Information Technology Service Delivery Manager

Overview Insight Global is seeking an Infrastructure Analyst to join a large enterprise client, serving as the lead for their Priority 1 incident management team. This role is responsible for coordinating the end-to-end response to critical incidents, ensuring swift resolution and minimal business impact. The analyst will act as the primary liaison between tiered support teams—including Service Desk, technical support, application owners, and business units—facilitating real-time communication and escalation. They will provide timely updates to executive leadership throughout the incident lifecycle, maintain accurate documentation in the ITSM platform (e.g., ServiceNow), and lead post-incident reviews (PIRs) to identify root causes and drive continuous improvement. Additionally, the analyst will take ownership of Problem Management activities, ensuring that recurring issues are addressed and resolved to prevent future disruptions. Schedule: Monday- Friday, 8am-5pm, Hybrid (3 days a week onsite – Wednesday Mandatory) Responsibilities / Qualifications Required Skills & Experience: 5+ years of experience in IT Service Management or Incident Management in a large enterprise. Strong understanding of ITIL practices, especially Incident and Problem Management. Prioritization of incidents based on impact and urgency. Understanding of how Infrastructure, Networks and Data Centers in an enterprise environment work. IT ticketing investigation and resolution to create solutions that prevent recurrence. Proven ability to manage high-pressure situations with multiple stakeholders. Excellent communication and facilitation skills, both written and verbal. Strong soft skills – communication, problem solving, analytical thinking. Nice to Have Skills & Experience: IT Project Management Experience Experience with ServiceNow Experience with an ITSM Tool (e.g., Remedy or Salesforce) Familiarity with Lean or Agile methodology Seniority level Associate Employment type Full-time Job function Information Technology Industries Engineering Services IT System Operations and Maintenance IT Services and IT Consulting Base pay range: $80,000.00/yr - $95,000.00/yr In Greenville, SC. Get notified about new Information Technology Service Delivery Manager jobs in Greenville, SC. #J-18808-Ljbffr