Service Delivery Manager / Project Manager

Location: Onsite, Santa Monica, CA. Work authorization: US Citizen.

About the role

Responsible for overall service delivery, project coordination, SLA performance, reporting, stakeholder communication, and ensuring that the 24x7 service desk operates in accordance with project requirements.

Responsibilities

• Manage overall service delivery and ensure compliance with contractual and SLA requirements.
• Coordinate service desk operations, staffing, schedules, and escalations.
• Act as the primary point of contact for City stakeholders.
• Monitor service performance, incidents, risks, and corrective actions.
• Prepare and present service reports and quarterly business reviews (QBRs).
• Coordinate onboarding, onsite immersion, knowledge transfer, and staff transitions.
• Ensure proper use of ServiceNow and adherence to documented processes.

Requirements

• Experience managing IT service desk, IT support, or IT service delivery operations.
• Experience with SLA management, incident management, escalation handling, and stakeholder communication.
• Experience managing ITIL-aligned service desk operations in public-sector or complex enterprise environments.
• Practical understanding of ServiceNow operations; and the ability to coordinate teams.
• Experience coordinating support teams and service reporting.
• Experience with ITSM tools, preferably ServiceNow.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred, or equivalent relevant experience.
• ITIL Foundation or higher preferred.
• PMP or equivalent project/service management certification preferred.
• CLETS certification is required when providing frontline support for Police Department or City Attorney technology.