IT Service Delivery Manager

We are looking for an IT Service Delivery Manager to support site-level technology operations and strengthen alignment between business priorities and IT services in Michigan. This contract position with potential for a permanent role will serve as a key partner to local leadership, helping translate operational needs into effective IT solutions while promoting consistency, communication, and service excellence.

Responsibilities

• Partner with site leadership and enterprise IT teams to align technology services, operational priorities, and process improvements across the assigned location.
• Assess local business needs and determine how site services, systems, and IT support activities are affected, then communicate priorities and risks to leadership.
• Serve as the primary escalation contact for technology-related concerns, coordinating timely resolution before issues develop into formal escalations.
• Lead discussions, executive updates, and governance-related meetings to keep stakeholders informed on service performance, project progress, and operational impact.
• Support incident, problem, and change management activities by evaluating site-level effects, coordinating planned downtime, and managing clear user communications.
• Review and route approvals for requests such as changes, moves, project intake items, and interface-related needs while ensuring proper follow-through.
• Work with business partners and IT teams to identify service gaps, improve standardization, and streamline processes that create confusion for end users.
• Contribute to capital planning and infrastructure initiatives by helping define technology requirements, budgets, adoption risks, and stakeholder communication plans.
• Monitor service outcomes and user feedback, analyze trends, and validate that reported issues affecting multiple users are fully resolved.
• Provide coverage planning for key meetings and deliverables, including maintaining on-call and out-of-office coordination for the broader team as needed.

Requirements

• Experience managing IT service delivery in a complex business environment, preferably with responsibility for site-level support and stakeholder coordination.
• Proven background leading or supporting infrastructure projects and ensuring business and technical requirements remain aligned.
• Strong understanding of incident, problem, change, and request management processes within an enterprise IT setting.
• Ability to communicate effectively with executives, operational leaders, end users, and technical teams across multiple levels of the organization.
• Demonstrated skill in identifying process gaps, driving service improvements, and promoting standard practices across teams.
• Experience analyzing service data, user impact, and workflow challenges to improve customer satisfaction and operational efficiency.
• Familiarity with ticketing and workflow platforms such as ServiceNow for approvals, case review, and request tracking.
• Strong organizational and change management skills, including stakeholder assessment, communication planning, and risk evaluation.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligibility to enroll in our company 401(k) plan.

All applicants applying for U.S. job openings must be legally authorized to work in the United States.