IT Service Delivery Manager Jobs
IT Service Delivery Manager jobs are open across healthcare, financial services, government contracting, and enterprise technology, from team lead to director level, with specializations in ITSM, vendor management, and SLA governance. Find a role that fits from the openings below and apply directly.
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Customer Satisfaction
Information Technology (IT) Services
Service Delivery
REQ#: RQ231566
Public Trust: NACI (T1)
Requisition Type: Pipeline
Your Impact
Own your opportunity to work alongside federal civilian agencies. Make an impact by delivering solutions that improve citizen services millions depends on.
Job Description
GDIT is seeking an IT Enterprise Operations Services Delivery Manager to support our NASA Business Area in driving the successful pursuit and execution of key initiatives across our growing NASA portfolio.
GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. The IT Enterprise Operations Services Delivery Manager will play a critical role in supporting and helping execute a comprehensive solution that integrates and manages a 24x7 Service Desk, advanced AI-enabled tools, efficient on-site deskside support, a PC-as-a-Service hardware model, and complementary engineering, cybersecurity, and IT Service Management (ITSM) development resources.
As an IT Enterprise Operations Services Delivery Manager, you will partner closely with the Program Manager, internal/external teams NASA JPL customer leadership, technical teams, projects managers, engineering organizations to provide operational discipline, thoughtful analysis, and steady leadership.
The successful candidate will be an experienced IT Enterprise Operations Services Delivery professional with prior ITIL-based service management and a proven track record supporting projects with similar operational complexity. The candidate must demonstrate success in personnel support, positive customer relationships, and service delivery excellence, with a focus on innovation and customer experience. Outstanding written and verbal communication skills are essential in a fast-paced environment with multiple concurrent work streams.
In this Operations Services Delivery Manager role, you will support execution of GDIT’s strategic initiatives and help ensure compliance with Federal and NASA requirements. This position requires a motivated leader who can navigate complex challenges, execute tasks effectively, and build trusted relationships with internal teams and customer stakeholders.
Responsibilities include:
Enterprise IT Operations and Service Delivery
- Own the end-to-end delivery and performance of a 24×7 IT Service Desk supporting enterprise users
- Establish and manage service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), and customer experience targets.
- Oversee incident management, service request fulfillment, escalation management, major incident communications, and problem resolution.
- Monitor ticket volumes, response and resolution times, first-contact resolution, backlog, abandonment rates, and customer satisfaction.
- Manage staffing models, workforce forecasting, shift schedules, resource utilization, and operational handoffs.
- Drive self-service adoption, knowledge management, automation, and continuous improvement to reduce recurring incidents and improve service efficiency.
- Manage onsite deskside and field support services
- Establish field support coverage models, dispatch procedures, escalation paths, and service delivery standards.
- Optimize field technician productivity, first-time fix rates, dispatch efficiency, and customer satisfaction.
- Lead and develop service desk supervisors, field support leads, mobility administrators, and service delivery personnel.
- Collaborate with IT leadership, business stakeholders, and service providers to align support services with enterprise priorities.
- Drive continuous improvement through service analytics, customer feedback, process standardization, automation, and self-service capabilities.
- Provide regular executive reporting on service performance, operational risks, vendor performance, customer satisfaction, and financial results.
Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field, or equivalent professional experience.
- ITIL 4 Foundation or higher-level ITIL certification.
- Extensive experience managing enterprise IT operations, service delivery, and end-user support in a complex organization.
- Demonstrated experience overseeing a 24×7 IT Service Desk and geographically distributed on-site Field Services.
- Experience managing enterprise mobility, telecommunications services, and Mobility and Telecom Expense Management.
- Strong knowledge of ITIL-based service management processes, SLA governance, incident management, and continual service improvement.
- Experience with ITSM platforms such as ServiceNow and reporting or analytics tools.
- Experience managing vendors, service contracts, budgets, and operational performance.
- Strong leadership, communication, stakeholder management, and problem-solving skills.
- Excellent oral, written, and presentation communication skills, with the ability to convey complex technical topics to diverse stakeholders and support meetings and technical discussions independently.
- Experience mentoring or supporting remote teams, including coordination and performance management activities.
- Experience with schedule creation, timeline tracking, deliverables management, metrics reporting, demonstrations, and virtual training.
- Ability to obtain and maintain a Public Trust clearance.
Desired Qualifications:
- Project Management Professional (PMP) or equivalent program management experience.
- Experience supporting the NASA JPL environment, customers, and solution development tailored to NASA mission needs.
- ITIL 5Foundation certification.
Please Note:
- Work visa sponsorship will not be provided for this position.
