Service Delivery Manager / Project Manager

Job Title: Service Delivery Manager / Project Manager Location: Onsite, Santa Monica, CA Work authorization: US Citizen Role Summary: Responsible for overall service delivery, project coordination, SLA performance, reporting, stakeholder communication, and ensuring that the 24x7 service desk operates in accordance with project requirements. Roles and Responsibilities: Manage overall service delivery and ensure compliance with contractual and SLA requirements. Coordinate service desk operations, staffing, schedules, and escalations. Act as the primary point of contact for City stakeholders. Monitor service performance, incidents, risks, and corrective actions. Prepare and present service reports and quarterly business reviews (QBRs). Coordinate onboarding, onsite immersion, knowledge transfer, and staff transitions. Ensure proper use of ServiceNow and adherence to documented processes. Professional Experience: Experience managing IT service desk, IT support, or IT service delivery operations. Experience with SLA management, incident management, escalation handling, and stakeholder communication. Experience managing ITIL-aligned service desk operations in public-sector or complex enterprise environments practical understanding of ServiceNow operations; and the ability to coordinate teams Experience coordinating support teams and service reporting. Experience with ITSM tools, preferably ServiceNow. Educational Qualifications: Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred, or equivalent relevant experience. Certifications: ITIL Foundation or higher preferred. PMP or equivalent project/service management certification preferred. CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk #J-18808-Ljbffr Softthink Solutions