Software Guidance & Assistance, Inc. (SGA) is searching for an IT Service Manager - Technology Operations & Service Delivery for a contract assignment with one of our premier Financial Services clients in Dallas, TX. Hybrid: 4 days/week in office.
This role supports enterprise technology operations, service delivery, and operational stability within a complex banking environment. The successful candidate will coordinate technical teams, manage service-related issues, drive operational improvements, and ensure technology services meet business expectations.
The ideal candidate combines strong IT infrastructure and application support knowledge with hands-on service management experience, excellent stakeholder communication, and the ability to independently drive issues through resolution.
Responsibilities
- Oversee day-to-day IT service delivery, ensuring operational stability, service quality, and timely issue resolution.
- Coordinate incident, problem, and change management activities across infrastructure, application support, and technology operations teams.
- Manage escalations, identify service delivery gaps, and drive corrective actions.
- Partner with technology teams and business stakeholders to prioritize operational issues and remediation initiatives.
- Track service performance, operational risks, SLAs, and key performance indicators.
- Facilitate root-cause analysis, problem resolution, and continuous service improvement.
- Coordinate technology changes, production readiness, and operational handoffs.
- Develop management reporting, operational dashboards, and service status updates.
- Ensure appropriate documentation, procedures, and governance processes are maintained.
- Collaborate with internal technical teams, vendors, and business partners to maintain service continuity.
Required Qualifications
- Strong experience in IT service management, technology operations, or enterprise service delivery.
- Experience supporting complex enterprise IT environments, preferably within financial services.
- Knowledge of ITIL processes, including incident, problem, and change management.
- Experience coordinating infrastructure, application support, and production operations teams.
- Strong troubleshooting, escalation management, and problem-solving capabilities.
- Experience with service performance reporting, operational metrics, and SLAs.
- Excellent communication, interpersonal, and stakeholder management skills.
- Ability to independently manage multiple priorities and drive issues to resolution.
Preferred Qualifications
- Financial services or banking technology experience.
- ServiceNow or comparable ITSM platform experience.
- ITIL certification.
- Experience with operational risk, resiliency, and service continuity.
- Familiarity with cloud, infrastructure, application integration, and enterprise technology environments.
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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
