Service Delivery Manager IT Security Operations

Role Overview

The Service Delivery Manager oversees end-to-end service performance for a value stream, ensuring alignment to business outcomes and coordination across build and run activities. This role serves as the operational leader for an assigned value stream, product line(s), or business capability area, with accountability for service health, user experience, supplier performance, and operational readiness across the full lifecycle.

Owns end-to-end service performance for the assigned value stream, including availability, reliability, support quality, SLA/KPI attainment, and user experience. Serves as the primary operational counterpart for supplier-delivered services supporting the value stream.

Demonstrates consistent service performance, stakeholder trust, and effective supplier governance. Experience with service reviews, SLA/KPI management, incident/problem/change management, root-cause analysis, and continual service improvement.

• Bachelor's degree in Computer Science, Computer Technology, Information Management, or related field
• Minimum of eight (8+) years of related experience or equivalent combination of education and experience
• Five (5+) years of experience in service delivery, IT operations, service management, product support, supplier management, or production support leadership
• Experience leading service performance across a product line, service line, platform family, or major operational domain in a large, matrixed enterprise
• Experience working across build, release, transition, run, service desk, field support, and supplier teams to maintain service quality and operational continuity
• Experience with service reviews, SLA/KPI management, incident/problem/change management, root-cause analysis, and continual service improvement
• Experience supporting supplier-enabled or hybrid delivery models, including day-to-day coordination with MSPs or strategic service partners

• Health, dental, and vision insurance
• Retirement plan
• Paid time off
• Holidays
• Life insurance
• Disability insurance
• Employee assistance program
• Training and development opportunities