Manager, Service Delivery

This position sits within our IT Infrastructure division, which handles the combined set of software, hardware, networks, and facilities used to develop, test, deliver, monitor, control, or support IT Services.  

The Opportunity

As the Manger of Service Delivery, you will lead a high-performing team responsible for providing exceptional IT support for offices located in Cincinnati and Atlanta, as well as a large remote workforce. This role is pivotal in driving operational excellence, standardizing service delivery processes, and embracing modern technologies—including AI and automation—to enhance the customer experience and empower the team to work smarter.

You will oversee all service requests, incidents, and problems, ensuring seamless communication, timely resolution, and adherence to service level agreements. You’ll also play a key role in evolving our service desk operations by identifying trends, optimizing workflows, and implementing best practices. Leveraging data insights, you will drive strategic decision-making and proactively address recurring issues. Additionally, you will foster a culture of continuous improvement and innovation by mentoring team members, championing new technologies, and collaborating cross-functionally to enhance the overall user experience.

What You’ll Be Doing

• Oversee end-to-end service delivery operations, ensuring high-quality support for all incidents, service requests, and problem management.
• Lead and mentor a team of service desk and support professionals, fostering a culture of accountability, collaboration, development and continuous improvement.
• Continuously lead and manage ongoing company-wide and individualized performance management and learning/development initiatives for each Service Delivery team member. Including Success Plans, regular 1:1 progress check-in, development conversations, goal setting/tracking, career pathing, and learning and leadership opportunities.
• Monitor service performance against SLAs and KPIs, using data-driven insights to identify trends and drive operational excellence.
• Act as the primary escalation point for critical service issues, ensuring timely resolution and effective communication with stakeholders.
• In Office Responsibilities:
  • Oversee the support and performance of conference room technologies to ensure a seamless user experience.
  • Coordinate with third-party vendors for quarterly townhall setup, ensuring alignment with IT and business needs.
  • Partner with facilities and other internal teams to ensure smooth execution of in-office technology operations.
• Collaborate with IT leadership and cross-functional teams to align service delivery with business goals and evolving technology needs.
• Lead AI: Drive the adoption and integration of AI technologies within Service Delivery projects, ensuring that AI-driven features and functionalities are seamlessly incorporated to enhance product performance and user experience.
• Mentor AI best practices: Provide guidance and mentorship to team members on the effective use of AI tools and frameworks, fostering a culture of innovation and continuous improvement in AI applications.
• Develop and maintain service delivery processes, documentation, and standards in line with company best practices.
• Drive initiatives to improve customer satisfaction, streamline workflows, and enhance the overall user experience.
• Manage vendor relationships and third-party service providers to ensure consistent and reliable service delivery.
• Oversee system upgrades, patching, and implementation of security enhancements.
• Stay up to date with emerging technologies and best practices to drive system improvements and continuously seek out opportunities to innovate.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform.

What You Bring to the Team

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• 5+ years of experience in IT Service Management or Service Delivery, including people leadership.
• Strong technical background in managing enterprise-level IT systems and operating environments (Windows, Linux).
• Proven ability to lead high-performing teams and cultivate a culture of accountability, innovation, and continuous improvement.
• Exceptional communication, leadership, and interpersonal skills with a strong customer service mindset.
• Analytical thinker with the ability to interpret performance data, identify trends, and drive operational improvements.
• Experience implementing or supporting AI and automation technologies within IT operations is a plus
• Proficiency with ITSM tools (preferably Jira Service Management).
• Skilled at managing competing priorities in a fast-paced, evolving environment.

Physical Demands and Work Environment

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods of time. Visual acuity is required to perform activities close to the eyes.

• This position is required to be onsite at our headquarters location in Norwood, Ohio.

• The physical demand of this position require the ability to lift and transport equipment or materials up to 50 pounds.

E-Verify Statement 

ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security. 

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