Senior Manager – IT Service Delivery IBR

About the role

The Senior Manager of IT Service Delivery oversees the delivery of IT support services across divisional and enterprise levels. This role ensures timely, efficient, and customer-focused operations through strong leadership and adherence to ITIL-based processes, including incident, request, problem, and change management. The position partners closely with Infrastructure, Applications, and Information Security teams to maintain consistent service execution, clear communication, and high-quality outcomes across all supported environments. It also drives cross-divisional alignment, advances operational maturity, and strengthens collaboration among Service Delivery teams.

Responsibilities

• Provide leadership to both divisional and enterprise Help Desk and Field Services operations, ensuring consistent standards, shared practices, and high-quality service delivery across all locations.
• Lead and coordinate communication during Major Incident Management (MIM) events, serving as liaison between IT Operations and IT leadership to ensure structured response and timely resolution.
• Manage and track Service Delivery project portfolios to maintain enterprise visibility, alignment, and progress toward strategic goals.
• Collaborate with Infrastructure, Applications, and Information Security teams to maintain system stability, operational consistency, and cross-functional coordination.
• Partner with IT Operations leadership to identify and implement service improvements, resource optimization, and process standardization opportunities.
• Develop and maintain Service Delivery documentation, metrics, and reporting frameworks that promote transparency and performance accountability.
• Drive cross-divisional alignment, ensuring unified service planning, process consistency, and collaboration among Service Delivery teams.
• Mentor and develop Service Delivery team leads to build leadership capability, improve communication practices, and strengthen engagement.
• Maintain effective communication with stakeholders at all levels to ensure awareness, responsiveness, and alignment with organizational objectives.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience may be considered.
• 5 - 8 years of IT service delivery experience, including at least 5 years in leadership roles across multi-site or enterprise environments.
• Experience with incident and request management, performance monitoring, and continuous improvement of IT support services.

Skills

• Ability to lead and mentor managers or team leads in delivering consistent, high-quality support services.
• Effective written and verbal communication skills for working with users, peers, and leadership.
• Strong organizational and problem-solving skills with the ability to balance priorities across divisions.
• Professional, customer-focused approach with commitment to service excellence and accountability.

Benefits

IBR offers comprehensive benefits (including medical, vision, dental, paid time off, and sick days) to full and part-time employees, as well as the opportunity to participate in a 403(b)-retirement plan with a generous employer contribution.