IT Service Delivery Manager

IT Service Delivery Manager

As an IT Service Delivery Manager, you will lead and optimize IT service desk operations for a key client engagement in Austin, Texas.

Job Description

We are seeking an experienced IT Service Delivery Manager to lead and optimize IT service desk operations for a key client engagement. This is a hybrid role requiring 40% onsite presence at our client's location in Austin, TX. The ideal candidate is a proven service delivery leader with deep service desk roots, a passion for continuous improvement, and the ability to build strong client relationships while driving team performance. This position is full-time and hybrid (Austin, Texas).

What You'll Do

• Serve as the primary point of contact for service delivery, owning the day-to-day operational health of the IT service desk
• Build and maintain strong client relationships, ensuring service levels, KPIs, and contractual obligations are consistently met or exceeded
• Lead, coach, and develop a team of service desk analysts and team leads, fostering a culture of accountability and continuous improvement
• Monitor and analyze performance metrics (FLR, AHT, CSAT, SLA/SLO compliance) and drive corrective action where needed
• Partner with internal stakeholders and client leadership on escalation management, capacity planning, and service improvement initiatives
• Champion shift-left strategies and self-service adoption to reduce ticket volume and improve end-user experience
• Oversee incident management processes, ensuring timely resolution and clear communication during major incidents
• Support workforce management, scheduling, and staffing decisions to meet volume demands and service targets
• Collaborate with the ITSM Center of Excellence to align on platform governance, ServiceNow workflows, and reporting standards
• Contribute to business reviews, reporting, and executive-level presentations on service performance

What You'll Need

Required:

• 5+ years of experience in IT service desk or end-user support operations
• 2+ years in a Service Delivery Management, Operations Manager, or Team Lead role
• Experience supporting public sector or enterprise clients
• Experience with contact center platforms (Talkdesk, Genesys, or similar)
• Demonstrated ability to manage client relationships in a managed services or outsourced IT environment
• Strong working knowledge of ITSM frameworks (ITIL v3 or v4 preferred)
• Experience with ticketing and ITSM platforms — ServiceNow experience strongly preferred
• Proven track record of driving measurable improvements in FLR, CSAT, or SLA performance
• Excellent communication, presentation, and stakeholder management skills
• Must be local to and able to work onsite 40% of the time in Austin, Texas metro area

Preferred:

• ITIL Foundation certification (or higher)
• Familiarity with AI-driven service desk tools, virtual agents, or automation technologies
• HDI Support Center Manager (HDI-SCM) or similar certification

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

EEO Statement: It is the policy of Computer Aid, Inc. (CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

$115,000 - $125,000 per year. The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.