Service Delivery Manager

Job Summary:

The Service Delivery Manager is responsible for overseeing the end-to-end delivery of the 24x7 Service Desk operations, ensuring seamless transition and steady state management for the City of Santa Monica. This role leads transition activities, manages SLA performance, staffing, contract governance, and fosters continual service improvement while maintaining strong relationships with the City Information Services Department. Responsibilities:

• Develop and execute the transition plan with clear milestones, dependencies, and risk management.
• Coordinate knowledge transfer and training on existing City solutions.
• Set up ServiceNow, telephony, VPN, and system access for all provider staff.
• Track CLETS onboarding to ensure required shift coverage at go-live.
• Conduct go-live readiness checks and lead the hypercare period.
• Serve as the single point of accountability for contract performance against SLA requirements.
• Plan and lead four Quarterly Business Reviews annually, including onsite refresher training.
• Manage staffing levels, shift coverage, and ensure two CLETS-certified staff per shift.
• Lead Priority 1 and VIP escalations for Public Safety, 9-1-1, SMDoT, SCADA, and City leadership.
• Produce monthly SLA, CSAT, and trend reports using ServiceNow.
• Drive continual service improvement, automation, and self-service initiatives.
• Manage onboarding and 60-day onsite immersion for new and replacement personnel.

Required Skills & Certifications:

• 8+ years managing managed service desk or IT operations contracts.
• Proven experience leading IT service transitions and onboarding new client accounts.
• Project planning, risk, and stakeholder management expertise.
• 3+ years experience in public-sector or regulated enterprise environments.
• Strong working knowledge of ITIL incident, request, problem, change, and knowledge management processes.
• Experience with ServiceNow ITSM reporting and Performance Analytics.
• Staffing, workforce management, and 24x7 shift planning capabilities.
• Executive-level written and verbal communication skills.
• Knowledge of City technologies, platforms, workflows, and onboarding/access provisioning.
• Familiarity with City on-call and escalation processes.
• Operational knowledge of Microsoft 365, Windows, and Cisco environments.
• Understanding of CityNet Community Broadband service model and customer types.
• Knowledge of City Priority 1 departments and VIP escalation paths.
• ITIL 4 Foundation certification (required).
• Bachelor's degree in Information Technology, Business, or related field, or equivalent experience.

Preferred Skills & Certifications:

• ITIL 4 Managing Professional or Strategic Leader certification.
• PMP or PRINCE2 project management certification.
• ServiceNow Certified System Administrator (CSA).
• HDI Support Center Manager certification.

Special Considerations:

• Must ensure coverage with two CLETS-certified staff on every shift.
• Responsible for managing Priority 1 and VIP escalations involving critical city departments and officials.
• Accountability for 24x7 service desk operations and adherence to strict SLA requirements.

Scheduling:

• Manage and plan 24x7 shift coverage to maintain continuous service desk operation.
• Oversee staffing to meet on-call and escalation requirements around the clock.