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Itsm Service Delivery Manager Jobs (NOW HIRING)

MSP Hire, Inc.

MSP Service Delivery Manager

San Diego, CA · On-site

$120K - $150K/yr

You've spent at least 2 years directly leading or managing technical people. You understand the realities of MSP service delivery: SLAs, ticket flow, competing priorities, escalations, documentation ...

MSP Hire, Inc.

MSP Service Delivery Manager

San Diego, CA · On-site

$120K - $150K/yr

You've spent at least 2 years directly leading or managing technical people. You understand the realities of MSP service delivery: SLAs, ticket flow, competing priorities, escalations, documentation ...

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Itsm Service Delivery Manager information

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$93.9K

$160.5K

How much do itsm service delivery manager jobs pay per year?

As of Sep 9, 2026, the average yearly pay for itsm service delivery manager in the United States is $93,940.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,000.00 and $128,000.00 per year, depending on experience, location, and employer.

What is an ITSM Service Delivery Manager?

An ITSM Service Delivery Manager is a professional responsible for overseeing the delivery of IT services within an organization, ensuring that these services meet agreed-upon standards and client expectations. They manage service processes, coordinate teams, handle incidents and service requests, and work to continually improve service quality. Their role often involves liaising between technical teams and business stakeholders to ensure alignment with organizational goals. They also monitor service performance, address issues proactively, and implement best practices derived from IT Service Management (ITSM) frameworks such as ITIL.

How does an ITSM Service Delivery Manager typically collaborate with other departments to ensure seamless IT service delivery?

An ITSM Service Delivery Manager works closely with various departments, such as IT operations, support teams, business units, and vendors, to coordinate and maintain high-quality IT services. This involves regular meetings to review service performance, managing service level agreements (SLAs), and facilitating communication between technical experts and business stakeholders. By fostering strong cross-functional relationships, the manager ensures that IT services align with organizational goals and user needs. Effective collaboration is key to proactively identifying potential issues, streamlining processes, and driving continuous improvement in service delivery.

What are the key skills and qualifications needed to thrive as an ITSM Service Delivery Manager, and why are they important?

To thrive as an ITSM Service Delivery Manager, you need a solid understanding of ITIL frameworks, service management processes, and experience in IT operations, often supported by a bachelor's degree in IT or related fields. Familiarity with ITSM tools like ServiceNow or BMC Remedy and certifications such as ITIL Foundation are commonly expected. Strong leadership, problem-solving abilities, and excellent stakeholder communication skills help set outstanding managers apart. These competencies are vital for ensuring efficient service delivery, maintaining SLA compliance, and fostering positive client relationships.

What is the difference between Itsm Service Delivery Manager vs Itsm Service Desk Analyst?

AspectItsm Service Delivery ManagerItsm Service Desk Analyst
CertificationsITIL, Service Management certificationsITIL Foundation, Service Desk certifications
Work EnvironmentOversees service delivery, manages teams, strategic planningHandles user requests, incident resolution, daily support tasks
Employer & Industry UsageIT service providers, large organizationsHelp desks, IT support centers, corporate IT departments

The Itsm Service Delivery Manager focuses on managing and improving IT service delivery processes, overseeing teams, and ensuring client satisfaction. In contrast, the Itsm Service Desk Analyst primarily handles day-to-day user support, incident management, and troubleshooting. While both roles require ITIL knowledge and customer service skills, the Service Delivery Manager has a broader strategic and managerial scope, whereas the Service Desk Analyst is more operational and support-focused.

What cities are hiring for Itsm Service Delivery Manager jobs?

Cities with the most Itsm Service Delivery Manager job openings:

What states have the most Itsm Service Delivery Manager jobs?

States with the most job openings for Itsm Service Delivery Manager jobs include:

What are popular job titles related to Itsm Service Delivery Manager jobs?

For Itsm Service Delivery Manager jobs, the most frequently searched job titles are:

Infographic showing various Itsm Service Delivery Manager job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $93,940 per year, or $45.2 per hour.

