Global Service Delivery Manager

Our client is a global provider of detection, measurement, analysis and monitoring solutions to the nuclear, defense, medical and research end markets. They are seeking a Service Delivery Manager to lead and mature our global field services organization. This individual will oversee field services operations across North America and Europe, with regional leaders reporting into the role. As a key partner to the Director of End User Services, you will be responsible for coordinating and optimizing End User Services (EUS) that support both on-site IT and remote operations across all company locations.

Environment

• ServiceNow-based ITSM
• Hybrid model: remote service desk paired with onsite field services

Responsibilitie s:

• Lead and develop a distributed EUS team, owning follow-the-sun support and collaborating with regional leaders
• Coordinate and scale global field services operations, ensuring timely installation, maintenance, and repair of hardware, network infrastructure, and end-user systems
• Establish and drive standardized processes for service delivery, response times, and end-user engagement
• Oversee field technicians, manage service delivery standards, and resolve escalated service issues to maintain high customer satisfaction
• Act as the primary escalation point for the remote (outsourced) Service Desk, ensuring seamless integration and handoffs
• Build and enhance centralized knowledge management and documentation practices
• Monitor service performance and ensure compliance with SLAs, company standards, and corporate policies
• Produce regular reporting on service performance, incident trends, and operational improvements
• Manage VIP support, technician scheduling, and workload management
• Collaborate with infrastructure, security, and Service Desk teams to resolve complex issues
• Drive operational excellence and process improvements to enhance efficiency and service quality

Build strong relationships with internal stakeholders, vendors, and third-party service providers

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 5+ years of experience in IT support, field services, or technical operations
• 2+ years of leadership or team management experience
• Strong knowledge of desktop support, networking, hardware troubleshooting, and enterprise IT environments
• Experience with ServiceNow IT service management tool
• Excellent understanding of ITIL practices and service delivery frameworks
• ITIL Certification and CompTIA Network+, A+, or similar certifications preferred
• Experience managing distributed or multi-location support teams
• Exceptional leadership, communication, and organizational skills
• Ability to manage multiple priorities and respond effectively in fast-paced environments