This role oversees and manages daily IT service delivery operations, ensuring high-quality support and system uptime for all users. The IT Service Delivery Manager will monitor performance, ensure adherence to SLAs and KPIs, coordinate internal and external teams, and collaborate with leadership on service improvements and project delivery. Strong communication, people management, and reporting skills are essential, along with a solid understanding of IT infrastructure, helpdesk operations, and compliance.
Location:
Norfolk, Virginia 23518, United States
Responsibilities:
- Oversee and manage daily IT service delivery operations.
- Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Coordinate activities among internal IT teams (Helpdesk, Network, Security) and external vendors.
- Monitor, analyze, and report on system performance, incidents, service quality, and IT asset lifecycle.
- Collaborate with organizational leadership to implement service improvements and support project delivery.
- Utilize strong people management, communication, and reporting abilities.
- Apply knowledge of IT infrastructure, helpdesk operations, and compliance requirements.
Required Skills & Certifications:
- Strong understanding of IT infrastructure and helpdesk operations.
- Knowledge of ITIL framework and compliance requirements.
- Excellent communication, people management, and reporting skills.
Preferred Skills & Certifications:
- ITIL certification.
- Prior experience in IT service management.
Special Considerations:
- None specified in input.
Scheduling:
- Not specified in input.
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