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Job Description

1. Service Delivery Management

• Oversee end-to-end delivery of managed services with a focus on quality and efficiency

• Ensure adherence to SLAs, KPIs, and contractual obligations

• Proactively monitor performance and resolve escalations

• Apply ITIL principles across Incident, Problem, Change, and Request Management

• Utilize ServiceNow for ITSM operations, reporting, and analytics

2. Client Relationship Management

• Act as the primary liaison for the client, fostering trust and transparency

• Lead regular service reviews and strategic planning sessions

• Align service delivery with evolving client goals and expectations

3. Team Leadership & Development

• Lead, mentor, and inspire a team of service delivery professionals

• Conduct performance evaluations and support career development

• Identify training needs and promote ITIL certification pathways

4. Operational Excellence

• Drive continuous improvement through ITIL-aligned best practices

• Maintain SOPs and ensure regulatory compliance

• Champion quality and operational efficiency across service functions

5. Project Management

• Manage service-related projects from initiation to completion

• Oversee resources, timelines, and risk mitigation strategies

• Ensure successful delivery of project milestones and outcomes

6. Financial Management

• Oversee service delivery budgets and financial performance

• Identify cost-saving opportunities without compromising service quality

• Maintain fiscal discipline and accountability

7. Stakeholder Coordination

• Collaborate cross-functionally with IT, HR, Finance, and other departments

• Manage third-party vendor relationships and service integration

• Ensure alignment and transparency across all stakeholders

8. Reporting & Analytics

• Deliver performance insights to senior leadership and clients

• Leverage ServiceNow dashboards for data-driven decision-making

• Track key metrics and identify areas for improvement

Salary Range: $145,000-$165,000

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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 or uniformed service member status, 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 [email protected] 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

Education

• Bachelor’s degree in Information Technology, Business Administration, or related field

Clearance

• Active Secret Clearance

Experience

• 10+ years in technical environments with a focus on service excellence

• 5–7 years in leadership roles within managed services delivery

• Proven success managing large-scale client engagements

• Demonstrated ability in business development and portfolio expansion

• Extensive hands-on experience with ServiceNow and ITSM