it service delivery manager

International Turnkey Systems - ITS

<div>
 <p>
  We are looking for a Service Delivery Manager to join our team. The ideal candidate will Own end-to-end service governance for the onsite operations service, ensuring service setup, shift coverage, SLA performance, reporting, and effective escalation management.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities (Service Governance &amp; Management)
  </strong>
 </p>
 <ul>
  <li>
   Manage service setup, governance, reporting, and escalation management for the operations service.
  </li>
  <li>
   Ensure adequate staffing and scheduling (baseline: 5 onsite shift resources) and continuity of 24&times;7/weekend coverage as per service window.
  </li>
  <li>
   Define/maintain operational cadence: daily/weekly service status, incident trends, and improvement actions.
  </li>
  <li>
   Oversee adherence to agreed runbooks/SOPs and ensure that all actions are documented in the agreed tool/logbook.
  </li>
  <li>
   Act as the primary escalation point for operational issues; coordinate with teams/vendors per escalation matrix until closure.
  </li>
  <li>
   Track service performance against agreed SLAs/KPIs and drive corrective/preventive actions when performance risks are identified.
  </li>
  <li>
   Lead/coordinate service review meetings and maintain records, decisions, and action tracking.
  </li>
  <li>
   Support continuous improvement initiatives (process, tools, monitoring tuning, handover quality, knowledge base).
  </li>
  <li>
   Ensure smooth shift handover governance (checklists, open incidents, alarms, planned tasks) and resolve recurring handover gaps.
  </li>
 </ul>
 <p>
  <strong>
   Required Skills &amp; Knowledge
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in IT/Engineering or equivalent experience.
  </li>
  <li>
   3 - 5 years of proven experience in IT service delivery / managed services operations leadership.
  </li>
  <li>
   Strong knowledge of ITIL practices (incident management, escalation, reporting, continual improvement).
  </li>
  <li>
   Ability to manage distributed stakeholders (onsite operators, remote support teams, helpdesk/NOC, vendors).
  </li>
  <li>
   Experience with service reporting and governance forums (service reviews, action tracking, escalation handling).
  </li>
  <li>
   Excellent communication, stakeholder management, and problem-solving skills.
  </li>
  <li>
   ITIL Foundation (mandatory or strongly preferred); additional ITSM/Service Management certifications are a plus.
  </li>
 </ul>
 <p>
  <strong>
   Performance Measures
  </strong>
 </p>
 <ul>
  <li>
   SLA/KPI achievement and trend improvement.
  </li>
  <li>
   Timeliness and quality of service reports and action follow-up closure rate.
  </li>
  <li>
   Effectiveness of escalation management and stakeholder satisfaction.
  </li>
  <li>
   Operational stability (reduced false alerts, improved incident recurrence through improvements).
  </li>
 </ul>
 <p>
 </p>
</div>


Service Delivery Manager

Acuative Middle East

<div>
 <p>
  <strong>
   Job Title: Service Delivery Manager (Cybersecurity)
  </strong>
 </p>
 <p>
  <strong>
   Role Overview
  </strong>
 </p>
 <p>
  Manage the delivery of cybersecurity services, ensuring SLA compliance, customer satisfaction, and smooth coordination between customers and technical teams.
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Ensure services are delivered as per SLAs and KPIs
  </li>
  <li>
   Act as main customer point of contact
  </li>
  <li>
   Manage incidents, escalations, and service performance
  </li>
  <li>
   Conduct service review meetings and reporting
  </li>
  <li>
   Coordinate with SOC and security teams
  </li>
  <li>
   Drive continuous service improvement
  </li>
 </ul>
 <p>
  <strong>
   Requirements
  </strong>
 </p>
 <p>
  🎓
  <strong>
   Education
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s in Cybersecurity, IT, or related field
  </li>
 </ul>
 <p>
  🏆
  <strong>
   Certifications
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Service Delivery / ITSM certification (required):
   </strong>
   ITIL / SIAM / ISO 20000
  </li>
  <li>
   <strong>
    Security certification (preferred):
   </strong>
   CISSP, CISM, CCNP Security
  </li>
 </ul>
 <p>
  🧠
  <strong>
   Experience
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    10+ years
   </strong>
   in service delivery / IT operations
  </li>
  <li>
   Experience in
   <strong>
    cybersecurity environments (SOC / MSSP)
   </strong>
  </li>
  <li>
   Strong experience with SLAs, escalations, and reporting
  </li>
 </ul>
 <p>
  <strong>
   Skills
  </strong>
 </p>
 <ul>
  <li>
   ITSM and SLA/KPI management
  </li>
  <li>
   Understanding of cybersecurity (SOC, EDR/XDR, threats)
  </li>
  <li>
   Strong communication and stakeholder management
  </li>
 </ul>
 <p>
  <strong>
   Nice to Have
  </strong>
 </p>
 <ul>
  <li>
   PMP / Prince2
  </li>
  <li>
   Experience in managed services
  </li>
 </ul>
 <p>
 </p>
</div>


