What are the responsibilities and job description for the IT Service Delivery Manager position at Top Prospect Group?
Job Details
Position Summary:
The IT Service Delivery Manager for North America is responsible for leading and managing the delivery of IT services across the region, ensuring the highest levels of service quality, performance, and customer satisfaction. This role will oversee service desk operations, incident and problem management, IT infrastructure support, and vendor coordination to support business continuity and growth.
Key Responsibilities:
Oversee end-to-end IT service delivery operations across North America, ensuring adherence to SLAs, KPIs, and ITIL best practices.
Manage and mentor regional service desk and support teams, driving performance, efficiency, and continuous improvement.
Act as the primary escalation point for service issues, ensuring timely resolution and stakeholder communication.
Collaborate with global IT teams to align regional service delivery with enterprise IT strategy and standards.
Monitor and report on service performance, identifying trends, risks, and opportunities for improvement.
Lead IT projects and initiatives related to infrastructure, user support, and operational readiness.
Manage third-party vendors and service providers to ensure high-quality service and compliance with contractual obligations.
Drive process standardization, automation, and documentation to optimize service delivery and support scalability.
Support budgeting, forecasting, and resource planning for IT service operations within the region.
Qualifications:
Bachelor s degree in Information Technology, Computer Science, or related field; ITIL certification strongly preferred.
7 years of experience in IT service delivery, including 3 years in a leadership or management role.
Proven experience managing service desk/support teams and IT operations across a large geographical region.
Strong knowledge of IT infrastructure (networks, servers, EUC, cloud platforms) and enterprise applications.
Excellent communication, problem-solving, and stakeholder management skills.
Ability to work in a fast-paced, matrixed environment with diverse business units.
