Continental General · 6 hours ago
Service Delivery Manager
Austin, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expContinental General is a growing company dedicated to helping others, specializing in insurance services. The Service Delivery Manager is responsible for overseeing IT support functions, ensuring high-quality service delivery, and modernizing IT services through innovative technologies.
Customer ServiceInsuranceRetirementService Industry
Hiring Manager
Joanna A.
Responsibilities
Lead the Service Desk, Desktop Support, and AV/office technology IT support functions
Act as the primary business point of contact for IT support, managing escalations, communicating effectively with all levels of the organization, and ensuring a positive user experience
Serve as Incident Manager, coordinating the detection, escalation, and resolution of major incidents, with an emphasis on root cause elimination and continual service improvement
Drive consistent execution of ITSM processes to maintain SLA performance and service quality
Oversee IT asset lifecycle management, ensuring accurate tracking, procurement coordination, and reporting to optimize resource utilization and reduce costs
Develop and deliver enterprise IT communication and training programs, empowering employees through knowledge sharing and self-service resources
Provide reporting and insights on SLA performance, incident trends, and service metrics to inform leadership decisions and drive continuous improvement
Lead initiatives in automation, AI-assisted support, and self-service platforms to modernize IT delivery and reduce manual workloads
Collaborate with IT teams to identify and implement improvements within AWS environments
Maintain and improve AV and conference room systems, ensuring 99% uptime and user satisfaction
Build a culture of customer care, innovation, and accountability, ensuring all team members deliver empathetic, consistent, and timely service
Qualification
Required
Bachelor's degree in computer science or a related field (or equivalent experience)
ITIL Foundation certification
AWS Certified Cloud Practitioner or similar certification
Minimum 3 years of leadership experience managing ITSM or IT support teams
Technical expertise across end-user technologies, operating systems, and networking fundamentals, with the ability to guide teams through complex issues
Extensive knowledge of cloud architecture and integrations to identify service delivery improvements and support IT modernization
Strong understanding of ITIL principles and practical application in service delivery environments
Experience leveraging AI tools and automation workflows (such as chatbots, scripting, or orchestration platforms) to optimize service delivery
Experience managing SLA compliance, monitoring KPIs, and driving continuous improvement
Background in asset management, including lifecycle management and procurement coordination
Experience delivering enterprise IT training that drives employee enablement and technology adoption
Benefits
Competitive Salary & Target Bonus Program
Retirement Savings – 401(k) with a company match
Comprehensive Medical insurance through BlueCross BlueShield of Texas. Company-paid dental, vision, short-term & long-term disability, and life insurance.
Work-Life Balance – This role offers 20+ days of PTO, 10 paid holidays, and paid volunteer time off.
Flexible Work Options & Perks – Hybrid opportunity, wellness programs, and weekly paid lunch for onsite staff.
Health Savings Accounts (HSA) & Flexible Spending Accounts (FSAs) – Includes a company match for HSAs.
Company
Continental General
Continental General assists policyholders with managing the financial risks and challenges.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Michael Gorzynski
Executive Chairman
Recent News
Company data provided by crunchbase