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Service Delivery Operations Manager Jobs in Illinois

Life Fitness

Service Operations Manager

Rosemont, IL · Hybrid

As a global leader in fitness innovation, we design and deliver high-performance, reliable solutions that empower people around the world to live healthier lives. The Service Operations Manager leads ...

Alma Lasers

Service Operations Manager

Buffalo Grove, IL · On-site

$115K - $150K/yr

Service Operations Manager Location: Onsite Reports to: Director, Service Salary Range: $115,000 ... This role is accountable for delivering exceptional customer experiences, ensuring timely and ...

icon Mechanical

Service Operations Manager

Granite City, IL · On-site

$125K - $145K/yr

... deliver projects on time and within budget. Primary responsibilities for icon's Operations Manager include: * Overseeing daily HVAC service, maintenance, and installation operations to ensure safety ...

FUCHS

Field Service Operations Manager

Harvey, IL · On-site

$115K - $125K/yr

We deliver efficient lubrication solutions with unconditional reliability, allowing our customers ... The Operations Manager plays a vital role in driving the execution of FUCHS digital and service ...

Quality Truck & Equipment Co

Be Seen First

Service Operations Manager

Bloomington, IL · On-site

Service Operations Manager Quality Truck & Equipment Co. - Bloomington, Illinois Lead Growth. Drive Results. Build Something Bigger. Quality Truck & Equipment Co. is seeking an experienced, results ...

Essence Community Care

Operations Manager

Chicago, IL · On-site

Position: Operations Manager Employment Type: Contract-to-Hire Reports To: VP of Operations ... Monitor program capacity, workflow distribution, productivity, and service delivery requirements.

Avid Health at Home

Operations Manager

Springfield, IL · On-site

$65K - $75K/yr

Description Avid Health at Home delivers exceptional personalized in-home care services by hiring ... We are hiring an Operations Manager for our Springfield, IL Office. This will be a new branch ...

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All JobsService Delivery Operations JobsService Delivery Operations Manager JobsService Delivery Operations Manager Jobs in Illinois

Service Delivery Operations Manager information

What is the difference between Service Delivery Operations Manager vs Service Desk Manager?

AspectService Delivery Operations ManagerService Desk Manager
Primary FocusOverseeing end-to-end service delivery and client satisfactionManaging service desk team and incident resolution
ResponsibilitiesEnsuring service quality, process improvement, client communicationStaff management, ticket handling, escalation management
Work EnvironmentCross-departmental, client-facing, strategicHelp desk, technical support, operational
Common CertificationsITIL, PMP, Service Management certificationsITIL, HDI, technical support certifications

The Service Delivery Operations Manager focuses on overall service quality and client satisfaction across multiple teams, while the Service Desk Manager concentrates on managing the help desk team and resolving technical issues. Both roles require ITIL and service management certifications but differ in scope and strategic involvement.

Is a service delivery operations manager a high paying job?

A service delivery operations manager typically earns a competitive salary that varies by industry, location, and experience level. These roles often include management responsibilities, process optimization, and client coordination, which can contribute to higher compensation compared to entry-level positions.

What does a service delivery operations manager do?

A service delivery operations manager oversees the delivery of services to clients, ensuring quality, efficiency, and customer satisfaction. They coordinate between teams, manage processes, monitor performance metrics, and implement improvements to meet organizational goals, often using tools like service management software. Strong leadership, communication skills, and understanding of service standards are essential in this role.

What cities in Illinois are hiring for Service Delivery Operations Manager jobs?

Cities in Illinois with the most Service Delivery Operations Manager job openings:

Service Delivery Operations Manager jobs near you
Infographic showing various Service Delivery Operations Manager job openings in Illinois as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 21% Part Time, and 2% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution.

