it service manager

Xebia

<div>
 <p>
  <strong>
   Role Overview
  </strong>
 </p>
 <p>
  The Service Manager is responsible for the development, implementation, sustainment, and continuous improvement of IT Service Management (ITSM) processes, as well as establishing, measuring, and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.
 </p>
 <p>
  This is a customer-facing role representing the services provided by Service Management &amp; IT Operations. The Service Manager builds strong relationships and manages expectations to become the trusted IT partner for the business working with key stakeholders across the business and Digital Technology and Innovation to manage and report on services, optimise capacity, maximise throughput within budget constraints, and drive customer satisfaction.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Key Accountabilities
 </p>
 <ul>
  <li>
   Responsible for the development, implementation, sustainment, and continuous improvement of ITSM processes; establishes, measures, and reports on KPIs related to services, processes, operations, and delivery.
  </li>
  <li>
   Maintains and manages standards for service management and associated processes across IT Operations, Workplace Services, Change Management, and Applications Management &amp; Support.
  </li>
  <li>
   Maintains and improves service quality, ensuring IT services meet or exceed service level requirements through continuous review of service performance.
  </li>
  <li>
   Manages service level agreements (SLAs), KPIs, and Operational Level Agreements (OLAs) with customers and external service providers. Regularly reviews OLAs (internal) and underpinning agreements (UPCs) (external) to ensure alignment with SLA targets. Produces new SLAs and extensions to existing SLAs, negotiating changes and improvements as required.
  </li>
  <li>
   Maintains a catalogue of all available services (Service Catalogue). Liaises with stakeholders to establish the structure of SLAs and ensures operational methods, procedures, and policies are documented, maintained, and reviewed regularly.
  </li>
  <li>
   Works with stakeholder and service-user representatives to determine service level requirements, negotiating and agreeing to levels covering quantity (e.g. hours, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency, and security).
  </li>
  <li>
   Manages external service providers and ensures consumption is validated and aligned to contracted approved consumption. Identifies opportunities to reduce cost of ownership by acting upon contractual levers (e.g. Minimum Guaranteed Baselines). Manages the Service Management annual Capex and Opex budget, contributing to Business Planning processes.
  </li>
  <li>
   Reviews tactical and longer-term metrics for service performance outside defined thresholds, executing the problem management process to resolve. Leads problem management in the diagnosis and resolution of service problems, ensuring that agreed service levels are maintained.
  </li>
  <li>
   Manages day-to-day Service Request Fulfilment and Service Release &amp; Transition Management processes.
  </li>
  <li>
   Supports the Project Manager in Service Transition, ensuring required service acceptance criteria is met and approved ahead of go-live. Contributes to required artefacts (e.g. Service Design Package) and agreement of post go-live aspects (e.g. Open Risks &amp; Issues, OPEX, Defect backlog).
  </li>
  <li>
   Implements and improves ITSM processes and tools for internal use and with service providers. Ensures IT policies, procedures, and industry standards are implemented within the Service Management and IT Operations landscape.
  </li>
  <li>
   Monitors levels of service performance; ensures detailed metrics and records are kept and analysed; provides accurate and timely reports to stakeholders and providers; initiates appropriate action to resolve issues.
  </li>
  <li>
   Works with stakeholders to define future demand requirements for adequate planning and budgeting. Monitors capacity levels of consumed services to ensure no service interruptions.
  </li>
  <li>
   Manages service-user expectations and perceptions to optimise user satisfaction. Works with service-users to establish qualitative assessments of service provision and proposes improvements based on metrics and satisfaction surveys.
  </li>
  <li>
   Builds long-term strategic relationships with key stakeholders across the aviation group and supply chain.
  </li>
  <li>
   In the event of high-priority incidents, acts as a conduit between business stakeholders and IT teams, providing accurate and timely updates on Business Impact and Business Continuity processes while relaying technical updates on issue resolution.
  </li>
  <li>
   Ensures annual maintenance windows are agreed with business stakeholders for operating systems security patching, with any exemptions continually reviewed for validity.
  </li>
  <li>
   Maintains an up-to-date Risk and Issues register; regularly reviews with both business and IT stakeholders; escalates risks and issues that pose an operational, financial, or safety risk that cannot be effectively treated.
  </li>
  <li>
   Ensures audit findings have a defined corrective action plan with clear accountable owners. Maintains an up-to-date position on open audit items and drives suppliers and internal delivery teams to closure without date slippage.
  </li>
  <li>
   Identifies a backup Service Delivery Manager for cover during annual leave and sickness, ensuring service continuity through consistent application of processes and tools.
  </li>
  <li>
   Performs regular updates on the complete service scope with the Senior Service Manager. Ensures all meetings have a defined agenda with actions recorded and distributed within one business day.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Education &amp; Experience
  </strong>
 </p>
 <ul>
  <li>
   7&ndash;10 years of service management and service delivery management experience.
  </li>
  <li>
   Bachelor&rsquo;s degree in computer science, Information Systems, or equivalent is a strong advantage.
  </li>
  <li>
   Strong knowledge of ITSM tools, reporting, and ITIL processes; ITIL Foundation and further ITIL professional qualifications required.
  </li>
  <li>
   Further accreditations in ITIL or equivalent are advantageous.
  </li>
  <li>
   SAFe, Agilist with exposure to leading and participating in Agile ceremonies.
  </li>
  <li>
   Knowledge of processes and technologies related to service management and awareness of latest trends in service management frameworks, tools, platforms, and services.
  </li>
  <li>
   Cloud Data Centre Fundamentals and Application Technologies Fundamentals.
  </li>
  <li>
   Security fundamentals relating to IT Service Management (e.g. patching, vulnerabilities, audits).
  </li>
  <li>
   Sound understanding of networks, infrastructure, and application technologies and their applicability to services provided.
  </li>
  <li>
   Extended knowledge and practical application of Microsoft Applications and Technologies; extended use of MS toolsets.
  </li>
  <li>
   Strong written and oral communication skills, including the ability to interact directly with business representatives without an IT background and explain complex technical solutions and problems in an accessible manner.
  </li>
  <li>
   Passion for delivering technology services that drive significant customer satisfaction.
  </li>
 </ul>
 <p>
 </p>
</div>