Senior Service Delivery Manager

Resorts Casino Hotel

<div>Overview:
<div>
The Director of IT Operations is responsible for the leadership, delivery, and continuous improvement of all operational and endpoint technologies across the casino, hotel, and hospitality environment. This role ensures the reliability, security, and performance of business-critical systems that directly support gaming operations, revenue generation, regulatory compliance, and guest experience.</div><div></div><div><br>
This position focuses on <b>device-centric, operational, and business-facing technologies</b> and operates in close partnership with Infrastructure, Security, and Development teams. The Director leads ITIL-aligned service management, oversees day-to-day operations, and drives strategic initiatives to modernize and optimize IT service delivery.</div>
Responsibilities:
<ul><li><b>IT Operations Leadership &amp; Service Management</b></li></ul><ul><li>
Lead and mature ITIL-based service management practices (Incident, Problem, Change, Request, Asset).</li><li>
Define, monitor, and report on SLAs, KPIs, and operational performance metrics.</li><li>
Serve as <b>Major Incident Manager</b> for high-impact outages affecting gaming and guest services.</li><li>
Support the IT Manager and staff overseeing the Help Desk</li><li>
Establish and maintain a service catalog and continuous service improvement program.</li><li><b>
Casino &amp; Hospitality Technology Operations</b></li></ul><ul><li>
Oversee all operational device centric technologies including:</li><li><ul><li>
Slot Systems</li><li>
Kiosks</li><li>
POS systems (food &amp; beverage, retail, mobile ordering)</li><li>
Hotel and guest service technologies</li><li>
Telephony, radios, and communication platforms</li></ul></li><li><b>
Strategy, Planning &amp; Governance</b></li></ul><ul><li>
Develop short- and long-term strategic roadmaps for IT Operations technologies.</li><li>
Define and enforce IT policies, procedures, and standard operating practices.</li><li>
Align operations with cybersecurity frameworks and regulatory requirements.</li><li>
Support governance initiatives including audits, compliance validation, and risk mitigation.</li><li><b>
Team Leadership &amp; Development</b></li></ul><ul><li>
Lead, mentor, and develop IT Operations staff.</li><li>
Hands-on technical staff member leading technical operations and seen as a &ldquo;doer&rdquo;.</li><li>
Hands-on leader when needed to assist with technical problem-solving.</li><li>
Drive a culture of accountability, service excellence, and continuous improvement.</li><li>
Establish training programs and career development pathways.</li><li>
Maintain high-performance standards in a 24/7 operational environment.</li></ul>
Qualifications:
<div><b>
Education &amp; Experience</b></div><ul><li>
Bachelor&rsquo;s degree in computer science, Information Systems, or related field (or equivalent experience).</li><li>
10&ndash;15+ years of IT experience, preferably within casino or hospitality environments.</li><li>
5+ years of leadership experience in gaming or hospitality IT operations.</li></ul><div><b>
Industry Knowledge</b></div><ul><li>
Deep understanding of those device systems:</li><li><ul><li>
Casino gaming systems and slot technologies including self-service kiosks</li><li>
Hospitality and POS platforms &ndash; hands on knowledge of InfoGenesis required</li></ul></li><li>
Familiarity with NJ DGE regulatory requirements is strongly preferred.</li></ul><div><b>
Technical Expertise</b></div><ul><li>
Required experience with:</li><li><ul><li>
Data Center management</li><li>
AD, Azure and end user provisioning with automation experience</li><li>
IBM i (AS/400) environments</li><li>
Windows endpoint management</li><li>
ITSM platforms (e.g., SolarWinds, ManageEngine)</li></ul></li><li>
Strong working knowledge of cybersecurity practices and implementations.</li><li>
Hands-on leadership style with the ability to support system upgrades, deployments, and issue resolution.</li></ul><div><b>
Leadership &amp; Professional Skills</b></div><ul><li>
Strong leadership, communication, and stakeholder management skills.</li><li>
Proven ability to operate in a high-pressure, 24/7 environment.</li><li>
Strong business acumen with financial and operational accountability.</li><li>
Ability to execute with minimal direction and drive initiatives forward.</li></ul></div>

