Service Delivery Manager

SERVICE DELIVERY MANAGER

Category

Requirement

Degree Requirements

A university degree (bachelor's or higher) in technical disciplines such as Computer Science, Telecommunications, Mathematics, or a related field.

Demonstrable Experience

A minimum of 8 years of proven experience in team leadership, project management, and decision-making within a relevant technological environment.

Number of Profiles

1

Technical Experience

Typically, degree-qualified, with appropriate technical certifications and at least 8 years of relevant professional experience, including supervisory responsibilities.

Service Hours

Service coverage from 7:00 AM to 6:00 PM. Coverage will be coordinated globally across team members.

Specific Knowledge

Ability to establish, manage, and evaluate one or more complex contracts related to the administration and ongoing development of applications and information systems.

MAIN FUNCTIONS AND TASKS

Extensive IT Service Delivery Experience - At least 8+ years of proven success in managing IT service delivery operations, including incident management, problem resolution, and continuous service improvement.

Vendor & Stakeholder Management - Strong ability to oversee external vendors and maintain productive relationships with stakeholders, ensuring service level agreements (SLAs) are met and optimized.

Budget & Financial Oversight - Experience in budget planning, forecasting, and cost optimization, ensuring financial efficiency and alignment with business objectives.

Expertise in IT Frameworks & Methodologies - Deep understanding of ITIL, Agile, PMP, PMI, and Service Now, with practical knowledge of service management best practices, continuous integration, and workflow automation.

Enterprise IT Strategy & Transformation - Skilled in developing and executing IT strategies, supporting long-term business goals, and integrating emerging technologies into service delivery models.

Team Leadership & People Management - Ability to lead, mentor, and manage IT teams, fostering collaboration, setting goals, and ensuring high-performance execution under demanding conditions.

Strong Problem-Solving & Risk Management - Proven ability to identify risks, develop mitigation strategies, and implement solutions that enhance service reliability and operational resilience.

Hands-on Experience with Service Management Tools - Practical use of Service Now, Azure Dev Ops, Docker, Kubernetes, and CI/CD tools to automate and streamline IT service delivery processes.

Industry Adaptability (Energy Experience Preferred) - IT service delivery expertise across diverse industries, with prior experience in the energy sector considered a plus.

Ability to Work On-Site in a High-Pressure Environment - Strong presence in Orange, CT, capable of thriving in an on-site, fast-paced operational setting with strict deadlines.