Service Manager

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

<div>
 <strong>
  Who We Are
  <br/>
  <br/>
 </strong>
 ICE Consulting is a privately owned, leading
 <strong>
  Managed IT Services Provider (MSP)
 </strong>
 established in
 <strong>
  1996
 </strong>
 . We specialize in delivering comprehensive IT support services, including
 <strong>
  Network &amp; Security
 </strong>
 ,
 <strong>
  UNIX/Linux &amp; Windows Engineering
 </strong>
 ,
 <strong>
  System &amp; Database Administration
 </strong>
 ,
 <strong>
  Help Desk Support
 </strong>
 ,
 <strong>
  VoIP Support
 </strong>
 , and
 <strong>
  complete IT infrastructure management
 </strong>
 .
 <br/>
 <br/>
 Our clients&mdash;small to mid-sized enterprises&mdash;depend on us for secure, efficient, and scalable technology solutions.
 <br/>
 <br/>
 We are seeking a
 <strong>
  hands-on, strategic, and people-focused Service Desk Manager
 </strong>
 to join our
 <strong>
  Asia Office in Lahore
 </strong>
 . This role will lead global support operations, manage the Asia-based Help Desk team, and ensure world-class service delivery for ICE Consulting's international clients.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 The
 <strong>
  Service Desk Manager
 </strong>
 will oversee
 <strong>
  IT support operations
 </strong>
 in a fast-paced
 <strong>
  Managed Service Provider (MSP)
 </strong>
 environment. The role includes managing a
 <strong>
  24/7 Help Desk team
 </strong>
 , coordinating with
 <strong>
  onsite engineers in the U.S.
 </strong>
 , ensuring SLA compliance, maintaining service quality, and improving operational efficiency through ITIL-aligned practices.
 <br/>
 <br/>
 The ideal candidate is technically sound, process-oriented, and an excellent people manager with strong leadership and communication skills.
 <br/>
 <br/>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  <strong>
   Key Responsibilities
  </strong>
 </strong>
 <strong>
  <strong>
   2. Team &amp; Resource Management
  </strong>
 </strong>
 <strong>
  <strong>
   3. Client Onboarding &amp; Offboarding
  </strong>
 </strong>
 <strong>
  <strong>
   4. Compliance &amp; Audit Support
  </strong>
 </strong>
 <strong>
  <strong>
   5. Quality Assurance &amp; Process Improvement
  </strong>
 </strong>
 <strong>
  <strong>
   6. ITIL &amp; Governance
   <br/>
   <br/>
  </strong>
 </strong>
 <ul>
  <li>
   Service Delivery Management
  </li>
  <li>
   Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
  </li>
  <li>
   Coordinate with onsite, systems, and network teams to deliver seamless client support.
  </li>
  <li>
   Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
  </li>
  <li>
   Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
  </li>
  <li>
   Collaborate with Project Managers to review and refine all client communications before release.
  </li>
  <li>
   Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
  </li>
  <li>
   Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
  </li>
  <li>
   Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
  </li>
  <li>
   Provide coaching, mentoring, and training to develop team members' technical and customer service skills.
  </li>
  <li>
   Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
  </li>
  <li>
   Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
  </li>
  <li>
   Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
  </li>
  <li>
   Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
  </li>
  <li>
   Ensure internal processes and communication align with industry standards and regulatory expectations.
  </li>
  <li>
   Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
  </li>
  <li>
   Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
  </li>
  <li>
   Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
  </li>
  <li>
   Apply ITIL best practices across incident, request, change, and problem management processes.
  </li>
  <li>
   Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications &amp; Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum 5 years of Tier II end-user support experience, with at least 3 years in a managerial or supervisory role.
  </li>
  <li>
   Bachelor's degree in Computer Science, Information Technology, or related field.
  </li>
  <li>
   Proven experience leading support teams in an MSP or IT services environment.
  </li>
  <li>
   Strong technical knowledge of Windows (7-11), macOS, mobile devices, and cloud platforms (O365, Gmail).
  </li>
  <li>
   Experience with Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for device management.
  </li>
  <li>
   Familiarity with MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin), and VoIP systems (RingCentral, Vonage).
  </li>
  <li>
   Excellent leadership, documentation, and communication skills for managing cross-functional global teams
  </li>
 </ul>
</div>


