We are seeking an experienced IT Operations & Service Delivery Manager to lead enterprise IT support and infrastructure operations within a large, multi-site environment. This individual will be responsible for overseeing day-to-day IT service delivery, managing technical teams, ensuring operational excellence, and driving continuous improvement initiatives that enhance end-user satisfaction and business outcomes. This role combines leadership, service management, infrastructure oversight, and hands-on technical expertise. The ideal candidate has a strong background in IT operations, service desk management, endpoint support, and enterprise technology environments.
Key Responsibilities:
- Lead and manage the delivery of IT services while ensuring alignment with business objectives and service level expectations
- Oversee daily operations of technical support teams, including workload management, escalations, scheduling, and incident response
- Monitor service performance metrics and implement improvements to drive efficiency, reliability, and customer satisfaction
- Manage enterprise service management processes, including Incident Management, Problem Management, Change Management, and Request Fulfillment
- Ensure operational support coverage and adherence to established service level agreements (SLAs)
- Develop, implement, and maintain operational procedures, standards, documentation, and best practices
- Oversee deployment, configuration, maintenance, and lifecycle management of desktops, laptops, mobile devices, printers, and other IT assets
- Coordinate enterprise-wide software deployments, upgrades, updates, patching activities, and technology refresh initiatives
Requirements
- Associate’s degree, Bachelor’s degree, Technical Certification, or equivalent combination of education and professional experience in Information Technology, Computer Science, Information Systems, or a related field
- Minimum 7 years of IT experience supporting enterprise technology environments
- Experience managing IT operations, service desk functions, infrastructure support teams, or technical service delivery organizations
- Strong understanding of IT Service Management (ITSM) principles and best practices
- Experience supporting endpoint management, software deployments, asset management, and enterprise support operations
- Knowledge of network infrastructure, telecommunications, hardware, software, and end-user technologies
- Experience working in highly structured environments with documented processes, compliance requirements, and operational standards
Preferred Experience:
- ITIL or related service management experience
- Multi-site or geographically dispersed support environments
- Enterprise-level infrastructure and operations support
- Business continuity and disaster recovery planning
- Process improvement and operational transformation initiatives
Key Skills and Competencies:
- Leadership and Team Development
- Service Delivery Management
- IT Operations Management
- Incident and Problem Management
- Change Management
- Customer Service Excellence
- Communication and Presentation Skills
- Strategic Thinking and Decision Making
- Process Improvement
- Technical Troubleshooting
- Documentation and Knowledge Management
- Collaboration and Relationship Building
Additional Requirements:
- Ability to travel to support multiple locations as needed (approximately 25%-40%)
- Ability to work in both office and field environments
- Ability to lift up to 50 pounds and perform physical tasks associated with technology deployments and support activities
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