Manager, Service Delivery Management

Essential Functions

• Own and manage undefined, cross-departmental, or emerging IT requests defined as Project LITE.
• Serve as a primary liaison between business stakeholders and Global IT delivery and operations teams.
• Facilitate technical requirement gathering, impact assessments, and delivery planning, ensuring alignment with enterprise architecture and service standards.
• Ensure appropriate transition of Project LITE initiatives into steady-state operations, including service readiness, documentation, and ownership.
• Manage intermediate Service Delivery Managers (SDMs), ensuring consistent triage quality, service governance, and stakeholder engagement.
• Produce regular reporting on intake volume, pipeline health, delivery status, service performance, and risks for stakeholders and leadership.
• Provide strategic oversight of the technology pipeline in collaboration with Application portfolio Management, Project and Solutions Architecture teams.
• Apply ITIL-based service delivery practices to support incident, change, problem, and service request processes related to in-scope services.
• Partner with ServiceNow developers and process owners to automate, standardize, and continuously improve intake, triage, and service delivery workflows.
• Drive continual service improvement by identifying trends, bottlenecks, and opportunities across both Project LITE initiatives and operational services.

Required/Preferred Education And Experience

• 4-6 years of experience in IT Service Management, service delivery, or operational leadership roles.
• 5+ years of experience in IT Service Management, service delivery, or operational leadership roles.
• ITIL V4 Foundation certification required.

Required Knowledge, Skills And Abilities

• Planning & Prioritization - Experience in creating and implementing team/function/process development plans in alignment with evolving overall IT needs and IT Service Management delivery models.
• Intake & Triage Management - Proven ability to manage and optimize end-to-end intake and triage processes for undefined or cross-functional IT initiatives, while aligning with ITSM governance models.
• Cross-Functional Collaboration - Ability to act as a liaison between business units and technical IT teams, translating business needs into actionable technical and service requirements while managing stakeholder expectations, balancing competing priorities, and delivering reliable, value-driven IT services.
• ITIL-Based Service Delivery Management - Ability to apply ITIL practices (incident, change, problem, service request, and service transition) pragmatically in a dynamic environment.
• Technical Requirement Gathering - Expertise in facilitating discovery sessions, impact assessments, risk evaluations, and delivery planning with diverse stakeholders. Expertise in applying critical thinking skill to overcome challenges.
• Reporting & Communication - Excellent written and verbal communication skills, with the ability to deliver clear, concise, and actionable reporting to both technical and executive audiences.
• Applying Critical Thinking - Expertise in applying critical thinking skill to overcome challenges.

Annual Salary

The Annual Salary For This Position Is $125,600.00 to $188,300.00

Application Information

Applications will be accepted on an ongoing basis until this position is filled.