Service Desk Manager

Tata Consultancy Services

<div>
 <p>
  The Service Delivery Manager is responsible for leading and managing end-to-end IT service delivery operations, with a strong focus on ITIL-aligned processes and End User Computing (EUC) services. The role ensures high-quality, efficient, and customer-centric IT services while driving continuous improvement, compliance, and operational excellence across distributed teams and complex environments.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilitie
  </strong>
  s
 </p>
 <p>
  <strong>
   1. Service Delivery &amp; Operations Management
  </strong>
 </p>
 <p>
  &middot; Own overall delivery of IT services across End User Computing landscape (Windows/Mac endpoints, mobility, collaboration tools, application packaging, patching, device lifecycle).
 </p>
 <p>
  &middot; Ensure adherence to ITIL best practices across Incident, Problem, Change, Asset, and Knowledge Management.
 </p>
 <p>
  &middot; Maintain service quality through monitoring SLAs, OLAs, KPIs, and customer satisfaction metrics.
 </p>
 <p>
  &middot; Ensure smooth execution of BAU operations and major operational events (releases, upgrades, transitions, migrations).
 </p>
 <p>
  &middot; Lead escalations and ensure timely closure with RCA and preventive action plans.
 </p>
 <p>
  <strong>
   2. Stakeholder &amp; Customer Management
  </strong>
 </p>
 <p>
  &middot; Serve as the single point of contact (SPOC) for senior business stakeholders, technology partners, and internal leadership.
 </p>
 <p>
  &middot; Facilitate governance meetings, service reviews, and executive-level reporting.
 </p>
 <p>
  &middot; Understand business needs and translate them into operational priorities and service improvements.
 </p>
 <p>
  <strong>
   3. Team Leadership &amp; Performance Management
  </strong>
 </p>
 <p>
  &middot; Manage and mentor cross-functional teams, including service desk, deskside support, EUC engineers, L2/L3 operations, and vendor teams.
 </p>
 <p>
  &middot; Drive talent development, succession planning, and team capability uplift.
 </p>
 <p>
  &middot; Enforce high performance, quality, and service culture across global teams.
 </p>
 <p>
  <strong>
   4. End User Computing Expertise
  </strong>
 </p>
 <p>
  &middot; Oversee endpoint management platforms like MECM/SCCM, Intune, Autopilot, JAMF, MDM solutions.
 </p>
 <p>
  &middot; Guide teams on imaging, application packaging, patching, OS deployment, device security baselines, and device lifecycle refresh.
 </p>
 <p>
  &middot; Ensure adherence to compliance, cybersecurity, and enterprise architecture standards.
 </p>
 <p>
  <strong>
   5. ITIL Governance &amp; Process Excellence
  </strong>
 </p>
 <p>
  &middot; Implement and enhance ITIL processes driving operational consistency.
 </p>
 <p>
  &middot; Drive continual service improvement (CSI) through analytics, automation, and proactive problem management.
 </p>
 <p>
  &middot; Support audits, compliance checks, and risk assessments.
 </p>
 <p>
  <strong>