Director of IT Operations

University of Virginia

<div></div><div><div><div><div>Location</div>
 <div></div>Charlottesville, Virginia, United States of America
 </div></div><div></div><div><div>The Rector &amp; Visitors of the University of Virginia
</div></div><div><div><div>Job Id</div>
 <div></div>R0082358</div></div></div>
<br><p></p><div><p><b>Department Overview</b></p><p>
The Information Technology department supports enterprise infrastructure, network operations, and service delivery across the organization. The team is focused on delivering reliable, scalable, and secure technology solutions that enable business continuity and operational excellence.</p><div></div><p><b>
Position Summary</b></p><p>
We are seeking a driven and experienced IT Operations Manager to lead technology infrastructure and service delivery functions. This role owns end-to-end operational accountability across network availability, incident management, and service continuity.</p><p>
The IT Operations Manager will partner closely with Network Engineering and customer experience stakeholders to align IT operations with organizational objectives while building a culture of reliability, continuous improvement, and service excellence.</p><div></div><p><b>
Responsibilities</b></p><p><b>
Network Availability &amp; Infrastructure</b></p><ul><li>
Maintain accountability for network uptime, performance, and resilience across enterprise environments, targeting 99.9%+ availability SLAs</li><li>
Oversee port activation, configuration, and lifecycle management across network switches, routers, and access points</li><li>
Manage and maintain accurate inventory of network infrastructure assets including hardware, firmware, and topology documentation</li><li>
Coordinate with network engineers on capacity planning, redundancy, and failover strategies</li></ul><p><b>
Incident &amp; Problem Management</b></p><ul><li>
Lead the full incident management lifecycle from detection through resolution and post-incident review</li><li>
Chair problem management reviews to identify root causes and drive permanent remediation</li><li>
Establish escalation paths, on-call rotations, and communication protocols for P1/P2 incidents</li><li>
Conduct blameless post-mortems and translate findings into process and runbook improvements</li></ul><p><b>
Service Availability &amp; KPI Development</b></p><ul><li>
Design and operationalize KPI frameworks including uptime, MTTR, MTBF, change success rate, and customer satisfaction</li><li>
Deploy monitoring dashboards and reporting cadences for technical and executive stakeholders</li><li>
Drive continuous improvement initiatives using KPI trends and industry benchmarks</li><li>
Partner with application owners and business leaders to define SLAs and OLAs</li></ul><p><b>
Team Leadership &amp; Vendor Management</b></p><ul><li>
Lead, mentor, and develop systems and network engineering staff</li><li>
Set performance expectations and support career development</li><li>
Manage vendor, ISP, and managed service provider relationships and ensure accountability to SLAs</li><li>
Serve as escalation point for IT Service Desk and field support teams</li></ul><div></div><p><b>
Minimum Qualifications</b></p><p><b>
Education:</b></p><ul><li>
Bachelor&rsquo;s degree in Computer Science, Information Systems, or related field (or equivalent experience)</li></ul><p><b>
Experience:</b></p><ul><li>
7+ years of IT operations experience</li><li>
3+ years of leadership experience</li><li>
Hands-on experience with enterprise networking (LAN/WAN, switching, routing, firewall)</li><li>
Strong knowledge of ITIL processes including incident, problem, change, and asset management</li><li>
Experience defining and reporting on IT service KPIs and SLAs</li><li>
Experience with monitoring tools such as SolarWinds, Datadog, Nagios, or similar</li></ul><p><b>
Licensure/Certifications:</b></p><ul><li>
None required</li></ul><div></div><p><b>
Preferred Qualifications</b></p><p><b>
Education:</b></p><ul><li>
Advanced degree in a related field</li></ul><p><b>
Experience:</b></p><ul><li>
Experience with cloud platforms (AWS, Azure, GCP) and hybrid environments</li><li>
Experience with ITSM platforms such as ServiceNow or Jira Service Management</li></ul><p><b>
Licensure/Certifications:</b></p><ul><li>
ITIL v4 Foundation or higher</li><li>
CCNA, CompTIA Network+, or equivalent</li></ul><div></div><p><b>
Physical Demands</b></p><p>
This position primarily involves sedentary work. Occasional standing, walking, and lifting of light objects may be required.</p><div></div><p><b>
Salary Range</b></p><p><b>
130-135k based on experience</b></p><div></div><p><b>
Position Type &amp; Work Location</b></p><ul><li>
Full-time, benefited position</li><li>
On-site / Hybrid work arrangement</li><li>
Travel up to 5%</li></ul><div></div><p><b>
Additional Benefits</b></p><ul><li>
Comprehensive health, dental, and vision insurance</li><li>
Retirement plan with employer match up to 5%</li><li>
Flexible hybrid work options</li><li>
Annual professional development and certification budget</li><li>
Generous PTO and paid holidays</li><li>
Company-provided equipment and home office stipend</li></ul><div></div><p><b>
About UVA and the Community</b></p><p>
The University of Virginia is located in Charlottesville, a vibrant community offering a high quality of life with access to outdoor recreation, cultural experiences, and a thriving food and arts scene. UVA is consistently ranked among the top public universities and is committed to fostering a collaborative and inclusive environment.</p><div></div><p><b>
How to Apply</b></p><p>
Please apply online through <b>Online</b> and search for<b> R0082358</b>. Complete the application and upload the following <b>required</b> materials:</p><p><i>
Internal applicants may search and apply for jobs on the </i><i>UVA Internal Careers website</i><i>.</i></p><ul><li><p>
Cover letter</p></li><li><p>
Resume</p></li></ul><div></div><p><b>
Reference Check Process</b></p><p>
Reference checks will be completed via SkillSurvey. Five references will be requested, with a minimum of three responses required.</p><div></div><p><b>
Contact</b></p><p>
For questions about this position, please contact the recruiter Bill Crane at Xer5ff@virginia.edu</p><p></p><p><i>
The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about </i><i>UVA&rsquo;s commitment to non-discrimination and equal opportunity employment</i><i>.</i></p></div>
<br><div><div><div><div><p><b>Company</b></p>
The Rector &amp; Visitors of the University of Virginia
</div></div></div><div><div><div><p><b>Hiring Type</b></p>
Full time</div></div></div></div>

