IT Service Delivery Manager - Tech Ops & Finance

Job description

SUMMARY: The IT Service Delivery Manager is responsible for the end-to-end delivery of IT services that enable business outcomes. This role leads Service Desk operations and drives excellence across incident, request, problem, and knowledge management; governs vendor performance; ensures adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); and partners with IT and business leaders to continuously improve user experience, reliability, and compliance. ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Owns day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations. Ensures SLAs/KPIs are defined, measured, and achieved; publish weekly and monthly service performance reports for leadership. Leads Major Incident Management, driving rapid service restoration and clear, timely stakeholder communications...