Manager Service Delivery Management (ITSM)

TL;DR

Manager, Service Delivery Management (ITSM): Leading and coordinating the intake, triage, and delivery of cross-functional IT initiatives with an accent on ITIL-based service governance and operational excellence. Focus on bridging the gap between business requirements and Global IT execution, ensuring the seamless transition of projects into steady-state operations.

Location: Must be based in or near Pawtucket, RI; Manchester, NH; Cumberland, RI; Boston, MA; Portland, ME; Providence, RI; Westchester, CT; Chelmsford, MA; Framingham, MA; Danbury, CT; Cranston, RI; or Stamford, CT

Salary: $125,600 – $188,300 per year

Company

A global medical device and software company dedicated to improving patient outcomes and saving lives through innovative cardiopulmonary and respiratory technologies.

What you will do

• Lead the intake, triage, and delivery planning for cross-departmental IT initiatives (Project LITE).
• Serve as the primary liaison between business stakeholders and Global IT delivery teams to ensure clear requirements and prioritization.
• Manage and mentor a team of Service Delivery Managers to maintain consistent governance and stakeholder engagement.
• Produce data-driven reporting on pipeline health, service performance, and risk management for leadership.
• Collaborate with ServiceNow developers to automate and standardize service delivery workflows.
• Oversee the transition of new initiatives into steady-state support, ensuring documentation and service readiness.

Requirements

• 5+ years of experience in IT Service Management, service delivery, or operational leadership.
• ITIL V4 Foundation certification required.
• Expertise in ITSM platforms, specifically ServiceNow or comparable enterprise systems.
• Proven ability to translate complex business needs into actionable technical and service requirements.
• Experience managing high-impact initiatives and leading cross-functional teams.
• Strong communication skills suitable for both technical and executive-level audiences.

Culture & Benefits

• Comprehensive benefits package available.
• Eligible for an annual bonus in accordance with company plans.
• Opportunity to contribute to life-saving medical technology in a fast-growing, innovative environment.
• Commitment to an inclusive workplace with equal opportunity for all applicants.