What are the responsibilities and job description for the IT Service Delivery Manager position at NPAworldwide?
Job Description
Due to an internal promotion, our client is looking to hire a Service Delivery Manager who will report to the Director of IT and have oversight for a team of six (6) Level I / II Technical Support Specialists
You'll be the driving force behind exceptional IT service delivery across multiple locations. This isn't just another IT management roleit's an opportunity to shape how technology enables their rapid growth while ensuring every customer/employee interaction exceeds expectations.
The Service Delivery Manager is an operational leader who thrives on building processes, coaching teams, and turning data insights into measurable service improvements.
Our client is a longstanding industry leader that has experienced tremendous growth in recent years. As an employee-owned company, this is an exceptional opportunity to be part of their success story! If you're an operational technology leader who gets energized by building efficient processes, developing high-performing teams, and using data to drive meaningful improvements in customer experience, we want to hear from you.
This role offers the unique opportunity to shape IT service delivery at a company experiencing significant growth while building the systems and culture that will support their continued success.
Salary Min : $ 80000
Salary Max : $ 90000
Currency Type : USD
Due to an internal promotion, our client is looking to hire a Service Delivery Manager who will report to the Director of IT and have oversight for a team of six (6) Level I / II Technical Support Specialists
You'll be the driving force behind exceptional IT service delivery across multiple locations. This isn't just another IT management roleit's an opportunity to shape how technology enables their rapid growth while ensuring every customer/employee interaction exceeds expectations.
The Service Delivery Manager is an operational leader who thrives on building processes, coaching teams, and turning data insights into measurable service improvements.
- Direct impact on company growth: Manage service delivery across multiple offices with 800 tickets/month
- Culture-focused leadership: Build a high-performing team culture centered on accountability and customer service excellence
- Process innovation: Transform onboarding experiences and create systems that scale with rapid expansion
- Data-driven improvement: Use ITSM & KPI analytics to identify trends and implement solutions that enhance user experience
- Lead and develop 6 Technology Support Analysts (Tier I & II) across multiple locations
- Drive hiring, onboarding, and career developmentensuring new employees have seamless technology setup and comprehensive training
- Foster accountability through regular 1:1s, performance coaching, and skills development
- Create scheduling strategies that ensure optimal coverage and SLA compliance
- Monitor ticketing queues for SLA adherence, workload balancing and strategic triage
- Develop and report key service metrics (KPI: response times, resolution rates, customer satisfaction scores
- Identify patterns in ticket trends and user pain points, proposing process improvements and training solutions
- Maintain SOPs, workflows, and documentation that support consistent, quality service delivery
- Collaborate with Infrastructure, Systems, and Application teams on escalations and change management
- Serve as escalation point for complex or high-priority incidents
- Provide hands-on technical guidance during peak periods or challenging troubleshooting scenarios
- 5 years enterprise IT support experience with 2 years in supervisory roles
- Proven track record in service delivery managementyou understand that great IT isn't just about fixing things, it's about creating experiences
- Experience with ITSM platforms (Fresh Service, ServiceNow, Zendesk or similar) and using data to drive improvements
- Strong coaching and communication skillsyou can develop team members and build collaborative relationships
- Proficient troubleshooting: Windows, Microsoft 365, remote support tools, endpoint management
- Familiarity with Intune, Azure AD, VPN technologies, Microsoft Teams/SharePoint preferred
- Understanding of ITIL-based service delivery practices preferred
- Minimal travel: Regional visits a few days per quarter with advance planning
Our client is a longstanding industry leader that has experienced tremendous growth in recent years. As an employee-owned company, this is an exceptional opportunity to be part of their success story! If you're an operational technology leader who gets energized by building efficient processes, developing high-performing teams, and using data to drive meaningful improvements in customer experience, we want to hear from you.
This role offers the unique opportunity to shape IT service delivery at a company experiencing significant growth while building the systems and culture that will support their continued success.
- 4 days onsite, flexible management (Northtowns location)
- Competitive salary with generous performance-based bonuses that significantly enhance total compensation
- Medical, dental, disability, and life insurance
- 401(k) and ESOP with generous profit-sharing/matching contributions
- Flexible management
- Work from home 1 day/week
Salary Min : $ 80000
Salary Max : $ 90000
Currency Type : USD
Salary : $80,000 - $90,000
