Service Delivery Manager / Project Manager
We are seeking an experienced Service Delivery Manager / Project Manager to oversee 24x7 IT Service Desk operations, service delivery, SLA performance, project coordination, and stakeholder communication.
Key Responsibilities:
Manage end-to-end service delivery and ensure compliance with SLAs and contractual requirements.
Coordinate 24x7 Service Desk staffing, schedules, escalations, and daily operations.
Serve as the primary point of contact for City stakeholders.
Monitor incidents, service performance, risks, and corrective actions.
Prepare service reports, dashboards, and Quarterly Business Reviews (QBRs).
Coordinate onboarding, knowledge transfer, onsite immersion, and staff transitions.
Ensure effective use of ServiceNow and adherence to ITIL/ITSM processes.
Required/Preferred Qualifications:
Experience managing IT Service Desk, IT Support, or IT Service Delivery operations.
Strong experience with SLA, incident, escalation, and stakeholder management.
Experience managing ITIL-aligned service desk operations in public-sector or complex enterprise environments.
Practical experience with ServiceNow and ITSM tools.
Experience coordinating technical support teams and service reporting.
Bachelor s degree in IT, Computer Science, Business, or related field, or equivalent experience.
ITIL Foundation or higher preferred.
PMP or equivalent certification preferred.
CLETS certification required for frontline support involving Police Department or City Attorney technology.
Keywords: Service Delivery Manager, Project Manager, IT Service Desk, ITSM, ITIL, ServiceNow, SLA, Incident Management, Service Management, 24x7 Support, Stakeholder Management, Public Sector, QBR, PMP.
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