IT Service Delivery Manager

PMA Companies - Blue Bell, PA

Full-time - Mid Level

Blue Bell, PA

Insurance Carriers and Related Activities

About the position

The IT Service Delivery Manager will oversee the daily operations of the PMA Service Desk, managing key ITSM processes to deliver efficient, high-quality service across the organization. This role involves leading the service desk team, optimizing customer support workflows, and ensuring service levels are met or exceeded, with a focus on continuous improvement of Service Desk support.

Responsibilities

• Lead, mentor, and develop the Service Desk team, fostering a culture of excellence and continuous improvement.
• Develop, implement, and maintain ITSM processes such as incident management, problem management, request management, change management, and service level management.
• Oversee the logging, tracking, and resolution of service requests and incidents, ensuring tickets are resolved within agreed SLAs.
• Lead the resolution of major incidents and ensure they are resolved within agreed timelines.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Develop and refine service desk processes and procedures to improve efficiency.
• Monitor service desk metrics and KPIs to identify areas for improvement.
• Ensure that customers receive timely and effective support, handling escalated issues and complaints from users.
• Collaborate with other IT domains and departments to ensure that IT services meet organizational needs.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Strong understanding and experience with IT service management frameworks (e.g., ITIL).
• 7-10 years of experience in IT service delivery, technical support, or IT management roles.
• Hands-on experience managing ITSM processes such as incident, request, and problem management.
• Proficient with ITSM tools such as Ivanti, ServiceNow, Jira, or BMC Remedy.
• Demonstrated experience managing service-level agreements (SLAs) and key performance indicators (KPIs).
• Excellent problem-solving, conflict resolution, and decision-making abilities in fast-paced environments.
• Proven leadership experience with a track record of managing and mentoring technical teams.

Nice-to-haves

• Experience with vendor management and third-party service providers is a plus.