IT Operations Manager

Deutsche Bahn

<div>
 Railways for the world of tomorrow.
 <br/>
 <br/>
 Deliver Egypt&rsquo;s first High Speed Rail Service with DBEE. DBEE is a joint venture between DB International Operations and Elsewedy Electric. DB International Operations provides rail operations and maintenance worldwide; Elsewedy Electric, global energy and infrastructure solutions provider. Together, we combine strong local capabilities with proven global railway expertise to enable efficient, safe and sustainable passenger and freight mobility on Egypt&rsquo;s first High Speed Rail network. We are looking for transport and mobility professionals with substantial experience in railway operations and projects in Egypt or worldwide. Join us to deliver this landmark project in Cairo.
 <br/>
 <br/>
 Reporting to the Head of IT, the Manager IT is responsible for building, running, and continuously improving the IT operations pillar of a greenfield high-speed railway organization in Egypt. This is a foundational role where you will shape how IT operations is structured and run, with full ownership over infrastructure, platforms, networks, and service delivery. The role is focused on operational excellence and execution, turning agreed standards and architectural direction into reliable, secure, day-to-day IT operations. You are successful when IT services are stable and secure, the team operates with clarity and ownership, and cybersecurity standards are embedded into how the organization works from day one. You will set the IT security standards for the department, define how they are implemented, and ensure they are upheld as the organization grows.
 <br/>
 <br/>
 <strong>
  Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Build the IT operations function from the ground up, establishing processes, tooling, service standards, and team structures in a fast-growing greenfield environment.
  </li>
  <li>
   Ensure reliable and secure operation of all core IT platforms including identity, collaboration, endpoint, cloud, and network services, with clear service levels and continuity plans in place.
  </li>
  <li>
   Set and own the organization's IT cybersecurity posture, defining and enforcing security policies, hardening standards, and patching compliance across all IT domains.
  </li>
  <li>
   Lead IT security incident response from detection through containment and resolution, ensuring findings feed back into prevention and stronger standards.
  </li>
  <li>
   Oversee IT service delivery and the Service Desk function, ensuring end users are well supported and ITIL processes are fit for purpose as the organization scales.
  </li>
  <li>
   Maintain a secure and well-performing network and infrastructure environment, balancing accessibility with strong access controls and proactive monitoring.
  </li>
  <li>
   Recruit, develop, and grow a multidisciplinary IT operations team, building capability and ownership at every level as headcount increases across hiring waves.
  </li>
  <li>
   Manage vendor relationships and contracts for managed services, software, and licensing, keeping delivery and spend accountable.
  </li>
  <li>
   Ensure governance practices are upheld across IT operations including access reviews, change management, and audit readiness.
  </li>
  <li>
   Track and report on operational and security KPIs, using data to communicate risk and performance clearly to the Head of IT and broader stakeholders.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in IT, Computer Science, or a related field; a focus on cybersecurity or infrastructure is a plus.
  </li>
  <li>
   4-6 years of experience in IT operations or infrastructure, with exposure to cybersecurity responsibilities and readiness to take on team leadership.
  </li>
  <li>
   Proven ability to build and structure IT operations in a scaling or greenfield environment, comfortable with ambiguity and able to establish order without everything being defined upfront.
  </li>
  <li>
   Hands-on experience with Microsoft 365, Azure AD/Entra, Intune/MDM, and Windows client/server environments.
  </li>
  <li>
   Solid networking fundamentals with the confidence to make decisions on routing, firewalls, VPN, and access controls.
  </li>
  <li>
   Practical cybersecurity skills across hardening, patch and vulnerability management, endpoint protection, and access control, with the confidence to set standards others will follow.
  </li>
  <li>
   A security-by-default mindset, embedding security into how things are built and run from the start.
  </li>
  <li>
   People-oriented and a natural coach, creating clarity, delegating well, and investing in the growth of those around you.
  </li>
  <li>
   Relevant certifications are a plus, particularly ITIL 4 Foundation, ISO/IEC 27001, CompTIA Security+, and Microsoft AZ-104 or CCNA.
  </li>
  <li>
   Arabic required; strong professional English essential.
  </li>
 </ul>
</div>


