IT Service Delivery Manager

WorkNomads is on the hunt for a IT Service Delivery Manager to join our team!   Who We Are: We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country. • Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.

• Diversity celebrated — 40+ nationalities, 4 continents, one team. • Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.

  Your mission at WorkNomads: Service Delivery: • Manage service delivery against agreed SLAs, KPIs, and operational targets. • Coordinate cross-functional delivery teams across multiple technology domains. • Act as the primary contact for Operations Managers and account stakeholders. • Own the operational health of all IT services supporting the account. • Ensure business-critical systems remain available, reliable, secure, and performant. • Coordinate incident response, service restoration, and communication during critical issues. • Lead operational reviews and drive continual service improvement initiatives. • Manage operational risks, mitigation plans and escalations through resolution.

  Technical Ops Project Management: • Understand system architecture, integrations, and dependencies between platforms. • Review and coordinate the resolution of complex technical issues. • Support infrastructure, application, and integration improvements. • Manage multiple concurrent technology and process improvement projects. • Manage engineering teams and external vendors on enhancements and issue resolution. • Facilitate project planning workshops and stakeholder meetings. • Track milestones, dependencies, budgets, risks, and resource allocation. • Ensure projects are delivered on time, within scope, and aligned with business priorities. • Drive user adoption through effective communication, documentation, and training. • Conduct post-implementation reviews to measure outcomes against expected benefits and identify lessons learned. • Maintain a roadmap of continuous improvement initiatives and recommend priorities based on business impact and ROI.

  Leadership: • Lead geographically distributed technical teams. • Mentor engineers and technical support staff. • Conduct performance reviews and coaching. • Manage workforce planning and capacity management. • Change management