What are the responsibilities and job description for the Information Technology Service Delivery Manager position at Franklin Fitch?
Job Title: IT Service Management Process Owner
We're seeking an experienced IT Service Management (ITSM) professional to lead the development and oversight of ITIL-aligned processes within a large, enterprise environment. This role is ideal for someone who thrives on structure, excels in cross-functional collaboration, and has a strong command of ITIL best practices.
As a process owner, you will focus on managing and optimizing ITSM processes—not leading teams or delivering projects in a consulting capacity. You’ll report to the Director of IT Operations and serve as a key liaison between technical teams and business stakeholders across departments. Your ability to communicate clearly and influence others is critical, as you’ll provide regular updates, align service expectations, and drive accountability across the organization.
Key Qualifications:
- Minimum 10 years of experience working within ITIL-based environments
- ITIL certification required
- Proven ability to define SLAs, establish KPIs, and monitor performance across large, complex organizations
- Strong experience with ITSM platforms such as ServiceNow, Jira, or Zendesk
- Exceptional communication and stakeholder management skills—comfortable working with both technical and non-technical audiences
- A process-driven mindset with a passion for continuous improvement
This is a strategic, collaborative role—not a consulting or service delivery position. If you're ready to help shape scalable ITSM practices and influence outcomes across an enterprise setting, we’d love to connect.
Salary : $140,000 - $175,000
