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IT Service Delivery Manager

Job Id
Job Type
Regular, Full time
1 ABC Parkway
Beloit, WI 53511
32 days ago

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Job Description

ABC Supply is the nation’s largest wholesale distributor of exterior and interior building products.

ABC Supply is proud to be an employee-first company. In fact, we have won the Gallup Great Workplace Award every year since its inception in 2007, and Glassdoor has named us one of the best places to work in the country. Be part of a company that recognizes your talents, rewards your efforts, and helps you reach your full potential. At ABC Supply, we have YOUR future covered.

As a Service Delivery Manager, you will be responsible for supervising service delivery of applications to clients, ensuring it meets their needs, maintaining quality and performance standards, and upholding SLA requirements. As SDM, you will be tasked with promptly reporting incidents affecting managed applications and actively monitoring application performance to identify potential service failures. This position offers a hybrid schedule once fully trained.

Essential Duties and Responsibilities:

  • Monitoring and managing applications.
  • Manages identifications and mitigations of service risks and issues.
  • Identifies areas where continual improvement can be applied, oversees implementation of resulting changes and measures the level of improvement.
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
  • Developing a deep understanding of projects to gain insights into the scope of service delivery.
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
  • Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
  • Making sure that anti-virus updates and patches are applied effectively and efficiently.
  • Other duties as assigned


  • A bachelor’s degree in computer sciences, business administration, or a relevant field or equivalent experience.
  • Minimum 7 years of relevant professional experience (i.e ITSM, Project Management, Information Technology (IT) Support, Customer Relationship Management (CRM), Customer Success Management (CSM), Operations Management) preferred.
  • Experience working with fast-paced, high-growth organizations preferred.
  • PMP, Agile Certification, or equivalent experience will be a plus.
  • Strong leadership and organizational skills
  • Considerable experience with relationship management and interpersonal business development.
  • Proven track record delivering transformative outcomes via service innovation and delivery.
  • Exceptional customer-facing skills, executive presence, and ability to navigate all levels of organizational hierarchy.
  • In-depth knowledge of escalation procedures, incident management, Change Management and other disciplines related to service delivery.
  • Strong organizational skills.
  • Ability to manage and prioritize tasks efficiently.
  • Solid interpersonal and problem-solving skills
  • Excellent verbal and written communication skills.
  • Experience in people management and leadership preferred.

Physical Demands/Work Environment/Travel Requirements:

  • Physical demands:  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, and hear; the employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
  • Work environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually moderate.
  • Travel required:  as required.

Benefits may include:

  • Health, dental, and vision coverage - eligible after 60 days, low out of pocket
  • 401(k) with generous company match - eligible after 60 days, immediately vested
  • Employer paid employee assistance program
  • Employer paid short term and long term disability
  • Employer paid life insurance
  • Flex spending
  • Paid vacation
  • Paid sick days
  • Paid holidays

Equal Opportunity Employer / Drug Free Workplace

ABC Supply values diversity and we actively encourage women, minorities, and veterans to apply.

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