Paladin Consulting · 7 hours ago
Information Technology Service Delivery Manager
Fort Worth, TX
Full-time
Onsite
Senior Level, Lead/Staff
$130K/yr - $140K/yr
8+ years expPaladin Consulting is seeking an IT Service Delivery Manager to oversee IT service delivery and ensure alignment with business goals. This role focuses on improving IT support processes and optimizing operations while managing service delivery strategies and vendor relationships.
ConsultingInformation TechnologyStaffing Agency
Responsibilities
Lead the overall IT service desk function, ensuring all IT services are effectively and efficiently provided
Develop and manage service delivery practices that align to the organization's goals and customer needs
Ensure the effective delivery of IT services by managing service levels and key performance indicators (KPIs)
Monitor IT service performance and ensure that service incidents are minimized and addressed in a timely fashion
Oversee daily operations of the IT service desk, L1 triage and incident management functions
Develop and implement operational hardware and software standards to be used across the enterprise
Perform lifecycle management of critical incidents, ensuring timely and effective resolution
Deliver ITIL-based service management frameworks, including incident, problem, and change management
Lead initiatives to streamline operations and reduce service delivery costs without compromising quality
Manage vendor relationships ensuring they deliver high-quality products and services
Serve as the subject matter expert for IT service delivery discussions with business leaders and key stakeholders
Communicate consistently with IT leadership, providing updates on IT performance metrics, and project progress
Lead, mentor, and coach a team of IT service delivery professionals, fostering a high-performance culture
Set clear goals and expectations for the IT service delivery team, ensuring alignment with business objectives
Provide training, guidance, and professional development opportunities to the team
Conduct regular performance reviews and provide feedback to ensure continuous improvement in team performance
Qualification
Required
8+ years of experience in IT service delivery, IT operations, or a similar leadership role
5+ years of proven experience managing large IT service teams and driving service improvements
5+ years of proven experience with ITIL or ITSM frameworks and managing SLAs and KPIs for IT services
5+ years of proven experience with vendor management, including managing performance
5+ years using Jira Service Management (JSM) for incident, problem and change management
Demonstrated expertise in IT operations, including networks, servers, cloud services, and enterprise systems
Excellent leadership, communication, and interpersonal skills, with the ability to lead and motivate teams
Strong problem-solving and decision-making capabilities
Exceptional customer management skills, with a focus on understanding and meeting business needs
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail
ITIL certification (e.g., ITIL Foundation, ITIL Practitioner, or higher)
College degree is required
Company
Paladin Consulting
Paladin Consulting is a staffing and recruiting company that provides it and engineering consulting services.
1001-5000 employees
H1B Sponsorship
Paladin Consulting has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (1)
Funding
Current Stage
Late StageCompany data provided by crunchbase