- Work will be on-site in Pasadena, CA and candidates must reside in the area. No relocation assistance will be provided.
GDIT IS YOUR PLACE
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Community: Award-winning culture of innovation and a military-friendly workplace
Work Requirements
5 + years of related experience
- may vary based on technical training, certification(s), or degree
10-25%
Salary and Benefit Information
The likely salary range for this position is $140,821 - $190,523. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
Customer Satisfaction
Information Technology (IT) Services
Service Delivery
REQ#: RQ231566
Public Trust: NACI (T1)
Requisition Type: Pipeline
Your Impact
Own your opportunity to work alongside federal civilian agencies. Make an impact by delivering solutions that improve citizen services millions depends on.
Job Description
GDIT is seeking an IT Enterprise Operations Services Delivery Manager to support our NASA Business Area in driving the successful pursuit and execution of key initiatives across our growing NASA portfolio.
GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. The IT Enterprise Operations Services Delivery Manager will play a critical role in supporting and helping execute a comprehensive solution that integrates and manages a 24x7 Service Desk, advanced AI-enabled tools, efficient on-site deskside support, a PC-as-a-Service hardware model, and complementary engineering, cybersecurity, and IT Service Management (ITSM) development resources.
As an IT Enterprise Operations Services Delivery Manager, you will partner closely with the Program Manager, internal/external teams NASA JPL customer leadership, technical teams, projects managers, engineering organizations to provide operational discipline, thoughtful analysis, and steady leadership.
The successful candidate will be an experienced IT Enterprise Operations Services Delivery professional with prior ITIL-based service management and a proven track record supporting projects with similar operational complexity. The candidate must demonstrate success in personnel support, positive customer relationships, and service delivery excellence, with a focus on innovation and customer experience. Outstanding written and verbal communication skills are essential in a fast-paced environment with multiple concurrent work streams.
In this Operations Services Delivery Manager role, you will support execution of GDIT’s strategic initiatives and help ensure compliance with Federal and NASA requirements. This position requires a motivated leader who can navigate complex challenges, execute tasks effectively, and build trusted relationships with internal teams and customer stakeholders.
Responsibilities include:
Enterprise IT Operations and Service Delivery
- Own the end-to-end delivery and performance of a 24×7 IT Service Desk supporting enterprise users
- Establish and manage service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), and customer experience targets.
- Oversee incident management, service request fulfillment, escalation management, major incident communications, and problem resolution.
- Monitor ticket volumes, response and resolution times, first-contact resolution, backlog, abandonment rates, and customer satisfaction.
- Manage staffing models, workforce forecasting, shift schedules, resource utilization, and operational handoffs.
- Drive self-service adoption, knowledge management, automation, and continuous improvement to reduce recurring incidents and improve service efficiency.
- Manage onsite deskside and field support services
- Establish field support coverage models, dispatch procedures, escalation paths, and service delivery standards.
- Optimize field technician productivity, first-time fix rates, dispatch efficiency, and customer satisfaction.
- Lead and develop service desk supervisors, field support leads, mobility administrators, and service delivery personnel.
- Collaborate with IT leadership, business stakeholders, and service providers to align support services with enterprise priorities.
- Drive continuous improvement through service analytics, customer feedback, process standardization, automation, and self-service capabilities.
- Provide regular executive reporting on service performance, operational risks, vendor performance, customer satisfaction, and financial results.
Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field, or equivalent professional experience.
- ITIL 4 Foundation or higher-level ITIL certification.
- Extensive experience managing enterprise IT operations, service delivery, and end-user support in a complex organization.
- Demonstrated experience overseeing a 24×7 IT Service Desk and geographically distributed on-site Field Services.
- Experience managing enterprise mobility, telecommunications services, and Mobility and Telecom Expense Management.
- Strong knowledge of ITIL-based service management processes, SLA governance, incident management, and continual service improvement.
- Experience with ITSM platforms such as ServiceNow and reporting or analytics tools.
- Experience managing vendors, service contracts, budgets, and operational performance.
- Strong leadership, communication, stakeholder management, and problem-solving skills.
- Excellent oral, written, and presentation communication skills, with the ability to convey complex technical topics to diverse stakeholders and support meetings and technical discussions independently.
- Experience mentoring or supporting remote teams, including coordination and performance management activities.
- Experience with schedule creation, timeline tracking, deliverables management, metrics reporting, demonstrations, and virtual training.
- Ability to obtain and maintain a Public Trust clearance.
Desired Qualifications:
- Project Management Professional (PMP) or equivalent program management experience.
- Experience supporting the NASA JPL environment, customers, and solution development tailored to NASA mission needs.