Service Delivery Manager - Remote - USA

San Antonio, TX • On-site, Remote

FullStack Labs
IT Services • 11 - 50 employees
Learn more about FullStack Labsexternal

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 12 days ago

Job description

About FullStack
FullStack is your AI-native engineering partner, built to turn AI capability into certainty. Most companies can demo AI; few can get it to production and prove what it produced. We close that gap with three capabilities, AI built into your products from the start, elite vetted talent who apply it, and transparent execution that shows value every step of the way. With now over 600 customers in North America, FullStack is one integrated partner for all your AI engineering needs. With FullStack, you move forward with confidence.
We're most proud of:
  • Offering life-changing career opportunities to talented software professionals across the Americas.
  • Building highly-skilled software development teams for hundreds of the world's greatest companies.
  • Having delivered hundreds of successful custom software solutions, which have positively impacted the lives and careers of millions of users.
  • Our 4.1-star rating on GlassDoor.
  • Our client Net Promoter Score of 68, twice the industry average.

The Position
We are looking for a hands-on, service-minded Delivery Manager to own the enterprise application support and BAU (business-as-usual) enhancement engagement for a global agricultural science client's R&D IT organization. This is not a build-from-zero software program. It is a live operations engagement spanning three connected workstreams: a consolidated Level 1 service desk that acts as the single point of contact for triage, basic troubleshooting, and service requests; domain-aligned Level 2 specialists across six application portfolios who take L1 escalations and drive complex resolution; and a stream of low-risk minor enhancements delivered by that same L2 team alongside the ticket queue. Our teams are folded into the client's existing support model and interface directly with their internal Level 3 engineering, product, and platform teams.
You are the escalation path above the Project Manager and the person accountable when a priority-one incident lands, when an SLA is at risk, when a staffing or billing issue arises, or when the client identifies a gap in our delivery. You own the client relationship from executive sponsor and procurement through to tactical application and business unit managers, you own engagement financials and SOW compliance, and you own the people: staffing decisions, coverage, performance, and retention across a team distributed between the United States and Colombia working US Eastern hours.
What We Are Looking For
  • 8+ Years in Delivery Leadership, Including Managed Services: Track record as a Delivery Manager, Engagement Manager, or Service Delivery Manager owning an application support, service desk, or managed services engagement, not solely project or product delivery.
  • Contractual SLA Ownership: Direct experience owning SLAs written into a client contract: negotiating targets, defending measurement definitions, reporting attainment, and handling the commercial consequences of a miss.
  • ITSM Operating Fluency: Working command of incident, problem, request, and change management in ServiceNow, Jira Service Management, or equivalent, including P1 through P4 triage, queue and backlog management, major incident process, RCA (root-cause-analysis) discipline, and knowledge management.
  • Dual-Mode Delivery Cadence: Comfortable running a ticket-driven operations queue and a sprint-based enhancement backlog at the same time, with the Agile and Jira fluency to keep both measurable and visible.
  • Distributed and Nearshore Team Leadership: Experience leading teams split across the United States and LATAM, or comparable distributed models, aligned to a client time zone, including shift coverage and cross-cultural people management.
  • Commercial and Financial Ownership: Comfortable owning engagement financials under a fixed-fee structure: capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
  • Transition and Takeover Experience: Has taken over support scope from an outgoing vendor or an internal team, ideally under a compressed knowledge transfer window with a hard cutover date.
  • Multi-Level Communication: Able to run a budget and progress review with a client sponsor and de-escalate a difficult conversation with a frustrated application owner on the same day, in fluent professional English. Spanish is an advantage for leading Colombia-based team members.
  • Scientific or R&D Application Exposure (Preferred): Familiarity supporting laboratory, genomics, data platform, or other scientific and regulated enterprise applications. Not required, but it shortens ramp time considerably.

What We Offer
  • Competitive Salary.
  • Paid Time Off (vacation, sick leave, parental leave, and holidays).
  • 100% remote work.
  • The ability to work with leading startups and Fortune 500 companies.
  • Health, dental, and vision insurance.
  • 401(k) w/ 4% match.
  • Ample opportunity for career advancement.
  • Continuing education opportunities.

FullStack is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
Learn more about our Applicants Privacy Notice .
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About FullStack Labs

Sourced by ZipRecruiter

FullStack Labs is the fastest-growing software consultancy in the Americas. We help organizations like Uber, GoDaddy, MGM, Siemens, Stanford University, and the State of California, build distributed software development teams, and deliver transformational digital solutions. As an employee-first company, we focus on hiring the most talented software designers and developers in the western hemisphere, by creating a positive, respectful, and supportive work environment where they can achieve their greatest potential.

Industry

It services

Company size

11 - 50 Employees

Headquarters location

Sacramento, CA, US

Year founded

2013

Social media

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