IT Operations & Service Delivery Manager

What You Will Do and Learn

As the IT Operations & Service Delivery Manager, you will be responsible for leading and managing Service Desk operations, End User Services, Asset Management, Infrastructure Operations coordination, vendor relationships, and enterprise service delivery. You will play a critical role in ensuring a consistent, scalable, and high-quality technology experience for employees globally.

This role requires a strong operational leader who can manage day-to-day support activities while driving process improvement, automation, service excellence, and vendor accountability. The position will also serve as the operational owner of Jira Service Management and support key initiatives related to employee lifecycle management, asset lifecycle management, and IT service modernization.

The role supports a global workforce and requires regular overlap with US Central Time business hours, with availability until at least 1:00 PM CT.

Ideal candidates will be able to:

Service Desk & End User Services Management:

• Oversee the operations of the IT Service Desk, ensuring efficient and effective support services are provided to end users globally.
• Manage Service Desk personnel, including recruitment, training, performance evaluation, coaching, and professional development.
• Develop and maintain service desk processes, procedures, workflows, and operational standards.
• Implement and enforce service management best practices to maintain a high level of customer satisfaction.
• Monitor Service Desk performance metrics, KPIs, SLAs, ticket trends, and service quality.
• Lead continuous improvement initiatives to improve efficiency, productivity, and user experience.
• Act as the primary escalation point for complex operational issues and service interruptions.

IT Operations & Technical Leadership

• Provide leadership and oversight for day-to-day IT Operations activities.
• Coordinate support activities across Service Desk, Infrastructure, Security, and Enterprise Applications teams.
• Provide guidance and mentorship to support analysts and operational staff.
• Assist with escalation management and complex troubleshooting activities when required.
• Support implementation and adoption of new technologies, tools, and operational processes.
• Partner with Enterprise Architecture and Infrastructure teams to ensure operational readiness and service continuity.

Infrastructure, Cloud Operations & Vendor Management

• Coordinate operational support activities related to cloud infrastructure, endpoint management, and enterprise platforms.
• Manage relationships with managed service providers (MSPs), technology vendors, and support partners.
• Conduct operational reviews with vendors and monitor SLA performance.
• Ensure vendors meet contractual obligations and service expectations.
• Coordinate escalations and service improvement initiatives with external partners.
• Support operational governance of cloud services and enterprise technology platforms.

Asset Lifecycle Management

• Own the lifecycle management of employee technology assets.
• Maintain governance over inventory, procurement coordination, deployment, recovery, and disposal processes.
• Coordinate onboarding and offboarding hardware logistics globally.
• Ensure accurate asset tracking, reporting, and lifecycle management.
• Drive improvements to hardware provisioning, recovery, and inventory management processes.

Employee Lifecycle & IT Operations Support

• Provide end to end operational support for employee onboarding, offboarding, and employee transitions.
• Coordinate user account management, access requests, hardware provisioning, and technology readiness.
• Partner with HR, Security, and Infrastructure teams to ensure smooth employee lifecycle processes.
• Maintain documentation, operational procedures, and knowledge articles.
• Support automation initiatives related to employee lifecycle management and access management processes.

Jira & IT Service Management Ownership

• Serve as the operational owner for Jira and Jira Service Management platforms.
• Maintain governance standards, workflows, permissions, reporting, and service management processes.
• Partner with business stakeholders to support platform adoption and continuous improvement.
• Coordinate Jira enhancements and support activities with implementation partners and vendors.
• Ensure Jira and ITSM platforms support organizational standards and operational objectives.

Security & Compliance Support

• Support IT operational compliance and security initiatives.
• Coordinate with Security teams during investigations, incidents, and remediation activities.
• Ensure operational processes align with company security policies and standards.
• Fulfill responsibilities defined by the organization's Information Security Management System (ISMS).
• Assist with audits, access reviews, and compliance reporting as required.

Performance Management & Reporting

• Create, maintain, monitor, and report on Service Desk and IT Operations KPIs and SLAs.
• Conduct regular team meetings, performance reviews, and operational reviews.
• Analyze trends and identify opportunities for automation, optimization, and service improvement.
• Present operational performance, risks, and recommendations to leadership.
• Act as an ambassador for IT initiatives and build strong cross-functional relationships across the organization.

Qualifications:

• BA/BS (or equivalent experience) in Computer Science, Information Systems, Cybersecurity, Business Technology, or a related field.
• 8+years of experience in IT Operations, Service Delivery, Service Desk Management, Infrastructure Operations, or End User Services.
• Experience managing MSPs, vendors, and external technology partners.
• Strong experience with Microsoft 365, Microsoft Entra ID (Azure AD), Intune, and endpoint management.
• Experience with Jira and Jira Service Management administration and governance.
• Strong understanding of IT service management principles and operational best practices.
• Experience supporting cloud-based environments and enterprise SaaS platforms.
• Comfortable working in a fast-paced international environment.
• Highly organized, detail-oriented, flexible, and capable of managing multiple priorities simultaneously.
• Strong communication, stakeholder management, and leadership skills.
• Ability to influence, drive change, and champion new initiatives across the organization.
• In-depth practical knowledge of troubleshooting and administration of commonly used applications.
• Experience with employee lifecycle automation and identity management processes.
• Experience driving automation and operational transformation initiatives.
• Experience supporting globally distributed workforces.
• Ability to work overlapping hours with US Central Time teams, including availability through approximately 1:00 PM CT as part of regular working hours.

Strong verbal and written English communication skills required. Ability to work directly with US-based business and technology stakeholder