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Director of IT Service Delivery
Career Insights for IT Operations / Networking Manager
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Scorecard
Based on New Jersey data
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What they do
An IT Operations or Networking Manager manages networking and IT operations of an organization. Projects may include initiatives to create new products or improve or expand technology or systems. Identifies project requirements, develops and manages project budgets and schedules, leads project teams, and manages communications with project stakeholders, including company management and clients.
$129,605 / year median in New Jersey
-9% projected decline
Job Description
Bachelor's degree in Information Technology, Computer Science, or related field. 15+ years of experience in a large-scale IT environment 8+ years of experience in IT operations / Service Delivery or similar roles, with at least 5 years in a leadership capacity. Proven experience implementing and managing ITIL best practices, including Incident, Problem, Change and Service Request management. Demonstrated ability to lead and manage IT Service Desk and Service Delivery teams across multiple locations, ensuring superior end-user support and service quality. Demonstrated ability to operate as an escalation leader during high‑severity, real‑time business incidents. Experience defining strategies to optimize operational efficiency and align with business objectives. Proficiency in collaborating with vendors, partners, and internal stakeholders to manage SLAs, negotiate contracts and meet service delivery goals. Experience in establishing KPIs, analyzing performance metrics, and implementing continuous improvement initiatives for service management processes. Demonstrated experience as an owner or product lead for the ServiceNow platform, driving ITSM process maturity and operational outcomes Experience partnering with development teams to deliver ServiceNow enhancements at enterprise or retail scale Proven experience managing global MSPs and offshore delivery teams Experience supporting large-scale retail environments (1000+ stores preferred) Hands-on leadership of 24x7 operations, command centers, and service desks Experience with retail peak readiness and blackout management Excellent leadership, communication, and team management skills. Experience with building and managing 24/7 operational teams. Ability to manage multiple priorities in a fast-paced, dynamic environment.