The Next Level of Fire & Life Safety Leadership
With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech have been leading the way in protecting people and property around the world. Now, we’re taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places. With an unmatched portfolio of solutions and services, and a commitment to constant innovation we’re elevating the standards for an entire industry – and establishing the next level of fire and life safety leadership.
At Kidde Global Solutions, you’re joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you’ll be part of a legacy of leadership working with cutting-edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. We’re committed to expanding our impact and providing dynamic opportunities for growth within our team. You’ll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way.
If you’re ready to take the next step in your career and be part of an innovative, mission-driven team, apply now!
IT Service Delivery Manager
Location: On-site in Bradenton, FL
Base Salary Rate: $122,285 – 143,865 per year
Job type: Full-time position
About This Role
The IT Service Delivery Manager is responsible for leading the effective, reliable, and high-quality delivery of IT services to internal employees, departments, and business functions. This role ensures that IT support (service desk, desktop, applications, infrastructure, cloud services, etc.) meets or exceeds agreed service levels, drives user satisfaction, supports business productivity, and aligns with organizational priorities. The position champions ITIL best practices, continual improvement, and proactive service management in an internal enterprise setting.
Key Responsibilities
- Oversee end-to-end delivery of internal IT services, including incident management, service requests, problem management, change management, and knowledge management
- Define, monitor, and report on internal SLAs, KPIs, and performance metrics (e.g., first-contact resolution, ticket resolution time, system availability, employee CSAT/NPS scores, ticket backlog, major incident frequency)
- Act as the primary escalation point for internal stakeholders (ELT, DLT , department heads, executive team) regarding IT service performance, issues, and improvements
- Lead, mentor, and develop the internal service delivery team (service desk analysts, desktop support engineers, application support specialists, field technicians, etc.), including performance management, training, and resource planning
- Drive continual service improvement (CSI) initiatives: analyze trends, conduct root cause analysis, implement preventive actions, and promote automation/self-service to reduce tickets and increase efficiency
- Facilitate major incident management, post-incident reviews (PIRs), and problem management processes to minimize business impact and recurrence
- Collaborate closely with internal teams (e.g., infrastructure, security, applications development, project management office) to ensure seamless service transitions, change implementation, and alignment with business projects/initiatives
- Manage relationships with internal vendors/suppliers (e.g., software licensors, hardware providers, cloud vendors) and any co-sourced support partners; oversee contracts, performance, and cost efficiency where relevant
- Contribute to capacity planning, availability management, IT continuity/disaster recovery planning, and security/compliance adherence (e.g., GDPR, ISO 27001, internal policies)
- Prepare and present regular service review meetings, executive dashboards, trend reports, and value demonstrations showing how IT supports business outcomes
- Promote a customer-centric culture within IT, focusing on employee experience (EX), proactive communication, and reducing friction in daily technology use
Basic Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field
- 6+ years’ in IT service management or operations, with at least 3 years in a leadership/service delivery role within an internal/enterprise IT environment
Preferred Qualifications
- Master’s degree
- Certifications (strongly preferred): ITIL 4 Foundation (required); ITIL 4 Managing Professional or Strategic Leader modules highly desirable
- Deep knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, Microsoft Service Manager, Ivanti, Freshservice)
- Solid understanding of enterprise IT environments (hybrid cloud, on-prem infrastructure, Microsoft 365/Azure AD, endpoint management, collaboration tools)
- Strong grasp of ITIL processes and how they apply internally (no heavy focus on commercial billing/profitability)
- Exceptional communication and stakeholder management skills — able to translate technical issues into business impact for non-technical audiences
- Analytical mindset with the ability to use data to drive decisions and improvements
- Ability to manage conflicting priorities and maintain calm under pressure during incidents
Compensation and Benefits
Individuals may be eligible for an annual performance bonus based on both individual and company’s performance. The final compensation for this position will be set based on the individual’s knowledge, skills, and experience as it relates to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, company holidays), 401(k) with employer match, EAP assistance, and more.
World Leaders in Fire and Life Safety
Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.
Kidde Global Solutions is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local laws.
