Job Description

IT Service Delivery Manager

Location: Onsite in Newport Beach, CA

Schedule: Monday through Friday, normal business hours

Salary: Up to $150,000 per year, plus full benefits

Role Overview

IT Service Delivery Manager is responsible for the successful delivery of IT services to assigned clients, ensuring operational excellence, service quality, client satisfaction, and continuous improvement. This role provides leadership to service delivery teams, manages day-to-day operations and escalations, and serves as a key point of contact for clients and internal stakeholders.

Key Responsibilities

Service Delivery & Operations

• Oversee daily service delivery operations, including L1/L2 engineering teams, ticket queues, workload distribution, and resource allocation.
• Monitor service performance against established SLAs and operational KPIs, including MTTR, FCR, AHT, backlog, ticket quality, and CSAT.
• Ensure client service obligations and operational commitments are consistently met.
• Manage shift coverage, team capacity, and workload balancing to maintain appropriate service levels.

Client & Stakeholder Management

• Serve as a primary point of contact for service-related client stakeholders, building strong relationships and maintaining a high level of client intimacy.
• Lead the preparation and delivery of service reviews, governance meetings, operational reviews, and stakeholder cadence calls.
• Understand client needs, priorities, and business objectives and translate them into service delivery priorities.

Incident, Escalation & Risk Management

• Act as an escalation point for high-priority incidents, major incidents, service concerns, and complex client issues.
• Determine when issues require additional escalation and coordinate the appropriate technical and leadership resources.
• Manage client delivery risks through identification, mitigation, avoidance, and appropriate escalation.

Performance & Continuous Improvement

• Analyze service performance, operational metrics, ticket trends, and client feedback to identify opportunities for improvement.
• Develop and present weekly and monthly operational reports, service reviews, and client dashboards.
• Drive continual service improvement initiatives designed to improve quality, efficiency, client satisfaction, and operational performance.
• Identify opportunities for process optimization, standardization, and automation.
• Partner with technical and operational teams to implement service improvements and measure results.

Financial & Contract Management

• Monitor account financial performance and identify risks or opportunities that may impact service delivery.
• Provide leadership and direction around financial or operational improvement opportunities.

Team Leadership & Development

• Provide day-to-day leadership and direction to service delivery and technical team members.
• Lead team meetings, training sessions, knowledge-sharing activities, and operational reviews.
• Coach, train, and mentor teammates to strengthen technical and professional capabilities.
• Promote teammate engagement, career development, collaboration, and accountability.
• Foster a culture of client service, continuous improvement, ownership, and operational excellence.

Core Competencies

• IT Service Management / ITIL
• Service Delivery Management
• SLA & KPI Management
• Incident & Escalation Management
• Client Relationship Management
• Continual Service Improvement
• Operational Reporting & Analytics

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

Posting Notes: Newport Beach || California (US-CA) || United States (US) || IT Infrastructure & Support || None || US - San Diego, CA ||

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