IT Service Delivery Manager

Job Title: IT Service Delivery Leader
Location: Fort Worth, TX (On-site)
Duration: Direct Hire

Overview:
We’re seeking a seasoned IT Service Delivery Leader to oversee and optimize the delivery of IT services across our organization. This role is crucial in aligning IT support and operations with business objectives, improving service quality, and driving process efficiency. The ideal candidate has strong experience in IT operations leadership, a deep understanding of ITIL practices, and a track record of leading high-performing service teams.

Key Responsibilities:

• Lead the IT service delivery function, ensuring reliable and efficient delivery of IT services.

• Develop and implement service strategies aligned with organizational goals and customer expectations.

• Monitor service levels and KPIs to ensure performance targets are consistently met or exceeded.

• Oversee daily operations of the IT service desk, including L1 triage, incident management, and escalation procedures.

• Manage end-to-end lifecycle of critical incidents, including root cause analysis and prevention strategies.

• Champion a customer-focused mindset to improve the end-user experience.

• Implement and maintain ITIL-based service management practices (incident, problem, and change management).

• Drive continuous improvement initiatives by evaluating tools, processes, and team performance.

• Lead efforts to enhance efficiency and reduce service delivery costs without compromising quality.

• Manage relationships with vendors and service partners to ensure SLA compliance and high service quality.

• Support contract negotiations with partners, ensuring accountability to agreed performance metrics.

• Act as the subject matter expert for IT service delivery across the organization.

• Provide regular updates to IT leadership on service performance and project progress.

• Hire, mentor, and develop a high-performing IT service delivery team.

• Set clear team goals and conduct performance reviews to support growth and improvement.

• Monitor customer satisfaction and lead efforts to enhance user experience.

Required Experience & Qualifications:

• 8 years in IT service delivery, IT operations, or similar leadership roles.

• 5 years managing large IT support teams and improving service performance.

• Proven experience with ITIL/ITSM frameworks and managing SLAs and KPIs.

• Strong background in vendor management and partner performance oversight.

• Hands-on experience with ITSM tools (e.g., Jira Service Desk).

• Solid understanding of IT infrastructure, including networks, servers, cloud, and enterprise systems.

• Excellent leadership, communication, and interpersonal skills.

• Strong problem-solving and strategic decision-making capabilities.

• Exceptional customer service orientation with a focus on aligning IT with business needs.

• Ability to manage competing priorities in a fast-paced environment.

• ITIL Certification (Foundation or higher) required.

• Bachelor’s degree preferred.