IT Service Delivery Manager (Consulting)

TL;DR

IT Service Delivery Manager (Consulting): Leading a global Tier 2 IT support organization to deliver high-quality endpoint and office technology support with an accent on operational excellence, service metrics, and stakeholder partnership. Focus on driving continuous service improvement, standardizing global support processes, and enabling technology adoption across a geographically distributed consulting firm.

Location: Must be based in the U.S. with legal right to work without sponsorship; role involves up to 25% travel and operates in a hybrid office/remote environment.

Salary: $130,000–$180,000

Company

A global consulting firm combining academic credentials with business expertise to address complex challenges in economics, disputes, and investigations.

What you will do

• Lead and develop a global Tier 2 IT support organization across multiple regions and time zones.
• Establish global service delivery standards, operating procedures, and performance metrics.
• Partner with infrastructure, cybersecurity, and PMO teams to ensure seamless end-to-end support.
• Serve as a trusted technology advisor to consulting practices and executive stakeholders.
• Drive continuous service improvement (CSI) initiatives to enhance efficiency and user experience.
• Oversee technology roadmap planning and support for workplace modernization and AI initiatives.

Requirements

• Must be based in the U.S. and authorized to work without company sponsorship.
• Bachelor’s degree in IT, Computer Science, or related field.
• 8–15+ years of progressive IT experience with 5+ years in a leadership role.
• Proven experience managing geographically dispersed teams across multiple countries.
• Strong understanding of ITIL principles and experience with ServiceNow.
• Expertise in Microsoft 365, endpoint management, and enterprise workplace technologies.

Nice to have

• Leadership experience within a global professional services or law firm.
• ITIL Foundation or Managing Professional certification.
• Experience with AI-enabled support solutions and digital workplace transformation.
• ServiceNow administration or implementation background.

Culture & Benefits

• Focus on agility, connectivity, and interdisciplinary collaboration.
• Opportunity to work with industry experts and leading-edge data scientists.
• Commitment to professional development and career pathways.
• Equal opportunity employer with a diverse and inclusive culture.