Manager IT (f/m/d)

New York Life

<div><div><div><p>Job Description</p></div></div><div><div><div><h4 class="jobSectionHeader"><b>
Requisition ID</b></h4><div>
93622</div></div><div><h4 class="jobSectionHeader"><b>
Department</b></h4><div>
Tech Data AI Ventures</div></div><div><h4 class="jobSectionHeader"><b>
Job Function</b></h4><div>
Tech Data AI Ventures</div></div><div><h4 class="jobSectionHeader"><b>
Location</b></h4><div>
New York,New York,United States</div></div><div><h4 class="jobSectionHeader"><b>
Role Location Designation</b></h4><div>
Hybrid - 3 days per week</div></div></div></div><p></p><div><div><div><div><div>
Job Requisition ID: 93622</div><p><b>
Location Designation:</b> Hybrid - 3 days per week</p><div></div><div><div><p><b><br>
Role Overview</b></p></div><div><p>
The Technology Program Manager &ndash; Digital Colleague Experience Engineering is a senior technical leadership role responsible for architecting, delivering, and continuously improving enterprise-scale DEX and EUC technology capabilities across New York Life.</p></div><div><p>
This role blends deep engineering expertise with disciplined program management, requiring a leader who can operate as both a hands-on technical strategist and an enterprise program driver. The individual will lead initiatives that modernize the colleague technology experience across endpoint platforms, collaboration environments, and enterprise service operations, leveraging advanced observability, automation, and service management frameworks.</p></div><div><p>
The ideal candidate will possess strong knowledge of EUC engineering, digital experience monitoring platforms, endpoint management ecosystems, and enterprise service delivery models, combined with the ability to drive large-scale cross-functional technology programs.</p></div><div><p>
This leader will partner with infrastructure, digital workplace, cloud, and service management teams to improve technology reliability, colleague productivity, and operational efficiency, while establishing measurable improvements in experience-level outcomes, incident reduction, and problem management maturity.</p></div><div><p><b>
What You&rsquo;ll Do:</b></p></div><div><p>
Digital Experience Engineering &amp; EUC Platform Strategy</p></div><div><ul><li><p>
Architect and drive enterprise-wide initiatives that improve the end-to-end digital colleague experience across endpoint platforms, applications, and collaboration services.</p></li></ul></div><div><ul><li><p>
Leverage DEX platforms such as Nexthink, ThousandEyes, and ZDX to provide visibility into colleague technology performance and experience.</p></li></ul></div><div><ul><li><p>
Develop and operationalize experience telemetry frameworks that correlate endpoint health, application performance, network conditions, and user sentiment.</p></li></ul></div><div><ul><li><p>
Partner with engineering teams to implement proactive experience monitoring, automated remediation, and predictive incident detection.</p></li></ul></div><div><ul><li><p>
Design scalable EUC architectures supporting modern workplace environments including device lifecycle management, secure endpoint provisioning, and hybrid work capabilities.</p></li></ul></div><div><ul><li><p>
Establish engineering standards for endpoint observability, performance baselining, and experience analytics.</p></li></ul></div><p></p><div><p><br>
Endpoint Management &amp; Platform Engineering</p></div><div><ul><li><p>
Provide technical and strategic leadership across enterprise endpoint management platforms including:</p></li></ul></div><div><ul><li><p>
Microsoft Intune</p></li></ul></div></div><div><div><ul><li><p>
Microsoft Endpoint Configuration Manager (MECM / SCCM)</p></li></ul></div><div><ul><li><p>
Mobile device management (MDM) and unified endpoint management (UEM) ecosystems</p></li></ul></div><div><ul><li><p>
Lead initiatives that improve critical colleague-facing operational activities such as device provisioning, issue remediation automation, and application deployment.</p></li></ul></div><div><ul><li><p>
