INFORMATION TECHNOLOGY SERVICE DELIVERY MANAGER - REMOTE

A.C. Coy

Pittsburgh, Pennsylvania
Remote

Contractor

6 days ago

Job Description

Overview:

Location: Remote (CST or EST timezone only)

Job Type: Full Time / Contract

Work Authorization: No Sponsorship

The A.C.Coy company has an immediate opening for an IT Service Management Delivery Manager. Ideal candidates must have 5+ years of experience with ServiceNow Service Management (ITSM/ITAM). Experience managing day-to-day tactical operations of a service management organization and providing oversight of a managed service provider.

Responsibilities:

Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations
Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality and compliance with established standards and SLAs
Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams to drive effective outcomes
Direct and support Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and providing guidance to project managers responsible for execution
Champion the end-user and customer experience by addressing service concerns, managing VIP and executive escalations, and ensuring the Service Desk interactions meet expectations for responsiveness and quality
Identify operational bottlenecks and implement process improvements to enhance service efficiency, customer satisfaction and overall Service Desk performance
Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams to ensure services align with organizational priorities and business needs
Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectation

Qualifications:

Education:

Bachelor's degree or equivalent work experience

Experience Required:

ServiceDesk management experience for a global organization - 5+ years
ServiceNow platform experience (specifically: ITSM/ITAM) - 5+ years
Project management - 5+ years
ServiceDesk oversight of a managed service provider - 5+ years

Numbers & Facts

Location	Pittsburgh, Pennsylvania ( Remote )
Job Type	Contractor

Skills

Artificial Intelligence (AI)unmatched
Automationunmatched
Cross-Functionalunmatched
Customer Experienceunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Delivery Managementunmatched
IT Service Management (ITSM)unmatched
People Managementunmatched
Performance Analysisunmatched
Process Improvementunmatched
Project/Program Managementunmatched
Regulatory Complianceunmatched
Service Deliveryunmatched
Service Level Agreement (SLA)unmatched
ServiceDeskunmatched
ServiceNowunmatched
Tactical Operationsunmatched
Technical Deliveryunmatched
Technical Leadershipunmatched
User Interface/Experience (UI/UX)unmatched

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