IT Service Delivery Manager

About the role

WorkNomads is seeking an experienced IT Service Delivery Manager to lead the delivery and operational health of critical IT services for a global, remote‑first organization. You will act as the main liaison between operations, engineering, and business stakeholders to ensure services meet agreed SLAs and performance targets.

Key responsibilities

• Manage service delivery against SLAs, KPIs, and operational targets.
• Coordinate cross‑functional delivery teams across multiple technology domains.
• Own the operational health of all IT services, ensuring availability, reliability, security, and performance.
• Lead incident response, service restoration, and communication during critical issues.
• Drive continual service improvement, operational reviews, and risk mitigation.
• Oversee technical project management, including architecture understanding, issue resolution, and vendor coordination.
• Facilitate project planning, track milestones, budgets, risks, and resource allocation.
• Lead geographically distributed technical teams, mentor engineers, and manage performance reviews.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Systems or equivalent practical experience.
• 7+ years of experience in IT Service Delivery, Technical Operations, or IT Operations Management.
• Proven track record managing technology improvement initiatives or cross‑functional IT projects from planning through implementation.
• Experience supporting business‑critical, customer‑facing SaaS applications such as CRM, ERP, and Contact Center platforms.

Required skills

• CRM platforms
• ERP systems
• Contact Center solutions

What we offer

• Opportunity to work in a diverse, global team spanning 40+ nationalities.
• Continuous growth through challenging projects, community events, and professional development.
• Remote‑first work environment with flexibility to live and work across borders.