About this role

Lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives
Serve as a primary liaison between business stakeholders and Global IT delivery and operations teams
Manage intermediate Service Delivery Managers ensuring consistent triage quality and service governance
Produce regular reporting on intake volume, pipeline health, delivery status, service performance and risks
Apply ITIL-based service delivery practices to support incident, change, problem, and service request processes
Drive continual service improvement by identifying trends, bottlenecks, and opportunities

5+ years of experience in IT Service Management, service delivery, or operational leadership roles
ITIL V4 Foundation certification required
Proven ability to manage and optimize end-to-end intake and triage processes
Ability to act as a liaison between business units and technical IT teams
Expertise in facilitating discovery sessions, impact assessments, risk evaluations
Excellent written and verbal communication skills
Extensive experience with ServiceNow or comparable enterprise ITSM platforms
Proven success managing high-impact initiatives and services
Experience interfacing effectively with both technical and non-technical stakeholders

Manager, Service Delivery Management

Key skills