Job Information
Insight Global IT Service Delivery Manager in Washington, District Of Columbia
Job Description
We are seeking an experienced IT Service Delivery Manager with a strong customer-first mindset to lead efforts to improve customer experience across our frontline IT support operations, including Service Desk, and Deskside Floor Support. In this role, you will work closely with the Program Manager to enhance service consistency, help restore customer confidence by improving perception, elevating the consistency of ticket handling, and ensuring teams are aligned with SOPs, SLAs, and customer expectations. The role requires a mix of service empathy, operational rigor, and proactive quality assurance.
The ideal candidate will have a solid understanding of IT infrastructure and service management, coupled with a passion for delivering consistent, high-quality support experiences. You will play a key role in aligning service delivery with the evolving needs, perceptions, and expectations of our customers.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .
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Skills and Requirements
-Bachelors degree
-4+ years of IT service delivery management
-Strong understanding of IT infrastructure and service management principles
-Experience with SLA and SOP management
-Excellent project management and organizational skills
-Exceptional customer service and communication skills
-Ability to manage budgets and vendor relationships effectively
-Familiarity with ITIL and other relevant frameworks.
-Experience with ServiceNow workflows and automation
-Experience with NPS and CES metrics and SLA Management -ITIL
-PMP null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.