What are the responsibilities and job description for the IT Service Delivery Manager NA position at Tosca?
Who We Are
At Tosca, we’re transforming supply chains with reusable packaging solutions that drive efficiency and sustainability. As we continue to grow, we’re looking for an IT Service Delivery Manager to lead our North American IT service desk operations and client computing platforms. You’ll be a key partner to business teams, providing scalable solutions that support collaboration, productivity, and performance.
What You’ll Do
You’re a strong people leader with a knack for service excellence. You know how to motivate teams, troubleshoot issues, and collaborate across departments. You enjoy getting into the weeds when needed, but you never lose sight of the bigger picture—delivering reliable, secure, and user-friendly IT services.
Travel
Up to 20% travel may be required to support team and infrastructure needs across North America.
Why Join Tosca?
At Tosca, we’re transforming supply chains with reusable packaging solutions that drive efficiency and sustainability. As we continue to grow, we’re looking for an IT Service Delivery Manager to lead our North American IT service desk operations and client computing platforms. You’ll be a key partner to business teams, providing scalable solutions that support collaboration, productivity, and performance.
What You’ll Do
- Lead the IT service delivery team, managing day-to-day operations across service desks and client technology support.
- Build and maintain technology standards, policies, and processes that align with ITIL best practices.
- Support executive leadership with white-glove service and direct troubleshooting for physical and virtual collaboration tools.
- Partner with global IT, Cybersecurity, and Cloud teams to ensure cohesive service delivery across regions.
- Manage the lifecycle of end-user technology – from procurement and setup to optimization and decommissioning.
- Track and analyze performance metrics, SLAs, and KPIs to improve reliability and service quality.
- Drive adoption of digital tools through in-person and virtual training.
- Collaborate cross-functionally to support ongoing business initiatives and deliver seamless IT support to internal customers.
- 8 years in technical IT roles, including 5 years managing service delivery teams.
- Bachelor's degree in a related technical discipline.
- Deep understanding of ITIL processes and a passion for process optimization.
- Experience managing support teams across multiple sites and time zones.
- Technical expertise in:
- Microsoft Intune Endpoint Management
- Windows 11 and MacOS
- Client computing (laptops, tablets, printers, A/V equipment)
- Identity & Access Management
- ServiceDesk Plus or similar tools
- Strong communication skills with the ability to translate technical information to diverse audiences.
- Bonus if you have experience with Power BI, advanced Excel reporting, or PMP certification.
You’re a strong people leader with a knack for service excellence. You know how to motivate teams, troubleshoot issues, and collaborate across departments. You enjoy getting into the weeds when needed, but you never lose sight of the bigger picture—delivering reliable, secure, and user-friendly IT services.
Travel
Up to 20% travel may be required to support team and infrastructure needs across North America.
Why Join Tosca?
- Sustainability-Driven Mission – Be part of a company driving meaningful environmental change through reusable packaging solutions.
- Hybrid Flexibility – Work remotely on Mondays and Fridays, with in-office collaboration Tuesdays through Thursdays at our Midtown Atlanta HQ.
- Perks & Benefits – Enjoy catered lunches every Wednesday and company-paid parking in Midtown.
- Impact at Scale – Lead the service delivery strategy supporting a fast-growing, global enterprise.
- Career Growth – Take charge of key IT operations, influence global standards, and lead a high-performing team.
