IT Project Manager – Service Delivery & Operations
Job in
Batavia, Kane County, Illinois, 60510, USA
Listed on 2025-12-02
Listing for:
Golden Five
Full Time
position Listed on 2025-12-02
Job specializations:
-
IT/Tech
IT Project Manager, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
"We will succeed by providing the best service , driven by the most effective operation and smartest technology."
Jobs (Current Openings) : IT Project Manager – Service Delivery & OperationsVacancy :
- 1
Salary :
- Negotiable
Job Type :
- Full-Time | On-site / Hybrid
The IT Project Manager – Service Delivery & Operations will oversee and coordinate all technology service operations for Fermilab under the Statement of Work, ensuring the delivery of high-quality, timely, and efficient IT support. This role will supervise teams across multiple service domains, including Service Desk, Deskside Support, Automated Call Distribution (ACD), Desktop Systems Management, and Enhanced Server Support. The Project Manager will act as the primary point of contact between Fermilab and the Seller (service provider), ensuring contractual obligations are met, SLAs are achieved, risks are managed, and all deliverables align with Fermilab’s technical, security, and operational standards.
Key Responsibilities- Oversee all IT service delivery components defined in the Statement of Work, including:
Service Desk and Customer Experience Management;
Deskside Support Operations;
Desktop Systems Management (SCCM/Jamf);
Automated Call Distribution (ACD) Operations;
Enhanced Server Support and Maintenance. - Ensure project scope, timelines, deliverables, and SLAs are clearly defined, tracked, and achieved.
- Lead regular governance meetings with Fermilab stakeholders to review performance, risks, and improvement plans.
- Develop and maintain project plans, reports, and documentation in accordance with Fermilab’s project management framework.
- Ensure compliance with Fermilab cybersecurity, change management, and ITIL service management practices.
- Supervise cross‑functional technical teams, including service desk engineers, deskside technicians, system administrators, and server support staff.
- Assign tasks, monitor progress, and ensure efficient resource utilization across all service areas.
- Conduct performance reviews and ensure adherence to SLA‑driven service quality metrics.
- Promote a culture of accountability, collaboration, and continuous improvement within the project team.
- Support staff training, certification, and development to maintain technical excellence and compliance with contractual skill requirements.
- Serve as the primary liaison between Fermilab and the Seller’s delivery organization.
- Maintain transparent communication with Fermilab management regarding project health, risks, and escalations.
- Present quarterly performance and warranty reports (for Enhanced Server Support, ACD, and Desktop Systems) and recommend strategic improvements.
- Collaborate with Fermilab Service Management to define and refine open call management methodologies, escalation procedures, and response protocols.
- Monitor operational KPIs across all service areas, including incident and request resolution times, patch and system compliance rates, server uptime and response metrics, customer satisfaction (CSAT), and SLA adherence.
- Implement corrective actions and improvement initiatives when SLAs are at risk.
- Lead root cause analysis (RCA) for major incidents and drive preventive measures.
- Develop and maintain Knowledge Base documentation, SOPs, and training materials to support consistent service delivery.
- Identify opportunities to enhance efficiency through automation, process redesign, or new technologies.
- Ensure all service activities comply with Fermilab’s security, data protection, and operational standards.
- Maintain accurate asset and configuration data in the Configuration Management Database (CMDB).
- Oversee quarterly reporting for equipment coming off warranty or maintenance contracts, CMDB entitlement validation for Enhanced Server Support, and performance dashboards for ACD, Service Desk, and Desktop Systems Management.
- Prepare and submit weekly, monthly, and quarterly performance reports summarizing project progress, risks, and metrics.
- Bachelor’s degree in…
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