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A.C. Coy

INFORMATION TECHNOLOGY SERVICE DELIVERY MANAGER - REMOTE

A.C. Coy Pittsburgh, Pennsylvania, United States

Information Technology & Services · 51-200 employees

2 d ago
Remote project-manager Senior (5-10 yrs) Contractor United States
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About the role

The Service Delivery Manager will lead day-to-day operations of the Service Management organization and provide governance for the Managed Service Provider. They are responsible for driving service desk transformation initiatives, resolving escalations, and ensuring alignment between IT services and business needs.

What they look for

ServiceNow ITSM ITAM Service Desk Management Managed Service Provider Oversight Project Management Operational Oversight Service Delivery Automation AI-driven Solutions Stakeholder Management Process Improvement Governance SLA Management Cross-functional Leadership

Requirements

Candidates must have at least 5 years of experience in Service Desk management, ServiceNow (ITSM/ITAM), and project management. A bachelor's degree or equivalent work experience is required for this role.

Full description

Overview

Location: Remote

Job Type: Full Time / Contract

Work Authorization: No Sponsorship

The A.C.Coy company has an immediate opening for an IT Service Management Delivery Manager. Ideal candidates must have 5+ years of experience with ServiceNow Service Management (ITSM/ITAM). Experience managing day-to-day tactical operations of a service management organization and providing oversight of a managed service provider.

Responsibilities

  • Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations
  • Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality and compliance with established standards and SLAs
  • Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams to drive effective outcomes
  • Direct and support Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and providing guidance to project managers responsible for execution
  • Champion the end-user and customer experience by addressing service concerns, managing VIP and executive escalations, and ensuring the Service Desk interactions meet expectations for responsiveness and quality
  • Identify operational bottlenecks and implement process improvements to enhance service efficiency, customer satisfaction and overall Service Desk performance
  • Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams to ensure services align with organizational priorities and business needs
  • Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectation

Qualifications

Education:

  • Bachelor's degree or equivalent work experience

Experience Required:

  • ServiceDesk management experience for a global organization - 5+ years
  • Service Now platform experience (specifically: ITSM/ITAM) - 5+ years
  • Project management - 5+ years
  • ServiceDesk oversight of a managed service provider - 5+ years

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