IT Service Delivery Manager

Bridgewater Township, NJ Hybrid

Full-time $135,000.00 - $150,000.00

Posted 06/02/2025

IT Service Delivery Manager - ITSM background - Global company

Compensation - up to $150,000 base depending on experience plus a 14% bonus

Hybrid work week 3 days onsite - must be onsite for 5 days a week for the first 3 months, transitioning to 4 days onsite and ultimately 3 days onsite

Position Overview
The IT Service Delivery Manager will oversee the operations and IT service management processes (this is not helpdesk) within the organization, ensuring the delivery of high-quality IT services to meet the needs of the business. This role is responsible for managing service level agreements (SLAs) and implementing ITSM frameworks to optimize service delivery and support. The global day to day ITSM operations will be managed by this individual.

Key Responsibilities

Develop and implement IT service management processes and practices in alignment with the organization's goals.
Manage service level agreements (SLAs) to ensure that IT services meet the required performance standards.
Oversee incident management, problem management, and change management processes to enhance service quality.
Collaborate with cross-functional teams to ensure seamless integration and operation of IT services.
Monitor and report on service performance metrics, identifying areas for improvement and implementing corrective actions.
Ensure compliance with industry regulations and standards specific to the pharmaceutical sector.
Provide leadership and guidance to the IT service team, fostering a culture of continuous improvement and customer service excellence.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
7+ years in the IT industry, with some of those years in the pharmaceutical industry.
3+ years of proven experience in IT Service Management (ITSM) within the pharmaceutical industry.
Experience with ServiceNow is a plus.
Strong knowledge of service level agreements (SLAs) and their application in IT service delivery.
Global experience is a huge plus.
Excellent problem-solving and analytical skills, with a focus on continuous improvement.
Effective communication and interpersonal skills, with the ability to work collaboratively across departments.

Benefits

Medical, Dental, Vision
PTO, Holiday
401K

For this position you must be currently authorized to work in the United States. We do not sponsor for this position.

Additional ways to apply

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Employees will receive paid leave to the extent required by state or local law. This job was first posted by CyberCoders on 06/02/2025 and applications will be accepted on an ongoing basis until the position is filled or closed.

CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please contact a member of our Human Resources team to make arrangements.

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