Position Overview:
The IT Service Delivery Manager oversees the delivery of all managed IT services, ensuring that CCRPC’s technology infrastructure operates reliably, securely, and efficiently. This role combines technical leadership with strategic planning, service coordination, and stakeholder communication. The ideal candidate will have strong project management skills, experience leading IT teams, and the ability to align technology initiatives with organizational goals.
Key Responsibilities:
- Manage daily operations of IT services, including network, server, desktop, security, and backup support.
- Oversee help desk functions, ticket management, escalation processes, and SLA adherence.
- Coordinate on-site and remote technical resources to ensure optimal performance and user satisfaction.
- Lead initial technology assessments and recommend improvements to system efficiency, capacity, and reliability.
- Plan and oversee major upgrades, system redesigns, and technology transitions.
- Advise CCRPC leadership on future hardware/software procurement and infrastructure enhancements.
- Develop and track service-level metrics (e.g., uptime, response times, resolution rates).
- Provide monthly reports on IT performance, security incidents, and recommendations for improvement.
- Conduct regular meetings with CCRPC leadership to review IT performance and strategic initiatives.
- Ensure adherence to cybersecurity policies, data encryption standards, and HIPAA requirements.
- Oversee security audits, risk assessments, and incident response processes.
- Serve as primary liaison between CCRPC and external technology vendors.
- Manage contract deliverables, documentation, and transition planning at contract completion.
- Oversee onboarding of new vendors and ensure smooth hand-off during vendor transitions.
- Ensure rapid (within 4 hours) response for high-priority issues and emergency situations.
- Plan and manage after-hours maintenance with minimal disruption to daily operations.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, Project Management, or related field.
- 5+ years of experience managing IT service delivery or infrastructure projects, preferably in public sector or multi-site environments.
- Strong understanding of network, server, and security technologies.
- Proven ability to develop and track SLAs, KPIs, and service-level reporting.
- Experience with strategic IT planning, budgeting, and vendor management.
- Certifications such as ITIL Foundation, PMP, or CISM/CISSP are highly desirable.
Key Competencies:
- Strong leadership and team management skills
- Excellent communication and stakeholder engagement abilities
- Strategic thinker with a problem-solving mindset
- High level of professionalism and commitment to service excellence
- Ability to work under pressure and meet tight deadlines
Job Type: Contract
Pay: $65.00 - $75.00 per hour
Expected hours: 40 per week
Application Question(s):
- Email address and Phone number if not included in the resume
Education:
Experience:
- Government IT: 4 years (Required)
- IT support: 8 years (Required)
Work Location: In person