   6. Project &amp; Transition Management
  </strong>
 </p>
 <p>
  &middot; Lead service transitions, onboarding new services, technology rollouts, and EUC modernization initiatives.
 </p>
 <p>
  &middot; Work closely with PMO and architects on planning, readiness, and execution.
 </p>
 <p>
  &middot; Ensure documentation (SOPs, runbooks, SLAs) is complete and kept current.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Required Skills &amp; Competencies
  </strong>
 </p>
 <p>
  <strong>
   Technical Skills
  </strong>
 </p>
 <p>
  &middot; Deep hands-on understanding of EUC technologies:
 </p>
 <p>
  o Microsoft Endpoint Manager (SCCM/MECM, Intune, Autopilot)
 </p>
 <p>
  o Windows 10/11, macOS, M365, Active Directory, Group Policies
 </p>
 <p>
  o VDI technologies (Citrix/VMware) &ndash; preferred
 </p>
 <p>
  o MDM/MAM solutions, Collaboration tools (Teams, Outlook, SharePoint)
 </p>
 <p>
  &middot; Strong knowledge of ITIL framework, service operations, and governance.
 </p>
 <p>
  &middot; Experience with CMDB, ITSM tools (ServiceNow preferred).
 </p>
 <p>
  <strong>
   Leadership &amp; Behavioral Skills
  </strong>
 </p>
 <p>
  &middot; Strong communication (written &amp; verbal), negotiation, and customer-facing skills.
 </p>
 <p>
  &middot; Ability to manage diverse global teams and vendors.
 </p>
 <p>
  &middot; Strategic thinker with an analytical and problem-solving mindset.
 </p>
 <p>
  &middot; High attention to detail, accountability, and ownership.
 </p>
 <p>
  &middot; Ability to operate under pressure and manage large-scale environments.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Experience Requirements
  </strong>
 </p>
 <p>
  &middot; 15+ years of overall IT experience, with a minimum of 8+ years in Service Delivery Management roles.
 </p>
 <p>
  &middot; Proven leadership in large, complex enterprise IT environments.
 </p>
 <p>
  &middot; Demonstrated expertise in End User Computing delivery and operational excellence.
 </p>
 <p>
  &middot; Experience handling global stakeholders and distributed support teams.
 </p>
 <p>
  &middot; Prior experience managing ITIL-based service operations and transformation programs.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Education &amp; Certifications
  </strong>
 </p>
 <p>
  &middot; Bachelor&rsquo;s degree in Computer Science, IT, Engineering, or equivalent.
 </p>
 <p>
  &middot; ITIL v3/v4 Foundation Certification (mandatory).
 </p>
 <p>
  &middot; ITIL Intermediate/Expert level certifications (preferred).
 </p>
 <p>
  &middot; Relevant technology certifications (Microsoft, ITSM, EUC tools) are an added advantage.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Soft Skills
  </strong>
 </p>
 <p>
  &middot; Customer-centric approach
 </p>
 <p>
  &middot; Strong ownership and accountability
 </p>
 <p>
  &middot; Team player and strong collaborator
 </p>
 <p>
  &middot; Continuous improvement mindset
 </p>
 <p>
  &middot; Proactive and self-driven
 </p>
</div>


Service Delivery Manager-IT Infra (EUC)

