Service Delivery Manager

SERVICE DELIVERY MANAGER
(Full Time, Salary, Exempt)

Looking tojoin a growing company dedicated to helping others? We offer that, plus competitive salaries,a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others!

About Continental General:

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services.

With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

Position Summary:

The Service Delivery Manager is a customer-focused leader responsible for delivering an exceptional IT experience across the organization. This role oversees Service Desk, Desktop Support, and Asset Management, ensuring reliable, high-quality service delivery and operational excellence.

As the primary point of contact for business-facing IT support, this manager leads escalations, coordinates major incidents, and drives swift issue resolution. They play a key role in modernizing IT service delivery through AWS Cloud technologies, AI, and automation, while leveraging uptime, SLA, and customer satisfaction metrics to identify improvements.

This role drives the evolution of IT support into a proactive, data-driven function, one that anticipates issues, automates resolution, and continuously enhances the employee technology experience.

Key Responsibilities:

• Lead the Service Desk, Desktop Support, and AV/office technology IT support functions.
• Act as the primary business point of contact for IT support, managing escalations, communicating effectively with all levels of the organization, and ensuring a positive user experience.
• Serve as Incident Manager, coordinating the detection, escalation, and resolution of major incidents, with an emphasis on root cause elimination and continual service improvement.
• Drive consistent execution of ITSM processes to maintain SLA performance and service quality.
• Oversee IT asset lifecycle management, ensuring accurate tracking, procurement coordination, and reporting to optimize resource utilization and reduce costs.
• Develop and deliver enterprise IT communication and training programs, empowering employees through knowledge sharing and self-service resources.
• Provide reporting and insights on SLA performance, incident trends, and service metrics to inform leadership decisions and drive continuous improvement.
• Lead initiatives in automation, AI-assisted support, and self-service platforms to modernize IT delivery and reduce manual workloads.
• Collaborate with IT teams to identify and implement improvements within AWS environments.
• Maintain and improve AV and conference room systems, ensuring 99% uptime and user satisfaction.
• Build a culture of customer care, innovation, and accountability, ensuring all team members deliver empathetic, consistent, and timely service.

Qualifications:

• Bachelor’s degree in computer science or a related field (or equivalent experience).
• AWS Certified Cloud Practitioner or similar certification.
• Minimum 3 years of leadership experience managing ITSM or IT support teams.
• Technical expertise across end-user technologies, operating systems, and networking fundamentals, with the ability to guide teams through complex issues.
• Extensive knowledge of cloud architecture and integrations to identify service delivery improvements and support IT modernization.
• Strong understanding of ITIL principles and practical application in service delivery environments.
• Experience leveraging AI tools and automation workflows (such as chatbots, scripting, or orchestration platforms) to optimize service delivery.
• Experience managing SLA compliance, monitoring KPIs, and…