Job Description

Position : IT Service Delivery Manager

Salary: $90,000 - $140,000 (10% bonus range)

Duration : Perm

Location : Dallas, TX (has to be 4 days onsite M-Thurs)

Target Start Date: ASAP

Interview Process: 2 rounds:

• 1st Virtual Panel interview, 2nd Onsite interview/final

Day to Day:

The IT Service Delivery Manager will oversee the delivery of IT services and ensure high-quality support across the organization. This person will be responsible for managing the relationship between the client and the MSP, including understanding the relationship from a contractual standpoint, holding the MSP accountable, ensuring SLAs are met, and acting as the key liaison between IT and business units. The ideal candidate has a strong background in IT service management (ITSM), team leadership, and customer-focused service delivery in a fast-paced environment. Other responsibilities include:

• Lead and manage core IT Service Management (ITSM) processes including Incident, Request, Change, and Problem Management to ensure consistent, reliable IT service delivery.
• Establish, monitor, and enforce Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) to maintain high service quality and performance standards.
• Act as the primary escalation point for service-related issues, driving timely resolution, root cause analysis, and long-term corrective actions.
• Collaborate closely with the IT Manager to ensure seamless integration of service delivery with infrastructure operations and technology deployments.
• Coordinate onboarding, support processes, and change management activities across infrastructure and platform services to ensure smooth transitions and minimal disruption.
• Contribute to project planning and technical design sessions, providing insights into operational impacts, service risks, and support requirements.
• Partner with procurement, finance, and legal teams to support vendor selection, contract negotiations, renewals, and performance reviews.
• Analyze service data, metrics, and user feedback to identify trends, drive service improvements, and implement proactive corrective measures.
• Promote and champion ITIL best practices across IT teams to enhance service consistency, efficiency, and customer satisfaction.
• Manage communication and stakeholder updates during incidents, maintenance events, and service outages, ensuring transparency and timely information flow.
• Serve as a strategic liaison between IT and business units, translating service requirements into actionable initiatives that support organizational goals

Must Haves:

• Experience managing an MSP relationship within enterprise environments, preferably an offshore MSP
• 5+ years of experience in IT service management or IT operations, with at least 2 years in a service delivery or vendor management role.
• Understanding of contracts from a technical perspective: SLAs, KPIs, SOWs, etc.
• Strong Knowledge of ITIL processes and ITSM tools.
• Familiarity with cloud service delivery (e.g. AWS, Microsoft 365).
• Excellent communication, analytical, and stakeholder management skills.

Plusses:

• ITIL v4 Foundation or higher certification

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