IT Service Delivery Manager (BHAK)Bowhead is seeking an experienced and customer-focused IT Service Delivery Manager in Anchorage, AK to lead the delivery of enterprise IT services across our organization. This role is responsible for ensuring the consistent delivery of high-quality IT support, maintaining service excellence, and driving continuous improvement initiatives.The ideal candidate is an experienced IT leader with a solid understanding of IT Service Management (ITSM), ITIL best practices, and enterprise infrastructure. They will oversee daily service operations, manage service desk performance, coordinate cross-functional technical teams, and ensure that IT services consistently meet business objectives and service-level expectations. This position requires exceptional leadership, communication, and organizational skills, along with the ability to balance strategic planning with operational execution.ResponsibilitiesService Delivery LeadershipLead the day-to-day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction.Ensure compliance with established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).Oversee incident, request, problem, change, and service fulfillment processes.IT Service ManagementChampion ITIL best practices and promote process maturity across the organization.Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation.Develop and maintain operational procedures and service documentation.Team LeadershipProvide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff.Coordinate activities across infrastructure, networking, systems administration, cybersecurity, vendors, and third-party service providers.Foster a culture focused on accountability, collaboration, and exceptional customer service.Customer ManagementServe as a liaison between IT and business leadership.Manage customer expectations and proactively resolve service-related issues.Operational ExcellenceAnalyze service metrics and trends to identify recurring issues and implement long-term corrective actions.Develop reporting dashboards and executive-level service performance summaries.Support disaster recovery planning, business continuity efforts, and operational readiness initiatives.Project & Technology EnablementPartner with project teams to ensure successful transition of new technologies into production support.Support cloud transformation, infrastructure modernization, and digital workplace initiatives.Assist in IT budgeting, resource planning, and vendor management.QualificationsBachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience).Five to ten (5-10) years of progressive experience in IT Service Management.ITIL 4 Foundation Certification.Strong knowledge of Incident Management, Problem Management, Change Management, Request Fulfillment, Service Level Management.Experience administering or managing enterprise IT Service Management (ITSM) platforms.Working knowledge of Microsoft 365, Azure, Active Directory, Windows Server, enterprise networking concepts, cloud services.Excellent verbal, written, and presentation skills.Demonstrated ability to communicate technical issues to both technical and non-technical audiences.Strong analytical, organizational, and problem-solving abilities.Preferred QualificationsProject Management Professional (PMP) certification.Experience supporting government, Department of Defense (DoD), or Alaska Native Corporation (ANC) environments.Familiarity with IT governance frameworks such as NIST or CMMC.Desired CompetenciesServant leadershipCustomer‑first mindsetStrategic thinkingOperational excellenceContinuous improvementStrong decision‑making and prioritizationConflict resolution and negotiationExecutive communicationVendor and contract managementProcess improvement and automationChange leadershipPhysical DemandsAbility to sit/stand for prolonged periods of time; confined to workstation.Ability to lift objects 25 or more pounds.Prolonged use of video display terminals.Travel from primary place of work.Deadlines that require a quick turnaround or demands for work product.Reach/relocate items above shoulder.SECURITY CLEARANCE REQUIREMENTSThere are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.Applicants may be subject to a pre‑employment drug & alcohol screening and/or random drug screen, and must follow UIC's Non‑DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre‑employment criminal background history check. All post‑secondary education listed on the applicant's resume/application may be subject to verification.Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in‑house, online, driving course to be authorized to drive for company purposes.UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Please view Equal Employment Opportunity posters here ( Anchorage, AK#J-18808-Ljbffr