Enterprise Service Delivery Manager
Skills
IT OperationsIT Service DeliveryIT Service ManagementITILMergers & AcquisitionsVendor ManagementJira Service Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 8+ years of progressive IT Service Delivery or IT Operations experience
- 3+ years owning MSP/vendor relationships from the client side
- Experience supporting enterprise environments with 1 500+ distributed users across multiple sites or operating companies
- Strong understanding of ITIL and ITSM operational governance and service management disciplines
- Experience with Jira Service Management and modern ITSM tooling
- Familiarity with Microsoft cloud technologies including M365 Entra ID Azure Active Directory and endpoint management platforms
- Ability to assess technical root cause explanations and challenge vendor recommendations when needed
- Strong commercial and vendor governance experience including SOWs SLAs and consumption-based billing models
- Executive-level written and verbal communication skills
Nice to have
- Fast-paced
- Analytical
- Collaborative
- Accountable
- Client-focused
- Adaptable
Day to day
- Lead enterprise IT service governance across a highly distributed North American operating environment
- Own the operational relationship with the MSP and drive service quality governance maturity and accountability
- Coordinate major incidents governance cadences ITSM process improvement and multi-wave operating company integrations