Manager, IT Service Delivery (1099915)

Location: Boston, MA

Salary: $90,000.00 USD Annually - $130,000.00 USD Annually

Description: Manager, IT Service Delivery

Location: Downtown Boston HQ (onsite 4 days/week) Team Scope: Global Onsite Support & Vendor Service Desk User Base: 3,500 end-users

Position Overview

We are seeking a dynamic and experienced Manager of IT Service Delivery to lead our global onsite support and vendor service desk teams. Acting as the face of IT, this role ensures seamless, high-quality support across the organization by aligning internal and external resources to meet evolving business needs. The ideal candidate will be a strategic leader with a passion for customer satisfaction, operational excellence, and team development.

Key ResponsibilitiesTeam Leadership

• Lead and mentor the Global Onsite Support team, fostering a culture of collaboration and accountability.
• Ensure consistent support standards across global locations.
• Set clear performance expectations and conduct regular evaluations.
• Identify skill gaps and implement targeted training and development plans.
• Effectively manage vendor support resources to ensure unified service delivery.
  
  

Stakeholder & Vendor Engagement

• Build strong relationships with internal stakeholders to understand technology needs and deliver responsive support.
• Collaborate with third-party vendors to align IT services with business objectives.
• Partner with internal technology leads to continuously improve service delivery value.
• Design and implement a high-touch onboarding experience for new users.
  
  

Service Operations & Incident Management

• Oversee hardware lifecycle management for desktops, laptops, mobile devices, and conference room equipment.
• Coordinate communications for critical incident response and resolution.
• Serve as an escalation point for recurring issues, driving root cause analysis and long-term solutions.
• Manage SaaS renewals and vendor relationships for select software products.
  
  

Performance & Process Optimization

• Develop and report on key performance indicators (KPIs) to measure team effectiveness and service quality.
• Identify opportunities for process improvement and lead change initiatives.
• Communicate metrics and insights to stakeholders to drive continuous improvement.
  
  

QualificationsRequired

• Bachelor’s degree in IT or equivalent experience.
• Minimum 5 years of experience in IT service delivery management.
• Proven ability to lead and inspire teams, including remote staff.
• Strong collaboration, team-building, and problem-solving skills.
• Excellent project management and communication abilities.
• Experience working under tight deadlines in fast-paced environments.
• Proficiency in English (written and verbal).
• Knowledge of ITIL and IT service management frameworks.
• Hands-on experience with ServiceNow, Windows OS, and desktop troubleshooting.
• Familiarity with MDM solutions, Microsoft 365, Teams Voice, AV/video conferencing, MFA, and printer support.
  
  

Preferred

• Minimum 3 years of team management experience, including remote oversight.
  
  

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Contact: cbeasty@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com