[Hiring] Senior Manager of IT Service Delivery @Insight

Role Description

As a Senior Manager of IT Service Delivery at Insight, you will lead the day-to-day delivery and continuous improvement of internal IT services that enable teammates to do their best work. You will partner closely with End-user Computing, Core and Collaboration, and IT Operations teams to drive operational excellence across incident, request, problem, and change management while improving service health, user experience, and governance.

• Own and continuously improve IT service delivery processes and ensure alignment to ITIL best practices
• Partner with End-user Computing to enhance endpoint support and lifecycle activities including provisioning, patching, software distribution, and asset refresh
• Serve as the primary escalation point for high-impact incidents, leading cross-functional response, communication, and resolution
• Support Core and Collaboration services by driving service health reviews, operational rhythms, and adoption insights
• Manage service performance through KPIs and SLAs, including MTTR, backlog health, CSAT, and first-contact resolution, and deliver executive-ready reporting
• Coordinate with IT Operations on monitoring, on-call readiness, major incident management, and post-incident reviews
• Coach and enable support teams through playbooks, knowledge management, and continuous improvement initiatives
• Facilitate stakeholder engagement to capture pain points, align priorities, and ensure service roadmaps reflect employee needs
• Partner with HR, Security, and IT teams to support onboarding, offboarding, access provisioning, and device readiness

Qualifications

• 5+ years of experience in IT service delivery, IT operations, or service management in an enterprise environment
• Hands-on experience with ITSM tools and workflows with ServiceNow required
• Strong working knowledge of ITIL practices with experience driving governance and continuous improvement
• Experience supporting End-user Computing and workplace technologies including Windows and macOS environments
• Familiarity with collaboration platforms such as Microsoft 365, Teams, Slack, Zoom, or Google Workspace
• Strong communication skills with the ability to provide clear and effective service communications
• Ability to participate in on-call rotations including occasional after-hours support for major incidents

Requirements

• ITIL certification or equivalent service management training (preferred)
• Experience with endpoint management or identity platforms such as Intune, Jamf, SCCM, Entra ID, or Okta (preferred)
• Understanding of access control concepts including RBAC and least privilege (preferred)
• Experience building dashboards and reporting with tools like Power BI and leading service review processes (preferred)

Benefits

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year
• Access to 11 thriving and diverse Teammate Resource Groups
• Core values of Hunger, Heart, and Harmony, guiding relationships with teammates, partners, and clients