HR Ways

<p><b>About the Company:</b></p><p>﻿We are hiring for one of the largest diversified family business groups in the Middle East.</p><p><b>Role Overview &ndash; Senior Manager -Infrastructure Service Assurance</b></p><p><b>PURPOSE</b></p><p>The <b>Senior Manager, Infrastructure Service Assurance,</b> oversees the organizations IT services' reliability, availability, and resilience. This role identifies and addresses gaps in people, processes, and technology to enhance service quality and mitigate risks. Responsibilities include developing and executing policies, procedures, and best practices to achieve operational excellence and continuous improvement. The <b>Service Assurance Manager</b> will work closely with various teams to monitor performance, address issues, and implement strategies to enhance overall service quality.</p><p><b>KEY ACCOUNTABILITIES</b></p><p><b>STRATEGIC</b></p><ul><li>Ensuring adherence to established policies, procedures, and Service Level Objectives (SLOs).</li><li>Implement proactive monitoring and alerting mechanisms to detect and address potential service issues before they impact users.</li><li>Manage incident response and resolution, ensuring timely communication and effective team coordination.</li><li>Lead efforts on root cause analysis of service disruptions and implement corrective actions to prevent recurrence.</li><li>Track and report on service performance metrics, providing regular updates to stakeholders and highlighting areas for improvement.</li><li>Establish operational policies, procedures, and standards to maintain a secure and compliant infrastructure environment.</li><li>Ensure the security and compliance of IT services by implementing robust security measures, controls, and practices, coordinating with IT Security teams.</li><li>Develop and implement disaster recovery strategies to mitigate the impact of unforeseen events on critical business operations.</li></ul><p><b>OPERATIONAL </b>- Depending on the Position Level &ndash; Responsibilities that entail the delivery of operational day-to-day activities and tasks.</p><p><b>JOB DESCRIPTION</b></p><p>Oversee the day-to-day operations of service assurance and resilience management, ensuring adherence to established policies, procedures, and SLOs.</p><ul><li>Lead capacity planning, resource allocation, and service optimization efforts to meet business demands and support growth.</li><li>Implement proactive monitoring and alerting mechanisms to detect and address potential service issues before they impact users.</li><li>Manage incident response and resolution, ensuring timely communication and effective coordination across teams.</li><li>Conduct root cause analysis of service disruptions and implement corrective actions to prevent recurrence.</li><li>Track and report on service performance metrics, providing regular updates to stakeholders and highlighting areas for improvement.</li><li>Budgeting, defining SLAs, forecasting, aligning with business IT heads, adhering to governance, planning, assessing new technologies, and ensuring optimal interoperability for the following areas:</li></ul><p><b>Service Assurance Management:</b></p><ul><li>Oversee the Assurance of IT services delivery to ensure they meet or exceed agreed-upon SLAs and KPIs.</li><li>Collaborate with service providers and internal teams to manage service performance and resolve any issues.</li></ul><p><b>Performance Monitoring and Reporting:</b></p><ul><li>Implement and manage performance monitoring tools and processes to track service performance and infrastructure health.</li><li>Prepare and present regular performance reports, highlighting trends, issues, and areas for improvement.</li></ul><p><b>Incident and Problem Management:</b></p><ul><li>Lead the response to major incidents and service disruptions, coordinating with relevant teams to ensure timely resolution.</li><li>Conduct root cause analysis and develop corrective actions to prevent future incidents.</li></ul><p><b>Continuous Improvement:</b></p><ul><li>Identify opportunities for process improvements and efficiency gains within IT operations and infrastructure.</li><li>Drive initiatives to enhance service quality, streamline processes, and implement best practices.</li></ul><p><b>Compliance and Governance:</b></p><ul><li>Ensure IT services and infrastructure adhere to organizational policies, industry standards, and regulatory requirements.</li><li>Conduct regular internal audits and reviews to assess compliance and identify areas of risk.</li></ul><p><b>Stakeholder Communication:</b></p><ul><li>Serve as a primary point of contact for service-related issues and escalations.</li><li>Communicate effectively with stakeholders, including senior management, to provide updates and gather feedback.</li></ul><p><b>QUALIFICATION &amp; EXPERIENCE</b></p><p><b>EDUCATION AND TECHNICAL CERTIFICATIONS</b></p><ul><li>A bachelor's degree in information or computer science, or a related major, is mandatory, while a master's degree is preferred.</li><li>Certifications like ITIL and other technical certifications will be an added advantage.</li><li>Project Management Certification.</li><li>IT governance and management certifications like COBIT will be preferred.</li></ul><p><b>KNOWLEDGE AND SKILL:</b></p><ul><li>Bachelor's degree in computer science, Information Technology, or a related field. Relevant certifications (e.g., ITIL, PMP) are a plus.</li><li>Proven experience in IT operations, service management, or infrastructure management.</li><li>Strong understanding of IT service management frameworks (e.g., ITIL) and best practices.</li><li>Experience with performance monitoring tools and incident management systems.</li><li>Excellent problem-solving skills and the ability to analyse complex situations.</li><li>Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.</li><li>Demonstrated leadership and team management experience.</li></ul><p><b>EXPERIENCE:</b></p><ul><li>8-12 years of technology management relevant experience</li><li>Experience with at least 6 years in similar roles.</li></ul><p><b>Other Details:</b><br/><b>﻿Experience: </b>8-12 years<br/><b>﻿Location: </b>﻿Islamabad (On-site)<br/>﻿<b>Compensation: </b>Market-competitive Salary + Benefits</p><p>Work Location: In person</p>

