Note: The job is a remote job and is open to candidates in USA. Yochana is seeking an experienced ITSM Service Delivery Manager to lead the delivery and governance of an ITIL-based service management team for a large, ITAR-compliant global manufacturing client. The role focuses on operational excellence, stakeholder management, technical oversight, process maturity, service quality, customer satisfaction, continuous improvement, and team leadership across a complex infrastructure and application landscape.
Responsibilities
- The successful candidate will be responsible for driving process maturity, service quality, customer satisfaction, and continuous improvement while fostering a high-performing and collaborative team environment
Skills
- 15+ years of experience in IT Service Management with a proven track record of leading large-scale service delivery organizations
- Deep expertise in ITIL processes, service operations, and ITSM governance frameworks
- Demonstrated experience managing large customer engagements, executive stakeholders, and complex service delivery environments
- Strong leadership and people management capabilities with experience leading geographically distributed teams
- Proven ability to manage high-priority escalations, major incidents, and service recovery activities in mission-critical environments
- Strong business acumen with the ability to identify growth opportunities, drive service improvements, and contribute to accounting expansion
- Excellent communication, presentation, analytical, and stakeholder management skills
- Experience working in regulated environments with ITAR compliance considerations is highly desirable
- ITIL Foundation/Intermediate/Expert certification preferred; advanced ITSM or leadership certifications are an added advantage
Company Overview
Company H1B Sponsorship