IT Service Delivery Manager / Project Manager

Danville Redevelopment & Housing Authority (DRHA) – Three-Year Managed IT Services Engagement in Danville, Virginia. Remote with on-site support as required.

About the role

The IT Service Delivery Manager / Project Manager will serve as the primary point of coordination for the delivery of managed IT services to DRHA. The role oversees service delivery, project execution, service-level performance, escalation management, technology planning, vendor coordination, and communication with DRHA stakeholders. It ensures IT services are delivered in accordance with established Service Level Agreements (SLAs), security requirements, operational objectives, and DRHA's technology strategy.

Responsibilities

• Serve as the primary service-management and escalation point for DRHA.
• Coordinate Tier 1-3 help desk, infrastructure, cybersecurity, Microsoft 365, networking, and onsite support activities.
• Establish, monitor, and report against service-level objectives and performance metrics.
• Coordinate incident escalation and ensure timely resolution of critical IT issues.
• Manage technical projects, implementation activities, system upgrades, and technology initiatives.
• Coordinate transition and onboarding activities from the existing MSP with minimal disruption.
• Manage third-party technology vendors and serve as the primary point of contact when required.
• Coordinate technology budgeting, lifecycle planning, hardware refreshes, and strategic technology planning.
• Review system health, uptime, help desk performance, asset inventory, and service reports.
• Assist DRHA with IT policy review and development.
• Coordinate onboarding and offboarding procedures for DRHA personnel.
• Ensure appropriate documentation of systems, procedures, assets, configurations, and support activities.
• Coordinate cybersecurity, disaster recovery, backup, and business continuity initiatives.
• Provide regular management reports and recommendations to DRHA leadership.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or related field preferred.
• 5+ years of experience in IT service delivery, IT operations, managed services, or technology project management.
• Experience managing enterprise IT support environments.
• Experience working with SLAs, ticket escalation, incident management, and service reporting.
• Experience coordinating infrastructure, cybersecurity, cloud, and end-user support teams.
• Strong project management, communication, documentation, and stakeholder-management skills.
• Experience managing third-party technology vendors.
• Knowledge of Microsoft 365, networking, cybersecurity, endpoint management, and backup/disaster recovery concepts.

Preferred Qualifications

• PMP
• ITIL
• CompTIA Project+
• Microsoft certifications
• Relevant cybersecurity or infrastructure certifications