Operations Manager

Warrenville, IL • On-site

Software Guidance & Assistance
Health Care and Social Assistance • 51 - 200 employees
Learn more about Software Guidance & Assistanceexternal

Other

Re-posted 6 days ago

Job description

Software Guidance & Assistance, Inc., (SGA), is searching for an Operations Manager for a remote opportunity with one of our premier clients.
Position Summary
The Operations Manager is responsible for overseeing the performance and delivery of Application Managed Services (AMS) providers and strategic vendor partners. This role serves as the primary liaison between business stakeholders, IT leadership, and external managed service providers to ensure high-quality service delivery, adherence to Service Level Agreements (SLAs), timely issue resolution, and continuous operational improvement. The ideal candidate has experience managing global delivery teams, driving governance, overseeing vendor performance, and leading operational reporting while partnering with project teams to support strategic initiatives.
Key Responsibilities
Application Managed Services (AMS) Leadership
  • Serve as the primary point of contact for Application Managed Services (AMS) vendors.
  • Manage the day-to-day operational relationship with managed service providers.
  • Ensure consistent delivery of application support services across multiple business applications.
  • Monitor application support performance and drive continuous service improvements.
  • Oversee transition activities between project implementation and AMS support.
Vendor Management
  • Build and maintain strong relationships with strategic technology vendors and managed service partners.
  • Hold vendors accountable for contractual commitments, deliverables, and service expectations.
  • Conduct regular vendor performance reviews and recommend improvement plans when necessary.
  • Track vendor KPIs, SLAs, and operational metrics.
  • Collaborate with Procurement and Legal teams regarding Statements of Work (SOWs), contract renewals, and vendor performance.
Incident, Queue & Escalation Management
  • Manage production support queues and ensure timely triage and assignment of incidents.
  • Monitor aging invoicing/tickets and "On Hold " work items to ensure appropriate follow-up and resolution.
  • Drive prioritization of incidents based on business impact.
  • Lead major incident communications and executive escalations.
  • Identify recurring issues and coordinate root cause analysis and permanent corrective actions.
SLA & Operational Performance
  • Monitor and enforce Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key performance indicators.
  • Develop action plans to improve SLA compliance and operational efficiency.
  • Analyze trends related to incident volumes, response times, resolution times, and backlog management.
  • Ensure service delivery meets agreed-upon performance targets.
Governance & Reporting
  • Lead monthly operational governance meetings with vendors and business stakeholders.
  • Prepare executive-level dashboards and operational scorecards.
  • Present monthly service delivery metrics, SLA performance, backlog trends, aging reports, and continuous improvement initiatives.
  • Produce weekly and monthly operational reporting for IT leadership.
  • Track risks, issues, action items, and vendor commitments.
Offshore Team Management
  • Coordinate work across offshore, nearshore, and onshore support teams.
  • Facilitate communication between global delivery teams and business stakeholders.
  • Ensure work is appropriately distributed and executed across time zones.
  • Foster collaboration and knowledge sharing across geographically dispersed teams.
Project Management & Continuous Improvement
  • Partner with Project Managers to support application implementations, upgrades, and transition-to-support activities.
  • Coordinate operational readiness activities for new projects.
  • Manage project risks, dependencies, and cross-functional deliverables.
  • Drive process improvement initiatives using ITIL best practices.
  • Identify opportunities for automation, efficiency gains, and cost optimization.

Required Qualifications
  • Bachelor's degree in Information Technology, Business, Computer Science, or related field (or equivalent experience).
  • 7+ years of experience in IT Operations, Application Support, Vendor Management, or Service Delivery.
  • 5+ years managing Application Managed Services (AMS) providers.
  • Experience managing third-party managed service partnerships.
  • Strong experience with vendor governance and performance management.
  • Demonstrated experience managing support queues, ticket backlogs, and aging incidents.
  • Experience driving SLA compliance and operational excellence.
  • Experience preparing executive dashboards and operational reporting.
  • Strong project coordination or project management experience.
  • Experience leading meetings with senior business and IT stakeholders.
  • Experience working with offshore and global delivery teams.

Preferred Qualifications
  • Experience supporting ERP, CRM, or enterprise applications (SAP, Oracle, Microsoft Dynamics 365, Salesforce, JD Edwards, etc.)
  • Experience with ServiceNow or other ITSM platforms
  • Experience in manufacturing

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

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