Service Delivery Manager

The Service Delivery Manager is responsible for leading and coordinating the End User Services (EUS) that supports on-site IT and remote operations across all company locations. This role ensures the reliable deployment, maintenance, and repair of hardware, network infrastructure, and end-user systems. The manager oversees field technicians, manages service delivery standards, and ensures timely resolution of technical issues while maintaining high customer satisfaction in conjunction with the Service Desk.

• Lead and develop a distributed EUS team, including owning the follow-the-sun support model.
• Coordinate on-site and remote IT support across multiple locations in partnership with the Service Desk.
• Serve as the primary escalation point for the Service Desk.
• Manage VIP support and process.
• Ensure timely installation, maintenance, and repair of end-user devices.
• Own technician scheduling, dispatch, and workload management.
• Monitor service performance and ensure compliance with SLAs and company standards.
• Collaborate with infrastructure, security, and Service Desk teams to resolve complex issues.
• Drive high levels of customer satisfaction and resolve escalated service issues.
• Maintain accurate service, asset, and inventory documentation.
• Own the creation and quality of knowledge base content for EUS and the Service Desk.
• Manage the full hardware and software lifecycle, including deployment, upgrades, licensing, and replacements.
• Identify and implement process improvements to enhance efficiency and service quality.
• Build strong relationships with internal stakeholders, vendors, and third-party service providers.
• Ensure compliance with security, safety, and corporate policies.
• Produce regular reporting on service performance, incident trends, and operational improvements.
• Lead Major Incident Management along with the Service Desk.

• Strong knowledge of desktop support, networking, hardware troubleshooting, and enterprise IT environments.
• Experience with IT service management tools (e.g., Service Now or similar).
• Excellent knowledge of ITIL practices and service delivery frameworks.
• Excellent leadership, communication, and organizational skills.
• Ability to manage multiple priorities and respond effectively in fast-paced environments.

• ITIL Certification.
• CompTIA Network+, A+, or similar certifications.
• Experience managing distributed or multi-location support teams.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience in IT support, field services, or technical operations.
• 2+ years of leadership or team management experience.

• May require occasional evening or weekend work.
• Regular domestic travel; occasional international travel.