Drive organizational approach to modern zero-touch provisioning, policy-driven configuration management, and automated device remediation capabilities.</p></li></ul></div><div><ul><li><p>
Partner with cybersecurity and architecture teams to ensure secure endpoint posture aligned with enterprise security frameworks.</p></li></ul></div><div><p>
Service Delivery, ITSM &amp; Operational Excellence</p></div><div><ul><li><p>
Partner with IT Operations and Service Delivery to lead the evolution of IT Service Management (ITSM) practices across ETS with a focus on experience-centric service delivery.</p></li></ul></div><div><ul><li><p>
Leverage ServiceNow and associated platform capabilities to improve:</p></li></ul></div><div><ul><li><p>
Incident management</p></li></ul></div><div><ul><li><p>
Problem management</p></li></ul></div><div><ul><li><p>
Knowledge management</p></li></ul></div><div><ul><li><p>
Service request automation</p></li></ul></div><div><ul><li><p>
Operational reporting and analytics</p></li></ul></div><div><ul><li><p>
Enforce structured problem management frameworks that identify systemic technology issues impacting colleague experience.</p></li></ul></div><div><ul><li><p>
Partner with operations and engineering teams to drive root cause elimination, permanent corrective actions, and service reliability improvements.</p></li></ul></div><div><ul><li><p>
Embed ITIL best practices into operational workflows and technology service models.</p></li></ul></div><div><p>
Problem Management &amp; Experience Reliability</p></div><div><ul><li><p>
Follow and enforce enterprise standards for proactive problem management tied directly to colleague experience outcomes.</p></li></ul></div><div><ul><li><p>
Implement data-driven approaches that combine DEX telemetry, service desk data, and operational metrics to identify systemic issues.</p></li></ul></div><div><ul><li><p>
Lead cross-domain remediation efforts spanning endpoint platforms, infrastructure, application services, and network services.</p></li></ul></div></div><div><div><ul><li><p>
Develop repeatable problem management playbooks, governance processes, and engineering escalation frameworks.</p></li></ul></div><div><p>
Workforce Utilization &amp; Operational Intelligence</p></div><div><ul><li><p>
Develop frameworks for measuring team utilization, operational workload distribution, and engineering capacity planning.</p></li></ul></div><div><ul><li><p>
Leverage service management and experience data to identify:</p></li></ul></div><div><ul><li><p>
Operational bottlenecks</p></li></ul></div><div><ul><li><p>
Service demand trends</p></li></ul></div><div><ul><li><p>
Workforce capacity gaps</p></li></ul></div><div><ul><li><p>
Implement reporting mechanisms that enable leadership to optimize staffing models, balance workloads, and improve service delivery efficiency.</p></li></ul></div><div><ul><li><p>
Provide data-driven insights that guide operational planning and service performance improvements.</p></li></ul></div><div><p>
Stakeholder &amp; Executive Engagement</p></div><div><ul><li><p>
Serve as the technical and operational leader for enterprise colleague experience initiatives within ETS.</p></li></ul></div><div><ul><li><p>
Translate complex engineering insights into executive-level narratives focused on productivity, reliability, and service outcomes.</p></li></ul></div><div><ul><li><p>
Partner with domain leaders across:</p></li></ul></div><div><ul><li><p>
Digital Workplace</p></li></ul></div><div><ul><li><p>
Infrastructure Engineering</p></li></ul></div><div><ul><li><p>
Cloud Platforms</p></li></ul></div><div><ul><li><p>
Cybersecurity</p></li></ul></div><div><ul><li><p>
Enterprise Architecture</p></li></ul></div><div><ul><li><p>
Service Operations</p></li></ul></div><div><ul><li><p>
Influence cross-functional teams to drive enterprise-wide improvements in technology service experience.</p></li></ul></div></div><p></p><div><div><p><b><br>
What You&rsquo;ll Bring:</b></p></div><div><ul><li><p>
