Dayforce · 16 hours ago
ITSM Service Delivery Prin
United States
Full-time
Remote
Senior Level
$102K/yr - $181K/yr
6+ years expDayforce is a global human capital management company headquartered in Toronto and Minneapolis, seeking an experienced ITSM Service Delivery Manager. This role involves leading service performance, process governance, and Configuration Management across their global cloud and hybrid environments.
Computer Software
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Own IT service delivery performance across Cloud
Manage and report against SLAs, KPIs, and OLAs, ensuring alignment with business expectations
Conduct Service Reviews and Operational Governance Meetings, identifying improvement opportunities and risk areas
Partner with ITSM Process Owners and Service Managers to gather, document, and validate business and system requirements
Map and analyze existing processes to identify gaps, redundancies, or automation opportunities
Define functional specifications for enhancements to ServiceNow and other ITSM tools
Collaborate with ITSM leaders to define and document process requirements for FedRAMP-authorized and public-sector environments
Analyze and map ITSM workflows to FedRAMP control baselines, ensuring compliance
Partner with ServiceNow administrators to design compliant workflows and evidence-collection mechanisms
Identify opportunities to automate compliance reporting, audit trails, and approval flows
Ensure alignment between ITSM workflows and governance standards (ITIL, ISO 27001, SOC 2)
Partner with technical SMEs to build a Configuration Management Program that ensures the CMDB is accurate, complete, and aligned with ITIL 4 standards
Define and maintain Configuration Management policies, controls, and governance frameworks
Lead integration of discovery tools, automation workflows, and infrastructure-as-code pipelines to sustain CMDB data quality
Partner with Change and Incident Management to enable impact assessment, root cause analysis, and dependency mapping
Drive audits and data validation to maintain configuration integrity and compliance with security and regulatory frameworks
Ensure consistent execution and compliance of ITIL-aligned processes across all service domains
Partner with Process Owners to enhance Incident, Change, Problem, and Configuration workflows
Maintain and evolve Dayforce’s ITSM Governance Framework, including documentation, metrics, and audit readiness
Serve as an escalation point for process exceptions, ensuring accountability and governance adherence
Act as the primary interface between IT, operations, and business stakeholders for service-related performance
Translate operational metrics into business outcomes and actionable insights
Ensure transparent communication during service outages, escalations, and post-incident reporting
Drive stakeholder engagement through dashboards, reporting, and proactive service updates
Act as the liaison between Cloud, business users, developers, and service owners to ensure successful project delivery
Facilitate workshops, requirements sessions, and user acceptance testing (UAT)
Communicate findings and recommendations to both technical and non-technical audiences
Champion a culture of process maturity and continuous improvement
Identify automation and standardization opportunities across ITSM workflows
Mentor and guide process analysts and ITSM specialists in best practices
Contribute to strategic initiatives including service integration, CMDB accuracy, and cost optimization in partnership with FinOps
Qualification
Required
Must be a US citizen
Ability to obtain US security clearance
6–8 years of experience in IT Service Management or Service Delivery leadership roles
Strong understanding of ITIL framework (v4 preferred) and proven experience managing service operations at scale
Expertise in ServiceNow ITSM (or equivalent) with advanced reporting and dashboarding experience
Demonstrated success in leading Major Incident and Problem Management processes
Excellent communication, stakeholder management, and executive presentation skills
Demonstrated experience with ServiceNow is required
Preferred
ITIL 4 Managing Professional or Service Owner Certification
Experience with Cloud Service Operations (AWS, Azure, GCP)
Familiarity with AIOps, FinOps, and performance analytics tools
Understanding of ISO 27001, SOC 2, and compliance-driven service management
Benefits
Excellent time away from work programs
Comprehensive wellness initiatives
Recognition through competitive pay and benefits
Volunteer days
Dayforce Cares
Company
Dayforce
Dayforce makes work life better.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Jeremy Johnson
Chief Financial Officer
Aimee Melgar (she/her)
VP, Global Partner Strategy and Programs
Company data provided by crunchbase