Job Description

Manager, IT Service Delivery

Fort Worth, TX (onsite)

Direct-hire

SUMMARY:

• The Leader of IT Service Delivery will be responsible for overseeing the delivery of IT services across the organization, ensuring alignment with business goals and objectives.
• This role will focus on quality, improving IT support processes, and optimizing IT operations.
• The ideal candidate will have extensive experience in managing IT service teams, developing service delivery strategies, and implementing ITIL-based processes to meet service level agreements (SLAs) and drive continuous improvement.

SKILLS:

• 8+ years of experience in IT service delivery, IT operations, or a similar leadership role.
• 5+ years of proven experience managing large IT service teams and driving service improvements.
• 5+ years of proven experience with ITIL or ITSM frameworks and managing SLAs and KPIs for IT services.
• Vendor management, including managing performance.
• ITSM tools (Jira Service Desk) for incident, problem and change management.
• IT operations, including networks, servers, cloud services, and enterprise systems.
• Excellent leadership, communication, and interpersonal skills, with the ability to lead and motivate teams.
• ITIL certification (e.g., ITIL Foundation, ITIL Practitioner, or higher).
• College degree is preferred

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