Service Delivery Manager

Now Hiring: Senior Manager, IT Service Delivery | Direct Hire

Location: Boston, MA | Hybrid – Monday through Thursday onsite, Friday remoteSalary: $150,000–$170,000 base + 10–15% bonusPosition OverviewWe are recruiting for a Senior Manager, IT Service Delivery to lead and improve IT service operations for a financial services organization.This is a strategic leadership position focused on building a structured, accountable service delivery function, optimizing ITSM processes, and developing a team that supports employees across multiple office locations.The role will oversee a team of six professionals across Boston, New York, and San Francisco, with responsibility for service performance, team development, process improvement, and ITSM platform optimization.Key ResponsibilitiesLead and develop a multi-location IT service delivery and end-user support team.

Evaluate and improve existing service desk operations, workflows, and processes. Own the ITSM platform strategy, including ticket management, reporting, automation, and service catalog optimization. Establish and monitor SLAs, KPIs, and service performance metrics. Build team accountability through coaching, delegation, performance management, and professional development. Implement standardized processes for incident management, escalations, onboarding, offboarding, and service requests. Identify opportunities to leverage AI and automation to improve service efficiency and the employee experience. Develop dashboards, documentation, and reporting to support continuous improvement. Partner with Infrastructure, Security Operations, and other IT teams to resolve complex service issues. Required Qualifications7+ years of progressive experience in IT service delivery, IT operations, ITSM, or end-user support. Experience managing and developing IT support teams across multiple locations. Demonstrated experience improving or transforming service desk operations. Expertise with enterprise ITSM platforms such as Freshservice, ServiceNow, or Jira Service Management. Experience establishing SLAs, KPIs, operational reporting, and performance standards. Background in process improvement, workflow automation, and service management best practices. Strong people management, coaching, and executive communication skills. Bachelor's degree or equivalent professional experience. Preferred ExperienceITIL 4 certification. Hands-on Freshservice administration or platform optimization. Experience in financial services, private equity, or a high-touch professional services environment. Experience implementing AI-enabled service management and automation capabilities. Additional DetailsThis position requires four days onsite in Boston, with occasional travel to New York and San Francisco.This is a service delivery leadership and transformation role, not a traditional hands-on technical support position. We are looking for someone who has experience building or restructuring service desk teams, improving ITSM processes, establishing accountability, and developing measurable service standards.