Overview Location:

Remote (CST or EST timezone only)

Job Type:

Full Time /

Contract Work Authorization:

No Sponsorship The A.C.Coy company has an immediate opening for an IT Service Management Delivery Manager. Ideal candidates must have 5+ years of experience with ServiceNow Service Management (ITSM/ITAM). Experience managing day-to-day tactical operations of a service management organization and providing oversight of a managed service provider. Responsibilities Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectations Provide governance and operational oversight of the Managed Service Provider (MSP), monitoring performance, service quality and compliance with established standards and SLAs Resolve escalated service management issues that extend beyond standard Service Desk capabilities, coordinating cross-functional teams to drive effective outcomes Direct and support Service Desk transformation initiatives, including automation and AI-driven solutions, by removing operational obstacles, aligning stakeholders, and providing guidance to project managers responsible for execution Champion the end-user and customer experience by addressing service concerns, managing VIP and executive escalations, and ensuring the Service Desk interactions meet expectations for responsiveness and quality Identify operational bottlenecks and implement process improvements to enhance service efficiency, customer satisfaction and overall Service Desk performance Act as a strategic liaison between business stakeholders, IT leadership, and service delivery teams to ensure services align with organizational priorities and business needs Lead the day-to-day operations of the Service Management organization, ensuring efficient service delivery, operational stability, and adherence to service-level expectation

Qualifications Education:

Bachelor's degree or equivalent work experience

Experience Required:

ServiceDesk management experience for a global organization

• 5+ years Service Now platform experience (specifically:

ITSM/ITAM

)

• 5+ years Project management
• 5+ years ServiceDesk oversight of a managed service provider
• 5+ years