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 to lead enterprise IT service governance across a highly distributed North American operating environment.
This organization supports 1,800+ users across multiple operating companies and is experiencing aggressive growth through acquisitions and operational transformation initiatives. Reporting into Infrastructure Leadership, this is a highly visible role responsible for owning the strategic operational relationship with a newly established Managed Service Provider (MSP) while driving enterprise-wide IT service quality, governance maturity, operational accountability, and end-user experience.
This role is ideal for a service delivery leader who thrives in fast-paced PE-backed environments and understands how to balance operational execution, vendor accountability, ITSM process maturity, and business partnership across distributed operating companies.
Key Responsibilities
• Serve as the primary client-side operational leader and escalation point for the MSP relationship across Service Desk, Workplace Services, Cloud Operations, Network, Disaster Recovery, and ITSM governance
• Own SLA/KPI performance management including P1 response, ticket aging, resolution metrics, CSAT, and operational reporting
• Lead recurring governance cadences including weekly operational reviews, Monthly Business Reviews (MBRs), executive reviews, and Change Advisory Board (CAB) processes
• Partner with the MSP to mature ITSM processes including Incident, Change, Problem, Access, Request Fulfillment, and Event Management
• Lead enterprise-side Major Incident Management coordination, executive communications, and post-incident reviews
• Support multi-wave operating company migrations and M&A integration efforts including knowledge transfer, runbooks, communications, and BAU transition planning
• Maintain oversight of MSP contractual obligations including MSA/SOW governance, amendments, invoice validation, and consumption-based commercial models
• Drive ITSM reporting quality, trend analysis, service optimization, and executive-level operational reporting
• Partner cross-functionally with business stakeholders across operations, HR, finance, and corporate leadership to prioritize service improvements and operational initiatives
Required Qualifications
? 8+ years of progressive IT Service Delivery or IT Operations experience
? 3+ years owning MSP/vendor relationships from the client side
? Proven experience supporting enterprise environments with 1,500+ distributed users across multiple sites or operating companies
? Strong understanding of ITIL/ITSM operational governance and service management disciplines
? Experience with Jira Service Management and modern ITSM tooling
? Familiarity with Microsoft cloud technologies including M365, Entra ID, Azure, Active Directory, and endpoint management platforms such as NinjaOne
? Ability to assess technical root cause explanations and effectively challenge vendor recommendations when needed
? Strong commercial/vendor governance experience including SOWs, SLAs, and consumption-based billing models
? Executive-level written and verbal communication skills
Preferred Qualifications
• ITIL v4 Practitioner or Managing Professional certification
• Experience in private equity-backed or acquisition-driven organizations
• Experience building or operationalizing MBR/QBR governance models with MSP providers
• Background in infrastructure, industrial services, construction, utilities, or distributed workforce environments
• Familiarity with enterprise security and SASE platforms including SentinelOne, Rapid7, Checkpoint Harmony, and Cato Networks
What’s Offered
• Competitive base salary + annual bonus
• Comprehensive medical, dental & vision benefits
• 401(k) with company match
• PTO + paid holidays
• Hybrid/remote flexibility
• High visibility with executive leadership
• Opportunity to help shape enterprise IT operations during a period of rapid growth and transformation
• Certification reimbursement and professional development support
If you are interested in learning more — or know someone who may be a strong fit — please reach out directly.
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