Service Delivery Manager / Project Manager

Job Title: Service Delivery Manager / Project Manager

Location: Onsite, Santa Monica, CA

Work authorization: US Citizen

Role Summary:

Responsible for overall service delivery, project coordination, SLA performance, reporting, stakeholder communication, and ensuring that the 24x7 service desk operates in accordance with project requirements.

Roles and Responsibilities:

• Manage overall service delivery and ensure compliance with contractual and SLA requirements.

• Coordinate service desk operations, staffing, schedules, and escalations.

• Act as the primary point of contact for City stakeholders.

• Monitor service performance, incidents, risks, and corrective actions.

• Prepare and present service reports and quarterly business reviews (QBRs).

• Coordinate onboarding, onsite immersion, knowledge transfer, and staff transitions.

• Ensure proper use of ServiceNow and adherence to documented processes.

Professional Experience:

• Experience managing IT service desk, IT support, or IT service delivery operations.

• Experience with SLA management, incident management, escalation handling, and stakeholder communication.

• Experience managing ITIL-aligned service desk operations in public-sector or complex enterprise environments

• practical understanding of ServiceNow operations; and the ability to coordinate teams

• Experience coordinating support teams and service reporting.

• Experience with ITSM tools, preferably ServiceNow.

Educational Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred, or equivalent relevant experience.

Certifications:

• ITIL Foundation or higher preferred.

• PMP or equivalent project/service management certification preferred.

• CLETS certification is required when providing frontline support for Police Department or City Attorney technology. 24x7_Service_Desk