29 days old

Sr. Service Delivery Manager

Richardson, TX 75080

Reports to: D&T VP End User Services 

Business Unit: Digital and Technology

Job Summary:

The ITIL Service Delivery Manager will oversee several key functions within the D&T department that enables the delivery of a high-quality service to end users and to ensure ITIL Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the D&T team to achieve those expectations to a high standard.

Work within the management structure to provide thought leadership on ITIL process development, The current position, roadmap, governance and strategic direction.

As a key role within the D&T organization, the Service Delivery Manager will be required to evaluate the current ITIL processes that are within the scope of the role. This is with the intention of improving the effectiveness of overall delivery as part of a Service Improvement Plan.

Essential Duties and Responsibilities:

  • Create roadmap for ITIL
  • Process and policy creation
  • Ability to train others on processes
  • Metrics and Reporting
  • Lead the drive for ITIL adoption globally
  • Coordination of training on ITIL
  • Assist Process owners on improvement efforts
  • Create/Lead the Queue Management Process
  • Other duties as assigned



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Bachelor's degree (BA/BS) from four-year college or university and a minimum of 6 - 10 years of related experience and/or training, including 2-3 years of management level experience.
  • Requires 5+ years of experience in end user support
  • Expert Knowledge of ITIL disciplines
  • Excellent Leadership and People Skills
  • Strong Governance background

Certificates and/or Licenses

  • ITIL V3 Certification (V4 is a plus)

Communication Skills

  • Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.

Financial Knowledge

  • Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.
  • Reasoning Abilities
  • Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.

Other Skills and Abilities

  • ServiceNow experience preferred

Scope of Responsibility

  • Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.


Posted: 2019-10-18 Expires: 2019-12-17

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Sr. Service Delivery Manager

Richardson, TX 75080

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