IT Service Delivery Manager

Zenith American Solutions, Inc.

IT Service Delivery Manager responsible for leading IT service improvement and delivery. Collaborating with business stakeholders, ensuring operational efficiency in technology support for the organization.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

The IT Service Delivery Manager is responsible for leading the delivery, support, and continuous improvement of IT service
Build and maintain strong relationships with business and operations leaders to ensure IT services align with organizational priorities and user needs
Lead day-to-day IT service delivery to ensure services are delivered effectively and in alignment with established SLAs and operational objectives
Own the end-to-end escalation management process, ensuring timely coordination, communication, and resolution of complex IT issues
Monitor and report on service delivery performance, including KPIs, SLAs, customer satisfaction, backlog trends, and operational health
Lead continuous improvement initiatives focused on operational efficiency, automation, service quality, and user experience
Ensure successful transition of projects and new technologies into production support

Requirements

What you’ll need

Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience
Minimum of 5-7 years of experience in IT support, with at least 3 years in an IT Service management or coordination role
Demonstrated experience owning escalation management and driving resolution across cross-functional teams
Experience working with third-party IT managed service providers (MSPs) and contractors
Experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice)
Strong problem-solving and analytical skills
Excellent verbal and written communication abilities
Proficiency in using IT service management (ITSM) tools and project management software
Ability to work independently and manage multiple priorities in a fast-paced environment

Benefits

Comp & perks

health, vision, and dental coverage
a retirement savings 401(k) plan with company match
paid time off (PTO)
great opportunities for growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT service managementescalation managementservice delivery performanceKPI monitoringSLA managementoperational efficiencyautomationservice qualityuser experienceproject transition

Soft Skills

problem-solvinganalytical skillsverbal communicationwritten communicationrelationship buildingindependencemulti-priority managementleadershipcoordinationcontinuous improvement