remote
IT Service Delivery Manager - Berkeley Research Group
Program Manager
Leads a global Tier 2 support organization, overseeing endpoint devices, office technology, and user services while coordinating with infrastructure, cybersecurity, and business stakeholders to ensure consistent, high‑quality IT service delivery.
About the role
Key Responsibilities
- Direct and mentor a geographically dispersed Tier 2 support team across 50 offices, ensuring consistent service quality and adherence to SLAs.
- Act as the primary liaison between end‑user support, infrastructure, cybersecurity, workplace technology, and business units to align service delivery with organizational goals.
- Implement and maintain ITIL‑based processes for incident, problem, and change management, driving continuous improvement and root‑cause analysis.
- Oversee endpoint device lifecycle management, including provisioning, imaging, patching, and retirement, while ensuring security compliance.
- Manage vendor relationships and contracts for hardware, software, and third‑party support services, optimizing cost and performance.
- Develop and report on service metrics, dashboards, and performance trends to senior leadership.
Requirements
- 5+ years of experience managing Tier 2/3 IT support operations in a global, multi‑site environment.
- Strong knowledge of ITIL frameworks and proven experience implementing ITSM tools (e.g., ServiceNow, Jira Service Management).
- Demonstrated leadership skills with the ability to coach, develop, and motivate distributed teams.
- Hands‑on expertise in endpoint management (Windows/macOS), device imaging, and security patching.
- Excellent communication and stakeholder management skills, with a track record of effective vendor negotiation.