The Service Delivery Manager is responsible for leading and coordinating the End User Services (EUS) that supports on-site IT and remote operations across all company locations. This role ensures the reliable deployment, maintenance, and repair of hardware, network infrastructure, and end-user systems. The manager oversees field technicians, manages service delivery standards, and ensures timely resolution of technical issues while maintaining high customer satisfaction in conjunction with the Service Desk.
Essential Duties
- Lead and develop a distributed EUS team, including owning the follow-the-sun support model.
- Coordinate on-site and remote IT support across multiple locations in partnership with the Service Desk.
- Serve as the primary escalation point for the Service Desk.
- Manage VIP support and process.
- Ensure timely installation, maintenance, and repair of end-user devices.
- Own technician scheduling, dispatch, and workload management.
- Monitor service performance and ensure compliance with SLAs and company standards.
- Collaborate with infrastructure, security, and Service Desk teams to resolve complex issues.
- Drive high levels of customer satisfaction and resolve escalated service issues.
- Maintain accurate service, asset, and inventory documentation.
- Own the creation and quality of knowledge base content for EUS and the Service Desk.
- Manage the full hardware and software lifecycle, including deployment, upgrades, licensing, and replacements.
- Identify and implement process improvements to enhance efficiency and service quality.
- Build strong relationships with internal stakeholders, vendors, and third-party service providers.
- Ensure compliance with security, safety, and corporate policies.
- Produce regular reporting on service performance, incident trends, and operational improvements.
- Lead Major incident Management along with the Service Desk
Essential Requirements
- Strong knowledge of desktop support, networking, hardware troubleshooting, and enterprise IT environments.
- Experience with IT service management tools (e.g., ServiceNow or similar).
- Excellent knowledge of ITIL practices and service delivery frameworks.
- Excellent leadership, communication, and organizational skills.
- Ability to manage multiple priorities and respond effectively in a fast-paced environments.
Additional Requirements
- ITIL Certification.
- CompTIA Network+, A+, or similar certifications.
- Experience managing distributed or multi-location support teams.
Education & Experience Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of experience in IT support, field services, or technical operations.
- 2+ years of leadership or team management experience.
Working Conditions:
- May require occasional evening or weekend work.
- Regular domestic travel; occasional international travel.
