Service Delivery Manager - Irving, TX

Job Description: As the Service Delivery Manager for Field Services, Onsite IT Support, and Onsite Deskside Support, you will oversee a large team responsible for providing comprehensive IT services to end-users. Your role extends beyond operational management to include strategic oversight, resource allocation, vendor management, and ensuring adherence to SLAs and KPIs. Reporting on team performance, incident management, SLA compliance, and customer escalations will be integral to your responsibilities, ensuring the delivery of high-quality IT services and maintaining customer satisfaction.

Qualifications:

·         Bachelor’s degree in information technology, Business Administration, or related field.

·         Proven experience in service delivery management, with a focus on incident management, SLA compliance, and customer escalation handling.

·         Strong leadership and team management skills, with a demonstrated ability to motivate and inspire teams to achieve high performance.

·         Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and internal stakeholders.

·         Proficiency in data analysis and reporting, with experience using reporting tools and methodologies to track and analyze performance metrics.

·         Sound knowledge of ITIL framework, service management principles, and best practices.

·         Certifications such as ITIL, PMP, or similar are highly desirable.