Manager, Service Delivery Management

Role Overview

Manager, Service Delivery Management will lead and coordinate the intake, triage, and delivery of undefined or cross-functional IT initiatives (“Project LITE”). Reporting to the Senior Manager of IT Service Management (ITSM), the role ensures alignment with ITIL-based Service Delivery Management practices and acts as a key liaison between the business and Global IT.

Responsibilities

• Own and manage Project LITE intake and delivery for undefined, cross-departmental, or emerging IT requests.
• Serve as the primary liaison between business stakeholders and IT delivery/operations teams.
• Facilitate requirement gathering, impact assessments, and delivery planning, ensuring alignment with enterprise architecture and service standards.
• Ensure transition to steady-state operations: service readiness, documentation, and ownership.
• Directly lead the Service Delivery Team and manage intermediate Service Delivery Managers (SDMs).
• Maintain service governance and high-quality triage, stakeholder engagement, and reporting.
• Provide regular reporting on intake volume, pipeline health, delivery status, service performance, and risks.
• Provide strategic oversight of the technology pipeline in collaboration with Application Portfolio Management and Project/Solutions Architecture teams.
• Apply ITIL-based service delivery practices across incident, change, problem, and service request processes for in-scope services.
• Partner with ServiceNow developers/process owners to automate and standardize intake/triage/delivery 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 5+ years experience specifically in IT Service Management, service delivery, or operational leadership roles).
• Experience creating and implementing team/function/process development plans aligned to IT needs and ITSM delivery models.
• Proven ability to manage and optimize end-to-end intake and triage for undefined/cross-functional initiatives while aligning to ITSM governance.
• Strong cross-functional collaboration skills to translate business needs for technical IT teams.

Nice-to-Haves

• Not explicitly stated in the provided text.