"Alerted.org

Job Description

The IT Service Delivery Manager will oversee the delivery of IT services and ensure high-quality support across the organization. This person will be responsible for managing the relationship between the client and the MSP, including understanding the relationship from a contractual standpoint, holding the MSP accountable, ensuring SLAs are met, and acting as the key liaison between IT and business units. The ideal candidate has a strong background in IT service management (ITSM), team leadership, and customer-focused service delivery in a fast-paced environment. Other responsibilities include:

Lead and manage core IT Service Management (ITSM) processes including Incident, Request, Change, and Problem Management to ensure consistent, reliable IT service delivery.

Establish, monitor, and enforce Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) to maintain high service quality and performance standards.

Act as the primary escalation point for service-related issues, driving timely resolution, root cause analysis, and long-term corrective actions.

Collaborate closely with the IT Manager to ensure seamless integration of service delivery with infrastructure operations and technology deployments.

Coordinate onboarding, support processes, and change management activities across infrastructure and platform services to ensure smooth transitions and minimal disruption.

Contribute to project planning and technical design sessions, providing insights into operational impacts, service risks, and support requirements.

Partner with procurement, finance, and legal teams to support vendor selection, contract negotiations, renewals, and performance reviews.

Analyze service data, metrics, and user feedback to identify trends, drive service improvements, and implement proactive corrective measures.

Promote and champion ITIL best practices across IT teams to enhance service consistency, efficiency, and customer satisfaction.

Manage communication and stakeholder updates during incidents, maintenance events, and service outages, ensuring transparency and timely information flow.

Serve as a strategic liaison between IT and business units, translating service requirements into actionable initiatives that support organizational goals.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

Experience managing an MSP relationship within enterprise environments, preferably an offshore MSP

5+ years of experience in IT service management or IT operations, with at least 2 years in a service delivery or vendor management role.

Understanding of contracts from a technical perspective: SLAs, KPIs, SOWs, etc.

Strong Knowledge of ITIL processes and ITSM tools.

Familiarity with cloud service delivery (e.g. AWS, Microsoft 365).

Excellent communication, analytical, and stakeholder management skills. ITIL v4 Foundation or higher certification null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].