Information Technology Service Delivery Manager

Role: Service Delivery, Manager

Location: AZ - Phoenix

Key Responsibilities

1. Technical Service Delivery & IT Operations

• Lead day-to-day IT service delivery across supported locations and ensure services meet established SLAs and client expectations.
• Oversee ticket queues, incidents, service requests, escalations, response/resolution times, and backlog.
• Identify recurring issues and drive root-cause resolution.
• Establish and maintain standardized service delivery processes, workflows, documentation, and escalation procedures.
• Monitor operational performance and proactively address service delivery risks and gaps.
• Partner with leadership to improve the overall efficiency, quality, and scalability of IT operations.

2. Technical Team Leadership

• Lead, coach, and develop technical support and IT operations teams.
• Establish expectations around service delivery, technical performance, productivity, documentation, and accountability.
• Manage workload, staffing, resource allocation, performance goals, and employee development.
• Conduct regular 1:1s, performance reviews, and team meetings.
• Build a high-performing culture focused on accountability, collaboration, customer service, and continuous improvement.

3. Client & Stakeholder Management

• Serve as a primary point of contact for clients and business stakeholders.
• Lead client meetings, service reviews, operational discussions, and escalations.
• Establish clear expectations for service delivery, priorities, timelines, and deliverables.
• Communicate service performance, project updates, risks, staffing needs, and recommendations.
• Understand client business needs and translate them into practical technical and operational solutions.
• Build strong client relationships through proactive communication, accountability, and reliable service delivery.

4. Endpoint & Asset Lifecycle Management

• Oversee the full lifecycle of IT hardware and endpoints, including procurement, configuration, deployment, assignment, maintenance, repair, refresh, recovery, and decommissioning.
• Manage laptops, desktops, mobile devices, peripherals, and other IT equipment.
• Maintain accurate asset and inventory records and establish effective inventory controls.
• Oversee device staging, deployment, repair, replacement, reclamation, and refresh processes.
• Identify opportunities to improve asset accuracy, device turnaround times, inventory visibility, and lifecycle processes.

5. SLA, KPI & Operational Reporting

• Establish, monitor, and report on IT service delivery KPIs and SLAs.
• Track metrics such as ticket volume, response/resolution times, SLA compliance, backlog, device turnaround, asset accuracy, productivity, endpoint compliance, and customer satisfaction.
• Analyze operational data to identify trends, performance gaps, staffing needs, and improvement opportunities.
• Develop dashboards and reports for leadership and clients.
• Use data to make informed decisions and provide actionable recommendations.

6. Technical Projects & Change Management

• Lead technical and operational projects from planning through implementation.
• Manage technology rollouts, hardware refreshes, endpoint deployments, system implementations, and process changes.
• Develop project timelines, milestones, resource requirements, and success criteria.
• Coordinate technical teams, vendors, clients, and other stakeholders.
• Identify risks and dependencies and ensure projects are delivered on time and transitioned successfully into operations.

7. Process Improvement, Automation & Operational Excellence

• Continuously evaluate IT operations and service delivery processes for efficiency and scalability.
• Identify opportunities to standardize processes, automate repetitive work, and improve workflows.
• Develop SOPs, documentation, and repeatable operational practices.
• Use root-cause analysis to reduce recurring technical and operational issues.
• Evaluate and implement tools and technologies that improve service delivery, visibility, and efficiency.

8. IT Tools & Systems

• Manage and optimize ITSM, ticketing, asset management, endpoint management, and reporting platforms.
• Ensure accurate and consistent operational data across systems.
• Leverage tools such as Microsoft 365, Teams, Excel, Smartsheet, ticketing platforms, endpoint management systems, and automation tools.
• Identify opportunities to improve workflows, integrations, reporting, and automation.

Required Qualifications & Skills

• 5+ years of progressive experience in IT operations, technical service delivery, IT service management, technical support leadership, or a related field.
• 3+ years of experience leading technical teams , including performance management, coaching, workload management, and resource allocation.
• Proven experience managing technical service delivery in a fast-paced, multi-site, or enterprise environment.
• Strong experience with ITSM, SLAs, KPIs, ticket queues, escalations, and service performance metrics.
• Strong understanding of endpoint management, hardware lifecycle, asset management, inventory, and technical support operations.
• Demonstrated experience using data, reporting, and dashboards to measure performance and drive operational decisions.
• Experience leading technical projects, technology rollouts, hardware refreshes, and operational changes.
• Proven ability to drive process improvement, standardization, automation, and root-cause resolution.
• Strong client-facing experience, including managing expectations, escalations, service reviews, and stakeholder relationships.
• Ability to translate business and client requirements into practical technical and operational solutions.
• Experience with IT ticketing/service management platforms and Microsoft 365, Teams, and Excel.
• Strong project management, organizational, communication, and problem-solving skills.
• Strong people leadership and employee development skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong attention to detail and ability to maintain accurate operational and asset data.

Preferred Qualifications

• ServiceNow, Jira Service Management, or similar ITSM platforms.
• Microsoft Intune, Configuration Manager, or similar endpoint management platforms.
• Microsoft Entra ID/Azure AD.
• Asset management and inventory platforms.
• Power BI or similar reporting/BI tools.
• Power Automate, PowerShell, or other automation technologies.
• Experience supporting multi-location IT operations.
• ITIL or other IT service management certification.

What Success Looks Like

Success in this role means delivering reliable, measurable, and scalable IT services while continuously improving the operation.

The successful candidate will:

• Maintain strong SLA and service delivery performance.
• Reduce ticket backlogs and recurring technical issues.
• Improve endpoint lifecycle, asset accuracy, and device turnaround.
• Build a high-performing and accountable technical team.
• Provide leadership and clients with accurate, actionable operational data.
• Successfully execute technical projects and operational initiatives.
• Improve efficiency through process standardization and automation.
• Strengthen client relationships and overall service satisfaction.
• Build scalable processes that improve consistency and support business growth.

Ideal Candidate

The ideal candidate is a technical service delivery leader , not simply an IT administrator or people manager.

They understand how technology, people, processes, data, and client expectations work together to deliver successful IT services. They are comfortable analyzing a ticket backlog, SLA report, asset issue, project plan, or client escalation and determining what is happening, why it is happening, and how it can be improved.

They are technically credible enough to work directly with technical teams, operationally strong enough to manage service delivery and performance, data-driven enough to identify trends and make informed decisions, and experienced enough to lead clients, projects, and people.

Most importantly, they take ownership of the entire service delivery operation and continuously look for ways to make it more efficient, scalable, measurable, and effective.