Senior Manager - Infrastructure Service Assurance

AT&T

<div><p>AT&amp;T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers&rsquo; mission.</p><p></p><p>
RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.</p><p></p><p><b>
AT&amp;T has an opening for a Service Delivery Manager</b> to manage a multi-billion dollar program, provide oversight, guidance and direction to a team of staff delivering a full range of IT services &ndash; desktop, telephony, network (LAN/CAN), PCS, security - to a large Intelligence Community client with thousands of users over a large geographic footprint</p><p></p><p><b>
Description of Job Duties/Responsibilities:</b></p><ul><li>
This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
</li><li>Run the organization that delivers IT services.</li><li>
Allocate and adjust resources and responsibilities across the team to ensure a seamless end-user experience.</li><li>
Ensure SLAs are met or exceeded.</li><li>
Collaborate and/or direct the collaboration with engineering teams on monitoring and measuring the performance of the current IT Service Delivery platform and processes, on troubleshooting and root cause analyses of operational issues, on ways to improve performance, on the deployment of changes to the current platform, and on the evolution of the next-generation platform and processes.</li><li>
Collaborate and/or direct the collaboration with peer Service Provider organizations.</li></ul><p></p><p>
This position requires a mature understanding of IT Service and Delivery Management principles and a proven track record of applying practical project management techniques. This position owns and is accountable for all Service Delivery processes to include Incident, Change, Request, and Escalation processes, and subsequent workflow. This position is responsible for a successful execution and evolution of those processes to deliver business results and to develop team members.</p><p></p><p>
This is a supervisory job with responsibility to plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy.</p><p><br>
</p><p><b>Required Clearance: </b>TS/SCI with polygraph. (#ts/sci) (#polygraph)</p><p></p><p><b>
Required Qualifications:</b></p><p>
Bachelor&rsquo;s Degree or equivalent years of experience required; Experience with and/or working familiarity with the USG procurement processes; Ten or more years of experience supporting the US Intelligence Community
</p><ul><li>A minimum of 10 years&rsquo; experience in infrastructure and operations support</li><li>
A minimum of 5 years&rsquo; experience in a customer-facing role</li><li>
A minimum of 5 years&rsquo; leadership experience at general management level (supervisory experience)</li><li>
Strong verbal and written communications skills</li></ul><p>
The ability and willingness to effectively communicate with all levels of AT&amp;T and Customer management up to and including Executive Leadership Teams.</p><p>
Familiarity with ServiceNow, the ITIL Framework, Service Level Agreements (SLAs); prior experience in hiring and making staffing decisions.</p><p></p><p><b>
Desired Qualifications: </b>Experience in customer service, help desk, or network operations center environment.</p><p></p><p><b>
Ready to join our team? Apply today!</b></p><p></p><p>
Our Service Delivery Manager (PM IV) (Government) earns between $108,000 - $223,100 yearly. Not to mention all the other amazing rewards that working at AT&amp;T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.</p><p>
Joining our team comes with amazing perks and benefits:</p><ul><li>
Medical/Dental/Vision coverage</li><li>
401(k) plan</li><li>
Tuition reimbursement program</li><li>
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) *Pro-rated when working less than 40 hrs/wk.</li><li>
Paid Parental Leave</li><li>
Paid Caregiver Leave</li><li>
Additional sick leave beyond what state and local law require may be available but is unprotected &middot; Adoption Reimbursement</li><li>
Disability Benefits (short term and long term)</li><li>
Life and Accidental Death Insurance</li><li>
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal</li><li>
Employee Assistance Programs (EAP)</li><li>
Extensive employee wellness programs</li><li>
Employee discounts up to 50% off on eligible AT&amp;T mobility plans and accessories, AT&amp;T internet (and fiber where available) and AT&amp;T phone</li></ul><p></p><p><b>
Weekly Hours:</b></p>
40<p></p><p><b>
Time Type:</b></p>
Regular<p></p><p><b>
Location:</b></p>
Columbia, Maryland<p></p><p>
It is the policy of AT&amp;T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&amp;T will provide reasonable accommodations for qualified individuals with disabilities. AT&amp;T is a fair chance employer and does not initiate a background check until an offer is made.</p></div>