10+ years of experience in enterprise technology engineering, digital workplace engineering, or infrastructure program leadership.</p></li></ul></div><div><ul><li><p>
Demonstrated experience leading large-scale EUC, DEX, or workplace technology transformation initiatives.</p></li></ul></div><div><ul><li><p>
Deep technical knowledge of Digital Experience Monitoring platforms, including:</p></li></ul></div><div><ul><li><p>
Nexthink</p></li></ul></div><div><ul><li><p>
ThousandEyes</p></li></ul></div><div><ul><li><p>
Zscaler Digital Experience (ZDX)</p></li></ul></div><div><ul><li><p>
Strong experience with endpoint management platforms, including:</p></li></ul></div><div><ul><li><p>
Microsoft Intune</p></li></ul></div><div><ul><li><p>
Microsoft Endpoint Configuration Manager (MECM / SCCM)</p></li></ul></div><div><ul><li><p>
Unified Endpoint Management ecosystems</p></li></ul></div><div><ul><li><p>
Hands-on familiarity with enterprise ITSM platforms, including:</p></li></ul></div><div><ul><li><p>
ServiceNow</p></li></ul></div><div><ul><li><p>
Workflow automation and service catalog design</p></li></ul></div><div><ul><li><p>
ITSM data analytics and reporting</p></li></ul></div><div><ul><li><p>
Strong understanding of enterprise service delivery frameworks and ITIL processes, including incident, problem, and change management.</p></li></ul></div><div><ul><li><p>
Experience implementing observability, telemetry, and service analytics frameworks.</p></li></ul></div><div><ul><li><p>
Strong ability to analyze system dependencies, infrastructure architectures, and service delivery workflows.</p></li></ul></div><div><ul><li><p>
Demonstrated ability to operate effectively in complex, highly regulated enterprise environments.</p></li></ul></div></div><div><div><p>
Preferred Certifications</p></div><div><ul><li><p>
ITIL v4 Certification</p></li></ul></div><div><ul><li><p>
Project Management Professional (PMP)</p></li></ul></div><div><ul><li><p>
SAFe Agilist or Scaled Agile certification</p></li></ul></div><div><ul><li><p>
Certified Scrum Master (CSM)</p></li></ul></div><div><ul><li><p>
Microsoft Endpoint Management certifications</p></li></ul></div><div><ul><li><p>
Cloud certifications (AWS, Azure, or GCP)</p></li></ul></div><div><p><b>
 </b><b>Education</b></p></div><div><ul><li><p>
Bachelor&rsquo;s degree in Computer Science, Information Systems, Engineering, or related technical discipline required.</p></li></ul></div></div><p></p><p><b><br>
Pay Transparency</b></p><p>
Salary Range: $185,000-$264,500</p><p>
Overtime eligible: Exempt</p><p>
Discretionary bonus eligible: Yes</p><p>
Sales bonus eligible: No</p><p>
Actual base salary will be determined based on several factors but not limited to individual&rsquo;s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.</p><p></p><div><p><b><br>
Company Overview</b></p></div><div><p>
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.</p></div><div><p>
Our diverse business portfolio creates opportunities to make a difference across industries and communities&mdash;inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you&rsquo;ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.</p></div><div><p>
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what&rsquo;s next, and your growth powers it.</p></div><p></p><p><b><br>
Our Benefits</b></p><p>
We provide a full package of benefits for employees &ndash; and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.<b> </b>Click here<b> </b>to discover more about our comprehensive benefit options or visit our NYL Benefits Site.</p><p><br>
</p><p><b>Our Commitment to Inclusion</b><br>
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life&rsquo;s leadership in this space.
</p><p>Recognized as one of <i>Fortune&rsquo;s</i> World&rsquo;s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.</p><p>
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.</p><p>
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees&rsquo; needs.</p><p></p><p><br>
Job Requisition ID: 93622</p></div></div></div></div></div>

