This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Service Delivery Specialist based in the United States.
This role offers the opportunity to lead and improve IT service operations that support employees, business teams, and technology initiatives at scale.
You will act as a key connection point between IT operations, technical teams, vendors, and business stakeholders.
The position focuses on driving service excellence through operational improvements, reliable support processes, and strong stakeholder relationships.
You will help shape IT service management practices while ensuring high-quality user experiences and efficient issue resolution.
As a senior contributor, you will mentor support teams, influence operational strategy, and promote continuous improvement.
The role combines technical knowledge, leadership, process optimization, and business partnership.
You will have the opportunity to make a meaningful impact by improving the systems and services that enable teams to work effectively.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Service Delivery Specialist based in the United States.
This role offers the opportunity to lead and improve IT service operations that support employees, business teams, and technology initiatives at scale.
You will act as a key connection point between IT operations, technical teams, vendors, and business stakeholders.
The position focuses on driving service excellence through operational improvements, reliable support processes, and strong stakeholder relationships.
You will help shape IT service management practices while ensuring high-quality user experiences and efficient issue resolution.
As a senior contributor, you will mentor support teams, influence operational strategy, and promote continuous improvement.
The role combines technical knowledge, leadership, process optimization, and business partnership.
You will have the opportunity to make a meaningful impact by improving the systems and services that enable teams to work effectively.
Accountabilities
- Lead, mentor, and support the development of Support Desk team members, team leads, and support engineers.
- Drive the implementation and continuous improvement of IT Service Management (ITSM) processes, ensuring alignment with organizational goals.
- Manage service delivery performance through SLAs, KPIs, operational metrics, and continuous improvement initiatives.
- Act as a primary escalation point for complex service issues, ensuring timely resolution and effective communication.
- Partner with technical teams, business stakeholders, and external service providers to improve service reliability and user satisfaction.
- Communicate service performance, risks, priorities, and improvement opportunities to relevant stakeholders.
- Support workforce planning, capacity management, and demand forecasting for support operations.
- Identify root causes of recurring issues and lead problem management initiatives to deliver permanent solutions.
- Support change management activities and ensure operational readiness for new services and improvements.
- Promote a culture of operational excellence, collaboration, and customer-focused service delivery.
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
- 10+ years of experience in IT support, service management, or related technology operations roles.
- 4+ years of experience in leadership, service delivery management, or team management positions.
- Proven experience leading Support Desk or Help Desk operations in a high-volume environment.
- Experience managing and supporting enterprise mobile devices and/or laptop environments.
- Strong understanding of IT service management principles, processes, and operational best practices.
- Ability to use data, metrics, and reporting to identify trends, justify decisions, and improve service performance.
- Strong communication skills with the ability to explain technical solutions and concepts to both technical and non-technical audiences.
- Experience influencing teams and driving results across groups that do not directly report to you.
- Strong problem-solving skills with the ability to manage complex incidents and drive long-term improvements.
- Ability to build effective relationships with internal stakeholders, technical teams, and external vendors.
- Remote opportunity available within the United States.
- Competitive base salary range of $140,000–$204,200 USD, plus bonus and comprehensive benefits.
- Opportunity to work on large-scale technology services that improve employee productivity and operational efficiency.
- Collaborative environment focused on innovation, service excellence, and continuous improvement.
- Access to professional growth opportunities within a technology-driven organization.
- Comprehensive healthcare benefits and employee support programs.
- Retirement savings benefits and additional financial wellness resources.
- Inclusive workplace culture focused on belonging, collaboration, and career development.
As a Senior Service Delivery Specialist, you will be responsible for improving IT service performance, supporting operational excellence, and ensuring reliable technology services for internal users and stakeholders.
Requirements
The ideal candidate is an experienced IT service delivery professional with strong leadership capabilities, technical understanding, and a proven ability to manage enterprise support environments.