AECOM · 7 hours ago
IT Service Delivery Specialist - Hybrid - Dallas / Houston TX
Dallas, TX
Full-time
Hybrid
Mid Level
$90K/yr - $115K/yr
4+ years expAECOM is a global infrastructure consulting firm committed to delivering a better world. They are seeking an IT Service Delivery Specialist to oversee IT service delivery in the assigned region, ensuring customer needs are met and driving service improvement initiatives.
Civil EngineeringConstructionConsultingEnergyGovernmentInformation Technology
No H1B
Responsibilities
Take direction from the AMER IT Service Delivery Manager
Provide day-to-day IT Service Delivery oversight for assigned region (US East or West) including corresponding time zone work hours as needed
Partner with regional Business Relationship Manager
Understand regional issues and challenges
Provide updates on projects and improvement initiatives
Ensure IT audits are logged and completed
Report back on regional issues and challenges to their manager
Manage escalations within the region
Support ongoing and new projects
Ensure current ITSM processes are being followed
Ensure IT asset management processes are being followed
Ensure proper recording, documentation, and closure of tickets
Work closely with AECOM’s managed service provider to ensure a high level of service is being provided
Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives
Drive standardised processes across the region
Provide on-call support as part of the Major Incident Management process
Document and communicate processes, procedures, and standards
Ensure knowledge articles, training and how-to documents are created
Track regional Ticket Data and provide updates within the Region
Collaborate and contribute to the broader IT goals
Identify opportunities for improvement within the region
Drive automation where possible
Qualification
Required
BA/BS plus at least 4 years of relevant experience in IT Service Delivery and ITSM Process management or demonstrated experience and/or education equivalency
Incident response experience
In-depth knowledge of the ITSM process
A passion for Service Improvement
Exceptional customer-facing skills
Experience working with internal IT delivery teams and external IT service providers
Understanding of technologies and infrastructure
Experience with reporting and reporting tools
Ability to manage multiple conflicting priorities and deadlines
Strong organizational skills
Willingness to support and mentor junior staff
Preferred
Experience with Service Now is strongly preferred
Experience with Nexthink
Experience with Windows 11 system
Experience working with a similarly large, global/cross-border team
Experience working in an engineering/infrastructure consulting environment and/or with engineering/infrastructure applications
Degree in IT, engineering, business, or similar
Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies
Ability to communicate effectively through various levels of the organization including Sr. Leadership
Benefits
Medical
Dental
Vision
Life
AD&D
Disability benefits
Paid time off
Leaves of absences
Voluntary benefits
Perks
Flexible work options
Well-being resources
Employee assistance program
Business travel insurance
Service recognition awards
Retirement savings plan
Employee stock purchase plan
Company
AECOM
AECOM is a global provider of professional technical and management support services to a broad range of markets.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.2BKey Investors
Australian Renewable Energy Agency
2025-07-15Post Ipo Debt· $1.2B
2012-12-31Grant· $0.01M
2007-05-11IPO
Leadership Team
W. Troy Rudd
CEO
Sandra Broughton
Corporate Vice President - Global Head of Travel
Recent News
2026-01-16
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