[Hiring] Manager, Service Delivery Management @ZOLL Medical Corporation

Role Description

The Manager of Service Delivery Management, reporting to the Senior Manager of IT Service Management (ITSM), will lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives (Project "LITE"). This role serves as a key point of contact between the business and Global IT, providing clarity of requirements, effective prioritization, and consistent communication across both project-oriented and operational service work.

• Own and manage undefined, cross-departmental, or emerging IT requests defined as Project LITE.
• Serve as a primary liaison between business stakeholders and Global IT delivery and operations teams.
• Facilitate technical requirement gathering, impact assessments, and delivery planning, ensuring alignment with enterprise architecture and service standards.
• Ensure appropriate transition of Project LITE initiatives into steady-state operations, including service readiness, documentation, and ownership.
• Manage intermediate Service Delivery Managers (SDMs), ensuring consistent triage quality, service governance, and stakeholder engagement.
• Produce regular reporting on intake volume, pipeline health, delivery status, service performance, and risks for stakeholders and leadership.
• Provide strategic oversight of the technology pipeline in collaboration with Application portfolio Management, Project and Solutions Architecture teams.
• Apply ITIL-based service delivery practices to support incident, change, problem, and service request processes related to in-scope services.
• Partner with ServiceNow developers and process owners to automate, standardize, and continuously improve intake, triage, and service delivery workflows.
• Drive continual service improvement by identifying trends, bottlenecks, and opportunities across both Project LITE initiatives and operational services.

Qualifications

• 4-6 years of experience in IT Service Management, service delivery, or operational leadership roles.
• ITIL V4 Foundation certification required.

Requirements

• Experience in creating and implementing team/function/process development plans in alignment with evolving overall IT needs and IT Service Management delivery models.
• Proven ability to manage and optimize end-to-end intake and triage processes for undefined or cross-functional IT initiatives, while aligning with ITSM governance models.
• Ability to act as a liaison between business units and technical IT teams, translating business needs into actionable technical and service requirements.
• Ability to apply ITIL practices (incident, change, problem, service request, and service transition) pragmatically in a dynamic environment.
• Expertise in facilitating discovery sessions, impact assessments, risk evaluations, and delivery planning with diverse stakeholders.
• Excellent written and verbal communication skills, with the ability to deliver clear, concise, and actionable reporting to both technical and executive audiences.
• Extensive experience with ServiceNow or comparable enterprise ITSM platforms.
• Proven success managing high-impact initiatives and services, leading cross-functional teams, and supporting SLA and service performance objectives.
• Demonstrated ability to lead, mentor, and develop teams with strong communication and stakeholder engagement skills.
• Experience interfacing effectively with both technical and non-technical stakeholders at all organizational levels.

Benefits

• Annual salary range: $125,600.00 to $188,300.00.
• Eligible for an annual bonus in accordance with the company's bonus plan.
• Comprehensive benefits plans available at www.zollbenefits.com .