing and validating change requests, scheduling and coordinating approved changes, and confirming deployment within designated change windows.
* Drive ITSM maturity improvements that align with business values and measurable outcomes. 20% Release & Deployment Management
** Leadership & Staff Management
** This responsibility includes managing and supervising the service management team while driving the overall vision and strategy for service management. Provide clear direction and coaching to team members, ensuring they understand their role in achieving organizational goals and the long-term roadmap for IT services. Regularly review performance, deliver constructive feedback, and support professional development. Adjust staffing levels and allocate resources to meet business and security needs.

Foster a positive, collaborative environment that promotes accountability and continuous improvement. Communicate priorities effectively and recognize achievements to keep the team engaged and motivated. Oversee all aspects of service management, including process adherence, incident resolution, and ongoing improvement of IT services in alignment with the defined vision and strategic objectives.
** Release & Deployment Management
** Plan, schedule, and coordinate IT releases and deployments for enterprise initiatives. Work closely with NJM’s Business Partner, PMO Office, SA&E, and IT teams to ensure smooth transitions from development to production. Maintain release calendars and deployment documentation.
* Execution & Governance:
Lead Go-Live activities, including execution of deployment plans, validation checklists, and post-release reviews to ensure stability and compliance.
* Communication & Alignment:
Serve as the primary liaison between IT teams, project sponsors, and business units. Clearly articulate release scope, objectives, and deliverables, ensuring alignment across all stakeholders.
* Cross-Functional Coordination:
Facilitate collaboration between IT and business units to ensure technology solutions meet organizational needs and deliver measurable value.
** ESM Tool…