Service Delivery Manager

Primary Skill : ITSM

Culver City CA

Type: Contract

Job Description :

· Role Overview We are seeking an experienced Service Delivery Manager to lead service delivery and operations for global IT environment.

· The ideal candidate will bring strong expertise in IT service management, stakeholder engagement, and managed services, with a proven track record of delivering high-quality outcomes in a fast-paced, global setting.

· Key Responsibilities Oversee end-to-end service delivery and IT operations, ensuring alignment with Sony’s ITSM processes and SLA expectations.

· Manage and drive service performance, continuous improvement initiatives, and operational excellence.

· Collaborate with cross-functional and global teams to ensure seamless service delivery.

· Act as a primary point of contact for stakeholders, providing regular updates, reporting, and insights.

· Lead incident, problem, and change management processes in alignment with ITIL practices.

· Drive governance, reporting, and analytics using tools like ServiceNow, Jira, and advanced Excel.

· Support project delivery and transition into steady-state managed services.

· Ensure effective coordination between offshore and onshore teams, particularly with India-based teams.

· Required Qualifications10+ years of IT experience in service delivery and operations.

· ITIL v4 Certification (Mandatory)Strong understanding of Sony’s ITSM processes and SLA frameworks.

· Proven experience in service and project management within a Managed Services model.

· Hands-on experience with tools such as ServiceNow and Jira.

· Solid understanding of infrastructure operations, including Active Directory (AD), Okta, and cloud-based application development and maintenance.

· Advanced skills in reporting and analytics using Excel.

· Excellent analytical, problem-solving, and decision-making abilities.

· Strong communication and stakeholder management skills, with the ability to represent global teams confidently.

· Preferred Qualifications MP / PRINCE2 / Six Sigma certifications are advantageous.

· Experience working with Sony global teams.

· Background in the Media & Entertainment industry is highly preferred.

· Experience working in offshore/onshore delivery models.