Corporate Vice President - Colleague Experience Technical Program Manager

Architecture In Motion

<div><p><b>Director ITSM</b><br>
<b>Location:</b><b> </b>Remote</p>
<p><b>
Job Type:</b> Contract (Full Time)</p>
<p><b>
About AIM</b></p>
<p>
AIM is a Canadian technology company that helps organizations modernize their systems through advanced API management, cloud engineering, security solutions, and full-stack software development. Our teams work across North America and globally, delivering stable, scalable, and secure digital platforms for enterprise clients.</p>
<p>
We take pride in being hands-on, collaborative, and focused on delivering real results for our clients. As we grow, we are expanding our marketing team to strengthen our brand presence and support our next stage of growth.</p><br>
<p><b>
Role Overview</b></p>
<p>
We are seeking a Director of IT Service Management (ITSM) to lead the evolution of our service management capabilities and establish a high-performing, scalable ITSM function.</p>
<p>
This role will be responsible for defining the strategic direction of ITSM, enhancing service delivery operations, and building a modern, technology-enabled support organization. The Director will oversee service desk operations, internal IT services, and contribute to the development of service offerings aligned with enterprise and client needs.</p>
<p>
This is a leadership role focused on driving operational excellence, improving service maturity, and enabling business growth through strong governance, automation, and customer-centric service delivery.</p>
<p><b>
Key Responsibilities</b></p>
<div>
<ul><li><b>ITSM Strategy &amp; Service Excellence</b></li></ul>
</div><ul><li>Define and execute the ITSM roadmap aligned with ITIL v4 and business priorities</li>
<li>Establish and mature core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Asset Management</li>
<li>Develop and monitor SLAs, KPIs, and service performance metrics</li>
<li>Implement structured reporting and governance for leadership visibility</li>
<li>Drive continuous service improvement initiatives</li>
</ul><div><ul><li><b>Service Desk &amp; Support Operations (L1/L2)</b></li></ul>
</div><ul><li>Lead service desk operations to ensure high-quality, responsive support</li>
<li>Improve service efficiency through automation, self-service, and knowledge management</li>
<li>Establish workforce planning, utilization tracking, and performance management practices</li>
<li>Enhance incident response, escalation management, and root cause analysis</li>
</ul><div><ul><li><b>Internal IT &amp; Modern Workplace</b></li></ul>
</div><ul><li>Oversee internal IT operations including endpoint management, infrastructure, identity, and access</li>
<li>Ensure compliance with security standards and support audit readiness initiatives</li>
<li>Drive adoption of modern workplace technologies (e.g., M365, Intune, Azure)</li>
<li>Support lifecycle management, patching, and device compliance</li>
</ul><div><ul><li><b>Service Offerings &amp; Practice Development</b></li></ul>
</div><ul><li>Support the development and standardization of ITSM-related service offerings</li>
<li>Contribute to go-to-market materials such as service descriptions, case studies, and solution frameworks</li>
<li>Collaborate with sales and delivery teams to position ITSM capabilities effectively</li>
<li>Build foundational elements for scalable service delivery models</li>
</ul><div><ul><li><b>Governance, Risk &amp; Compliance</b></li></ul>
</div><ul><li>Partner with security and compliance teams to align ITSM practices with audit and regulatory requirements (e.g., SOC2 readiness)</li>
<li>Ensure policies, procedures, and controls are documented, maintained, and periodically reviewed</li>
<li>Support reporting and tracking of compliance metrics across systems and services</li>
</ul><div><ul><li><b>Technology, Automation &amp; Innovation</b></li></ul>
</div><ul><li>Identify opportunities to leverage automation, AI, and tooling to improve service delivery</li>
<li>Drive adoption and optimization of ITSM tools and platforms (e.g., Jira, ManageEngine, RMM tools)</li>
<li>Enhance knowledge management and self-service capabilities, including AI-driven solutions</li>
</ul><div><ul><li><b>Leadership &amp; Team Development</b></li></ul>
</div><ul><li>Lead and mentor ITSM team members, including support engineers and technical leads</li>
<li>Build a culture of accountability, continuous improvement, and service excellence</li>
<li>Develop team capabilities through structured training, certifications, and career progression</li>
<li>Act as a senior escalation point for operational and service-related issues</li>
</ul>
<p><b>Qualifications &amp; Experience</b></p>
<ul>
<li>10+ years of experience in IT Service Management or IT Operations</li>
<li>5+ years in leadership roles managing service desk or IT operations teams</li>
<li>Strong understanding of ITIL v4 frameworks and service management best practices</li>
<li>Experience with modern workplace technologies (Azure, M365, Intune, identity management)</li>
<li>Familiarity with compliance frameworks (e.g., SOC2, ISO) is an asset</li>
<li>Experience with ITSM tools and platforms such as Jira Service Management, ManageEngine, or similar</li>
<li>Proven ability to improve service delivery, implement processes, and scale operations</li>
<li>Strong communication, stakeholder management, and leadership skills<br>
<b>Certifications:</b></li>
<li>ITIL v4 Foundation required; advanced ITIL certifications (Managing Professional or Strategic Leader) preferred</li>
<li>Microsoft Azure / Microsoft 365 certifications are an asset</li>
<li>Familiarity with governance frameworks such as ISO 20000, COBIT, or similar is a plus</li>
</ul>
<p><b>What Success Looks Like (First 6&ndash;12 Months)</b></p>
<ul>
<li>Improved service performance and measurable gains in SLA adherence and user satisfaction</li>
<li>Increased visibility through structured reporting and dashboards</li>
<li>Matured ITSM processes with clear governance and documentation</li>
<li>Enhanced efficiency through automation, knowledge management, and tooling optimization</li>
<li>Strong alignment between IT services and business priorities</li>
</ul>
<p><b>Work Schedule</b></p>
<p>
Ability to work on Eastern Time Zone, Remotely.</p>
<p><b>
Equal Opportunity</b></p>
<p>
We value diversity and provide equal opportunities without regard to religion, gender, age, disability, or national origin.</p></div>

Director ITSM

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