- ITIL 5Foundation certification.
Please Note:
- Work visa sponsorship will not be provided for this position.
- Work will be on-site in Pasadena, CA and candidates must reside in the area. No relocation assistance will be provided.
GDIT IS YOUR PLACE
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Community: Award-winning culture of innovation and a military-friendly workplace
Work Requirements
5 + years of related experience
- may vary based on technical training, certification(s), or degree
10-25%
Salary and Benefit Information
The likely salary range for this position is $140,821 - $190,523. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
IT Service Delivery Manager Jobs by Experience Level
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Find JobsIT Service Delivery Manager Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
- Healthcare & Medical Services
- Medical Devices
- Accounting & Auditing
- Banking & Financial Services
What Employers Look For
The qualifications that appear most often in IT service delivery manager jobs.
- ITIL 4 Foundation certification or higher required by most employers
- Three to seven years of experience managing IT service operations or delivery teams
- Proficiency with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy
- Demonstrated ability to define, monitor, and report on SLAs and KPIs
- Experience managing vendor relationships and third-party service contracts
- Bachelor's degree in information technology, computer science, or a related field
Tips for Your IT Service Delivery Manager Job Search
Quantify SLA and incident metrics on your resume
Hiring managers for this role want numbers, not narratives. Replace vague phrases like 'improved service delivery' with specific outcomes: uptime percentages maintained, ticket resolution time reduced, or the size of the service portfolio you managed.
List your ITSM certifications prominently
ITIL 4, PMP, and ServiceNow certifications often appear in screening criteria before a human reads your resume. Put them in a dedicated certifications section near the top, not buried in a skills list at the bottom of the page.
Filter openings by industry, not just title
The day-to-day work of an it service delivery manager varies sharply between a managed services provider, a hospital system, and a federal contractor. Targeting openings in the industry where you have the deepest experience shortens the interview cycle significantly.
Apply early to roles that fit
Migrate Mate lists it service delivery manager openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Prepare a structured example for each ITSM process
Interviewers commonly ask how you've handled major incidents, managed vendor escalations, or driven continual service improvement. Prepare a concrete, situation-action-result example for each process area before your first screen so you're not constructing answers on the spot.
Negotiate scope before you negotiate salary
Before accepting an offer, clarify how many direct reports, vendor contracts, and services are in scope. An it service delivery manager title can mean overseeing three people or thirty. Understanding the actual scope lets you negotiate from an accurate baseline.
IT Service Delivery Manager Jobs: Frequently Asked Questions
Which companies are hiring the most it service delivery managers?
The companies hiring the most it service delivery managers right now include Amazon, AVI Foodsystems, and ADT, with the largest share of openings in Ohio, California, and Texas, based on current listings on Migrate Mate as of November 2026. Demand is particularly concentrated in managed services providers, large health systems, and federal contractors.
How many it service delivery manager jobs are remote?
About 69% of it service delivery manager openings are fully remote or hybrid as of November 2026, making it one of the more flexible senior IT roles. Functions focused on vendor governance, reporting, and process improvement tend to be the most remote-friendly, while roles with hands-on infrastructure oversight more often require on-site presence.
How do you become an it service delivery manager?
Most it service delivery managers start in a service desk, IT operations, or technical support role and move into team lead or coordinator positions before stepping into full delivery management. Earning an ITIL 4 certification demonstrates fluency in the frameworks employers expect. Building experience with SLA reporting, incident management, and vendor oversight in those earlier roles gives you the evidence base you'll need to compete for manager-level openings.
Can you get an it service delivery manager job without direct management experience?
Yes, but you'll need to show you've owned service-level outcomes even without a direct reports structure. Candidates who have led cross-functional incident response, managed vendor relationships, or driven process improvement initiatives often compete effectively for first-time manager roles. Framing project leadership and coordination work in delivery terms, and pairing it with an ITIL certification, closes much of the experience gap employers cite.
What does the it service delivery manager interview process look like?
The process typically starts with a recruiter screen focused on your ITSM background and tool experience, followed by a hiring manager conversation that digs into how you've managed SLAs, escalations, and vendor relationships. A panel interview with stakeholders from IT leadership or operations is common at the later stage. Some employers include a case study or scenario exercise asking you to diagnose a service failure or propose a service improvement plan.
Where can I find and apply to it service delivery manager jobs?
You can find and apply to it service delivery manager jobs on Migrate Mate, which lists current openings from across the United States. Find roles that match your experience and apply directly to each listing without needing to go through a third party or wait to be contacted.
See All 98 IT Service Delivery Manager Jobs
Find roles that match your experience and apply in just a few clicks.
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