IT Operations Service Delivery Manager

Description:

The IT Operations Service Delivery Manager is a strategic transformation leader responsible for evolving global IT service delivery and driving operational excellence across Service Desk, Identity & Access Management (IAM), Infrastructure Operations, and AIOps capabilities. This role will lead the shift from traditional reactive IT service management to a proactive, reliability-driven operating model by leveraging AI, automation, Site Reliability Engineering (SRE) practices, and ZeroOps principles. As a highly visible leader, you will be accountable for global service performance, reliability, and customer experience while championing innovation and organizational change.

What You’ll Be Doing.
 

• Lead the strategic roadmap toward a “Zero Service Desk” model through self-healing services, conversational AI, and automated self-service solutions.
• Drive organizational change management initiatives that advance adoption of SRE, AI-driven operations, and modern service delivery practices.
• Implement and scale Agentic AI and AIOps capabilities, including event correlation, anomaly detection, predictive incident prevention, and autonomous workflows.
• Identify opportunities to reduce operational toil, manual intervention, and risk through automation and data-driven decision making.
• Own the performance, reliability, availability, and customer experience of Global Service Desk, IAM, and Infrastructure Operations services.
• Lead the resolution of critical incidents, focusing on root cause elimination and long-term service improvements.
• Manage strategic vendors and managed service providers, ensuring accountability to service levels, operational performance, and continuous improvement objectives.
• Ensure adherence to security, audit, and compliance standards across identity, infrastructure, and operational services.
• Communicate service health, operational performance, transformation progress, and AI investment outcomes to senior leaders and business stakeholders.
• Serve as a trusted leader during high-severity incidents and provide clear executive-level communication regarding operational health and strategic priorities.
   

What You’ll Need To Be Successful.
 

• 10+ years of experience in IT Operations, Service Delivery, Infrastructure Services, or a related discipline.