Job Description

The Talent Source has partnered with a rapidly growing private equity-backed infrastructure services organization in the search for an experienced IT Service Delivery Manager.

This organization supports 1,800+ end users across multiple operating companies and locations, and continuing to grow aggressively through mergers and acquisitions.

This is a highly visible role reporting directly to the CIO and will serve as the primary leader responsible for managing the operational relationship with a strategic Managed Service Provider (MSP), driving enterprise-wide service quality, governance, and IT operational excellence.

What You’ll Own:

• MSP governance and operational oversight across Service Desk, Security, Cloud, Network, Workplace Services, and ITSM

• SLA/KPI management including CSAT, P1 response, resolution metrics, and ticket aging

• Weekly governance reviews, Monthly Business Reviews (MBRs), QBRs, and CAB leadership

• Major Incident Management coordination and executive communications

• ITSM process discipline, reporting, trend analysis, and service improvement initiatives

• M&A integration support including onboarding, migration governance, and BAU transition

• Vendor and contract oversight including MSA/SOW management and invoice validation

• Executive-level reporting for CIO and leadership stakeholders

What We’re Looking For:

? 8+ years of IT Service Delivery / IT Operations experience

? 3+ years managing outsourced MSP relationships from the client side

? Experience supporting 1,500+ enterprise users across distributed environments

? Strong ITSM and SLA governance background

? Experience with Jira Service Management, Intune, Microsoft 365, Entra ID, and Azure

? Commercial/vendor management experience with consumption-based service models

? Strong executive communication and stakeholder management skills

Preferred:

• ITIL v4 Certification

• PMP or Program Management credentials

• Experience in PE-backed, acquisition-driven organizations

• Familiarity with SentinelOne, Rapid7, Checkpoint Harmony, and Cato Networks

What’s Offered:

• Competitive base salary + annual bonus

• Comprehensive medical, dental & vision coverage

• 401(k) with company match

• PTO + paid holidays

• Hybrid work flexibility

• Direct exposure to executive leadership and enterprise IT strategy

• Certification and professional development support

If you are interested in learning more — or know someone who may be a strong fit — please reach out directly or apply today.

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