IT Service Delivery Manager 3 (Commerce IT)

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Job Description

Full Time| Monday-Friday 8:00AM-4:30PM| 100% Onsite

Weekly Earned Wage Access is an option for this position. 

Job Purpose or Objective(s): The Service Delivery Manager 3 oversees a portfolio of maintenance and KTLO initiatives, ensuring consistent execution, financial governance, and alignment with business priorities. This role serves as a key partner to senior business stakeholders, BRMs, BSAs, technical leadership, and vendors while providing guidance and oversight to Service Delivery Managers.

Primary Tasks

  • Oversee delivery of multiple maintenance and KTLO initiatives across a defined portfolio, ensuring alignment with business priorities, service commitments, operational objectives, standards, governance, and controls.
  • Establish delivery plans, sequencing, and priorities across concurrent initiatives and workstreams to optimize resource utilization and minimize service disruption.
  • Provide delivery leadership and guidance to junior Service Delivery Managers, supporting effective execution, risk management, and issue resolution.
  • Manage vendor relationships and performance across the portfolio, including escalation and resolution of delivery risks and issues.
  • Own portfolio-level budget planning, requisition strategy, forecasting, and financial tracking to ensure fiscal discipline and transparency.
  • Partner closely with BRMs and business leaders to understand operational needs, business impact, and service expectations.
  • Collaborate with BSAs and technical leaders to assess system impacts, dependencies, delivery complexity, and operational readiness.
  • Proactively identify portfolio-level risks, dependencies, and service impacts and drive mitigation strategies.
  • Lead continuous improvement initiatives to enhance service delivery effectiveness, efficiency, and reliability.
  • Performs other duties as assigned.

Job Requirements

  • Bachelor's degree in a technical or business-related field or equivalent combination of education and related work experience
  • 6+ years of relevant experience in IT service delivery, operational delivery, or technology operations
  • Strong knowledge or experience with a field related to the end user group supported (Health, Government, Commerce, Gaming, Finance, Legal, or HR)
  • Willingness and ability to train and mentor junior-level associates
  • Interest in obtaining ITIL, PMP, CBAP, PMI-PBA, Six Sigma, or equivalent within 1 year of onboarding
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