ICT Service Delivery Manager

About the role

The successful candidate will provide strong leadership and direction to a distributed support team, ensuring a high level of service delivery, consistency, and customer satisfaction across the region.

Responsibilities

• Lead and manage the New York–based ICT service team, ensuring delivery of exceptional support across all U.S. offices.
• Oversee regional ICT service performance, ensuring quality of service, and continual improvement.
• Serve as the primary escalation point for regional issues, providing hands-on guidance and ensuring timely, high-quality resolutions.
• Partner with the global ICT leadership team to align processes, reporting, and standards across all regions.
• Manage regional ICT budgets, and spend controls, ensuring efficiency and alignment with business priorities.
• Maintain strong relationships with senior stakeholders, ensuring transparent communication and service visibility.
• Conduct regular service reviews, including reporting on KPIs, incident trends, and user satisfaction.
• Vendor and supplier management for the Americas region, including contract performance and service improvement planning.
• Oversee the Joiners, and Leavers processes, ensuring effective onboarding and offboarding experiences.
• Mentor and develop team members, fostering a culture of accountability, ownership, and professional growth.

Requirements

This role requires an individual with proven management experience in a professional services environment, a deep understanding of ITIL principles, and the ability to work closely with senior stakeholders to align ICT services with business needs.

Qualifications

• Minimum 5 years’ experience in an ICT Helpdesk Desk management role, ideally within a professional service or consultancy environment.
• Proven track record of managing medium-sized teams across multiple office locations.
• Strong leadership presence with the ability to engage and influence senior management and articulate complex issues clearly.
• Hands-on technical knowledge of Microsoft 365 and Entra ID (Azure Active Directory), Microsoft Azure, and Intune.
• Familiarity with audio and video conferencing tools such as Microsoft Teams and Zoom.
• Strong understanding of security threats, compliance, and best practice principles.
• Experience with vendor and supplier management.
• Strong analytical and reporting skills, including use of dashboards, and KPI metrics.
• Experience in budgeting and cost management at a regional level.
• Excellent communication and interpersonal skills, with a proactive and service-oriented approach.

Skills

• Proven track record of managing medium-sized teams across multiple office locations.
• Strong leadership presence with the ability to engage and influence senior management and articulate complex issues clearly.
• Hands-on technical knowledge of Microsoft 365 and Entra ID (Azure Active Directory), Microsoft Azure, and Intune.
• Familiarity with audio and video conferencing tools such as Microsoft Teams and Zoom.
• Strong understanding of security threats, compliance, and best practice principles.
• Experience with vendor and supplier management.
• Strong analytical and reporting skills, including use of dashboards, and KPI metrics.
• Experience in budgeting and cost management at a regional level.
• Excellent communication and interpersonal skills, with a proactive and service-oriented approach.

Benefits

The successful applicant will be eligible for the following compensation and benefits package:

• Base Pay: The annual base compensation range for this role is $150,000 - $160,000. The base pay offered will be determined by factors including experience, skills, training, office location, certifications, and education.
• Bonus Eligibility: Annual discretionary bonus contingent upon individual and firm-wide performance.
• Benefits: Medical, Dental, and Vision insurance. Disability insurance. Employee assistance program. Flexible spending account. Health savings account. Life insurance. Commuter Benefits. Generous Paid Time Off: 25 vacation days and 10 days sick leave, as well as 11 paid company holidays. Firm-sponsored 401(k) Plan with 3% automatic company contribution of base and bonus with an additional 1.5% profit share– immediate vesting. Career training and development opportunities. Employee discounts.

Pay

The annual base compensation range for this role is $150,000 - $160,000.

Schedule

The firm will provide reasonable accommodation to qualified applicants or employees, as defined by applicable law. In addition to the application, the process may include virtual and in-person interviews, as well as an assessment, which may be timed.