Service Delivery Manager (PM IV) (Government)

Capgemini

<div><div><div><p>Bangalore</p><div>
Run Service Delivery Manager</div><p>
</p></div></div><div></div><div><div><div><div><div><p>
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world&rsquo;s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&amp;D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.</p><div><div><div><div><b>
Your Role</b></div></div><div><div>
Total Experience:12-14 Years</div><div>
Location: Mumbai/Pune/Bangalore</div><div><ul><li><div>
Manage day‑to‑day service delivery operations ensuring stability, SLA adherence, and high service availability.</div></li><li><div>
Lead incident and problem management, including root‑cause analysis, PIRs, and preventive actions.</div></li><li><div>
Act as the primary escalation and communication point for customers and leadership.</div></li><li><div>
Govern service performance through KPIs, dashboards, reviews, and continuous improvement initiatives.</div></li><li><div>
Coordinate across cross‑functional teams and guide operational priorities, workload, and readiness.</div></li></ul></div></div></div><div><div><div><b>
Your Profile</b></div></div><div><ul><li><div>
Strong knowledge of ITIL processes (Incident, Problem, Change, Service Continuity).</div></li><li><div>
Ability to interpret SLAs/KPIs, analyze operational metrics, and drive performance improvements.</div></li><li><div>
Proficiency with service monitoring and ticketing platforms.</div></li><li><div>
Excellent communication, stakeholder management, and escalation handling skills.</div></li><li><div>
Strong analytical, reporting, decision‑making, and team‑coordination capabilities.</div></li></ul></div></div></div><p>
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.</p></div></div><div><div><div>
<div><div>Ref. code</div><div>
410967-en_GB</div></div><div><div>
Posted on</div><div>
20 Feb 2026</div></div><div><div>
Experience level</div><div>
Experienced Professionals</div></div><div><div>
Contract type</div><div>
Permanent</div></div><div><div>
Location</div><div>
Bangalore</div></div><div><div>
Business unit</div><div>
Other Delivery units</div></div><div><div>
Brand</div><div>
Capgemini</div></div><div><div>
Professional communities</div><div>
Delivery Excellence</div></div></div></div></div></div></div></div></div><p></p>

Run Service Delivery Manager

justagain

<p>The Technical Support Manager is responsible for leading the IT support team, ensuring high-quality technical assistance, maintaining SLA compliance, improving service performance, and aligning support operations with business objectives.</p><p>Education</p><ul><li>Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field.</li></ul><p>Experience</p><ul><li>3&ndash;5+ years in IT Support.</li><li>2&ndash;4+ years in leadership/managerial role.</li><li>Experience managing a team of 5+ members.</li><li>Strong background in ITIL processes (preferred).</li></ul><p>Technical Skills</p><ul><li>Windows Server &amp; Client OS</li><li>Active Directory</li><li>Office 365 / Microsoft 365</li><li>Networking fundamentals (TCP/IP, DNS, DHCP)</li><li>ITSM tools (e.g., ServiceNow, Jira, ManageEngine)</li><li>Basic cybersecurity awareness</li><li>Hardware &amp; software troubleshooting</li><li>Backup &amp; disaster recovery basics</li></ul><p>Job Type: Full-time</p><p>Pay: From E&pound;20,000.00 per month</p><p>Location:</p><ul><li>Cairo (Required)</li></ul>

IT Technical Support Manager

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