IT Service Delivery Manager

Description

We are looking for an IT Service Delivery Manager to support site-level technology operations and strengthen alignment between business priorities and IT services in Michigan. This contract position with potential for a permanent role will serve as a key partner to local leadership, helping translate operational needs into effective IT solutions while promoting consistency, communication, and service excellence. The ideal candidate brings strong experience in infrastructure projects and service delivery management, along with the ability to lead cross-functional coordination, resolve escalations, and improve end-user satisfaction.

Responsibilities:
Partner with site leadership and enterprise IT teams to align technology services, operational priorities, and process improvements across the assigned location.
Assess local business needs and determine how site services, systems, and IT support activities are affected, then communicate priorities and risks to leadership.
Serve as the primary escalation contact for technology-related concerns, coordinating timely resolution before issues develop into formal escalations.
Lead discussions, executive updates, and governance-related meetings to keep stakeholders informed on service performance, project progress, and operational impact.
Support incident, problem, and change management activities by evaluating site-level effects, coordinating planned downtime, and managing clear user communications.
Review and route approvals for requests such as changes, moves, project intake items, and interface-related needs while ensuring proper follow-through.
Work with business partners and IT teams to identify service gaps, improve standardization, and streamline processes that create confusion for end users.
Contribute to capital planning and infrastructure initiatives by helping define technology requirements, budgets, adoption risks, and stakeholder communication plans.
Monitor service outcomes and user feedback, analyze trends, and validate that reported issues affecting multiple users are fully resolved.
Provide coverage planning for key meetings and deliverables, including maintaining on-call and out-of-office coordination for the broader team as needed.

Requirements

Experience managing IT service delivery in a complex business environment, preferably with responsibility for site-level support and stakeholder coordination.
Proven background leading or supporting infrastructure projects and ensuring business and technical requirements remain aligned.
Strong understanding of incident, problem, change, and request management processes within an enterprise IT setting.
Ability to communicate effectively with executives, operational leaders, end users, and technical teams across multiple levels of the organization.
Demonstrated skill in identifying process gaps, driving service improvements, and promoting standard practices across teams.
Experience analyzing service data, user impact, and workflow challenges to improve customer satisfaction and operational efficiency.
Familiarity with ticketing and workflow platforms such as ServiceNow for approvals, case review, and request tracking.
Strong organizational and change management skills, including stakeholder assessment, communication planning, and risk evaluation.

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