Manager, Service Delivery Management

Role Overview

The Manager, Service Delivery Management (reports to the Senior Manager of IT Service Management) leads and coordinates intake, triage, and delivery for undefined or cross-functional IT initiatives (“Project LITE”). The role ensures alignment with ITIL-based Service Delivery Management practices and serves as a key point of contact between the business and Global IT.

Responsibilities

• Own and manage undefined, cross-departmental, or emerging IT requests under Project LITE
• Act as a primary liaison between business stakeholders and Global IT delivery/operations teams
• Lead technical requirement gathering, impact assessments, and delivery planning aligned to enterprise architecture and service standards
• Ensure transition into steady-state operations: service readiness, documentation, and ownership
• Directly lead and manage the Service Delivery Team, including intermediate Service Delivery Managers (SDMs)
• Oversee a portion of the Global IT technology pipeline, ensuring LITE initiatives are assessed, prioritized, and transitioned into delivery or operational support
• Maintain service health, governance, and continual improvement
• Produce regular reporting on intake volume, pipeline health, delivery status, service performance, and risks
• Provide strategic oversight of the technology pipeline with Application Portfolio Management and Project/Solutions Architecture teams
• Apply ITIL-based practices supporting incident, change, problem, and service request processes for in-scope services
• Partner with ServiceNow teams to automate, standardize, and improve intake/triage/workflows
• Drive continual service improvement by identifying trends, bottlenecks, and opportunities across Project LITE and operational services

Requirements

• ITIL V4 Foundation certification required
• 4–6 years experience (and/or 5+ years) in IT Service Management, service delivery, or operational leadership
• Experience creating and implementing team/function/process development plans aligned with IT needs and ITSM delivery models
• Proven ability to manage and optimize end-to-end intake and triage processes for undefined/cross-functional IT initiatives
• Ability to translate business needs and collaborate across business units and technical IT teams

Preferred

• The posting lists “Required/Preferred” but only shows formal requirements in the excerpt provided; no additional preferred items are visible in the provided text.