IT Service Delivery Manager

Job Summary

We are seeking an accomplished IT Service Delivery Manager to lead and continuously improve a global technology service desk organization. This role provides strategic and operational oversight of enterprise IT support functions across multiple regions, driving service excellence, team development, and modern IT service management practices. The ideal candidate brings strong leadership, technical expertise, and a customer-focused mindset to support global infrastructure and application environments.

Duties & Responsibilities

• Lead and develop a global service desk team, including recruitment, onboarding, training, and performance growth

• Drive continuous improvement in service quality, processes, and customer experience

• Apply ITSM and ITIL frameworks to refine workflows, metrics, and communication practices

• Oversee ticket assignment, tracking, and resolution across regions

• Manage enterprise asset management processes and inventory controls

• Improve infrastructure and application monitoring and alerting strategies

• Serve as an escalation point for complex technical incidents

• Manage vendor relationships and service level agreements

• Analyze service trends to streamline operations and improve efficiency

• Build strong relationships with internal teams, leadership, and technical stakeholders

• Coach and mentor team members to support career development and skill advancement

Qualifications, Skills & Experience

• 5+ years of experience leading IT service delivery or service desk organizations

• Strong knowledge of ITIL or IT service management frameworks

• Broad technical background across infrastructure, cloud, applications, and end-user systems

• Proven ability to lead global and offshore teams as a unified organization

• Strong analytical, troubleshooting, and operational management skills

• Excellent communication and stakeholder engagement abilities

• Hands-on leadership style with a collaborative approach

• Ability to balance strategic planning with day-to-day operational execution

Boston, Massachusetts, United States

2026 Feb 26th Virtual - Berkshire Hathaway Specialty Insurance