Own both strategy and tactical execution for the Service Delivery organization, ensuring that long-term vision is translated into practical, day-to-day outcomes across Field, NOC, Systems, and Remote Support and ensure a consistent client experience.
Manage and develop managers and discipline leads, setting expectations, coaching performance, and building a strong operating culture across the service organization.
Own service delivery outcomes including SLA adherence, backlog health, aging ticket visibility, and escalation governance within ServiceNow.
Mature ITIL-based processes across Incident, Problem, Change, and Service Request workflows, driving consistent adoption and continuous improvement.
Oversee operational monitoring and service health visibility through platforms such as ServiceNow and related tooling, ensuring alerts translate into clear operational response and documented follow-through.
Establish and govern budgets for the Service Delivery organization, demonstrating strong financial acumen and budget ownership when planning capacity, vendor costs, training.
Establish and maintain dashboards and reporting for utilization, service performance, and profitability, translating data into actionable priorities for leaders.
Partner closely with Account Management and Client Success to support escalation resolution, expectation setting, and service continuity for clients.
Maintain readiness for 24/7 staffing models, including nights, weekends, shift rotations, and holiday coverage planning across global teams.
Identify opportunities to modernize tools, workflows, and internal operating rhythms, bringing a builder mindset to scaling service delivery, while creating humanity in scalable systems.

Requirements

10 or more years of service delivery leadership within an MSP or technology services organization supporting 24/7/365 operations.
Proven experience leading Field Services, Network Operations Center, Systems Engineering, and Remote Support organizations.
Strong mastery of ITIL in practice and ITSM governance within ServiceNow workflows.
Demonstrated financial acumen with budgets, forecasting, analytics ownership, KPI development, and executive-ready reporting.
M&A Integration experience is a plus, and strongly preferred.
Strong analytics capability with comfort building and managing metrics tied to service quality and profitability.
Leadership presence with strong written and verbal communication skills in a client-facing environment.
Builder mentality and comfort working through ambiguity to implement scalable processes and standards.
Track record of coaching and mentoring managers while building a high-performance, client-first culture.

Benefits

Health, Dental, & Vision
Flexible Spending Account (FSA)
401k
Health Reimbursement Account (HRA)
Health Savings Account (HSA)
Life Insurance
Disability Insurance
Paid Parental Leave
Holiday Pay
Flexible Vacation & Sick Days
Fourteen holidays, including a day off on your birthday
Flexible vacation
Spot bonuses for demonstrated excellence
Community and social events
Learning and development
$100 well-being allowance
Other health & wellness perks

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

ITILITSMServiceNowSLA adherencebacklog managementincident managementproblem managementchange managementservice request workflowsanalytics

Soft skills

leadershipcoachingcommunicationfinancial acumenclient-facingbuilder mentalitymentoringperformance managementoperating cultureambiguity management