IT Service Delivery Manager

Lexington, MA

Job Type: Direct Hire | Recruiter: Denise Reha | Phone: 6173374251

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Job Title: IT Service Delivery Manager

Location: Lexington, MA

Duration: Direct Hire

*Applicants must meet the eligibility requirements to obtain a Security Clearance for access to classified information. An Active Secret Clearance without incident is desired.

POST-OFFER BACKGROUND CHECK IS REQUIRED. An essential function of this job is physical attendance. Digital Prospectors is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


Our Client Services Team is the Laboratory’s primary point of contact for enterprise IT services and support. This team consists of ISD Service Desks in two locations; a Contact Center; and SAP Support, Field Services, and Hardware Repair Groups. The Audiovisual Services Group provides support for events, conferences, and video teleconferences, video recording and streaming, conference room installation services, and maintenance of the audiovisual infrastructure.

Job Description

The Client Services Department supports over 50,000 tickets annually, and is the gateway for Tier 1 and Tier 2 enterprise IT and support services for the Laboratory. The IT Service Delivery Manager plays a pivotal role in maintaining customer satisfaction and loyalty by acting as the client advocate on operational and service management matters. The IT Service Delivery Manager is involved in day-to-day operational service and resource management activities of multiple IT Service Center locations, diverse staff (e.g. contractors, outsourced and union) as well as the on-going improvements to our ITSM platform. This team member’s primary responsibilities include positively impacting production services by managing and continuously improving service management team and Client Services support staff.

Key characteristics of the Service Delivery Manager are the ability to lead a diverse team to ensure the health of and delivery of services offered by leading quality assurance, consistency, and continuous improvement. Activities will include management and operations teams responsible for Tier 1 and Tier 2 support, change, incident, knowledge and resource management processes; development of other ITSM processes and best practices.


Vendor Management:

    Manage daily operations including remote vendor governance in providing Tier I and onsite Tier 2 support for the enterprise; ensure tiers are completing support tickets in a timely, thorough, and professional manner.

    Manage vendors in ongoing service engagements, staffing levels, discussion on service levels, incident follow ups, new opportunities and initiatives.

    Monitoring, developing operational dashboards, and reports to ensure that KPI and SLA targets and client expectations for quality, timeliness, process efficiency, and accuracy are all exceeded.


IT Service Management (ITSM)

    Collaborate with other groups and direct reports to resolve service interruptions, incidents, problems, change management, request fulfillment, and other areas of service design, transition, operations, and improvement.

    Lead teams that manage Incident, Request, Problem, Knowledge, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

    Interacting directly with stakeholders to address and resolve escalated issues from the service delivery teams and other groups.

    Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages. Communicate maintenance schedules, operational issues and impacts to IT management and business users.

    Develop, implement and continually refine and improve incident and problem management procedures and documentation to align Service Delivery operations with ITIL best practices and addressing triage/analysis, response, resolution, escalation and communication.


Customer Service and Team Building

    Provides operational and strategic leadership to others within Client Services

    Takes independent action by actively seeking information to understand customer circumstances, problems, expectations, and needs. Initiates action to correct problems or notifies the Department Manager of issues as appropriate.

    Representing and advocating for the customer interests by remaining aware and knowledgeable of any significant issues or requests. Ensure that service delivery and customer satisfaction exceed service level expectations.

    Manage expectations by assessing customer feedback, communicating progress, conducting research, and assisting to improve IT procedures.

    Partner with the ServiceNow Tools, Development, and ESM Governance to enable process automation, optimization, and adoption of future releases.

    Support and oversee the Service Catalog, guide process documentation, and execution for service delivery.

    Capable of resolving service management and procedurally related conflicts, identifying alternatives, and providing solutions.


Organization Effectiveness / People

    Responsible for assessing and recommending improvements to the organization structure, roles, and responsibilities.

    Responsible for coaching, counseling, assisting employees to develop individual career development and training plans.

    Prepare and deliver quality executive presentations.

    Negotiate, facilitate, and build consensus.

    Provide leadership, operational management, direction, and ongoing feedback for the IT Service Management team

    Demonstrates the desire to continue ITSM and ServiceNow education efforts through attending conferences, seminars, training classes, networking, etc.

    Supports team by initiating additional training and implementing programs to meet company objectives, as applicable

    Propose operating policies and procedures (or updates to existing) that affect the work of employees on the team which the manager leads.



    Recommends strategy, goals, and action plans for own function or organization and integrates plans with other work groups or organizations, and ensures upward and downward alignment of goals and plans—typically up to a one-year horizon.

    Sets priorities and objectives within the strategic plan.

    Identifies resource and staffing requirements to achieve objectives.

    Provides direction and guidance to subordinates based on general policies, department goals and management guidance.

    Has full management responsibility over staff including salary actions, performance appraisals, etc.



    Minimum 7 years of experience in IT technical environment

    Minimum 5 years of experience managing vendors and resources

    Minimum 5 years of experience as a Service Deliver Manager managing KPI, OLA and SLAs

    Minimum 3 years of experience with ITSM tool such as ServiceNow

    Minimum 3 years of experience and knowledge in training support staff and managers in customer expectation, customer service, and effective technical support

    Experience implementing processes aligned with ITILv3 required; ITILv4 is a plus

    Some previous lead or managerial experience.

    Ability to received assignment in objective oriented terms. Assignments and work are reviewed and evaluated in terms of meeting the organization’s objectives and schedules.



Bachelor's degree and 10+ years of experience or equivalent combination of education and experience.


Our client, one of the most prestigious Research and Development Labs in the country, is working on solutions to our nation's most complex defense and commercial related challenges. We have placed hundreds of talented engineers with this client over the years - If you are qualified - we can get you in!!!

The mission is critical and the work is as cutting-edge as it is rewarding. The teams are superbly managed groups of world class engineers from all types of interesting and diverse backgrounds - AND THEY ARE HIRING! 

Make this your next career move as one of our many long-term contractors or employees!

Work as our full-time employee with full benefits (Medical, Dental, Vision, STD, LTD, PTO, Retirement, etc.)  - OR - work as a W2 hourly contractor at a higher pay rate if you don't need the benefit package.


Founded in 1999, Digital Prospectors is an award-winning recruiting and consulting firm that specializes in placing contract, contract-to-hire and direct hire engineers into rewarding opportunities with our impressive and ever-growing client base. We believe that all people should love their jobs.

Come see why Digital Prospectors has been voted “Best Staffing Firm to Temp For” by Staffing Industry Analysts, "Best of Staffing" for candidate satisfaction by Inavero /, "Top Temporary Placement Firm" by Boston Business Journal, "Best Company To Work For" by Business NH magazine, "Excellence in IT and Engineering Staffing” by TechServe Alliance, "Top IT Services Company" by Inc. Magazine, "Most Reliable Staffing Agency" in Forbes Magazine and "Top Ranked Staffing Firm" by Staffing Industry Analysts.

Phone: 603-772-2700

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