Job Description

Job Description

Job Description

Service Delivery Manager
Primary Skill : ITSM
Culver City CA
Type: Contract

Job Description :
Role Overview We are seeking an experienced Service Delivery Manager to lead service delivery and operations for global IT environment.
The ideal candidate will bring strong expertise in IT service management, stakeholder engagement, and managed services, with a proven track record of delivering high-quality outcomes in a fast-paced, global setting.
Key Responsibilities Oversee end-to-end service delivery and IT operations, ensuring alignment with Sonys ITSM processes and SLA expectations.
Manage and drive service performance, continuous improvement initiatives, and operational excellence.
Collaborate with cross-functional and global teams to ensure seamless service delivery.
Act as a primary point of contact for stakeholders, providing regular updates, reporting, and insights.
Lead incident, problem, and change management processes in alignment with ITIL practices.
Drive governance, reporting, and analytics using tools like ServiceNow, Jira, and advanced Excel.
Support project delivery and transition into steady-state managed services.
Ensure effective coordination between offshore and onshore teams, particularly with India-based teams.
Required Qualifications10+ years of IT experience in service delivery and operations.
ITIL v4 Certification (Mandatory)Strong understanding of Sonys ITSM processes and SLA frameworks.
Proven experience in service and project management within a Managed Services model.
Hands-on experience with tools such as ServiceNow and Jira .
Solid understanding of infrastructure operations, including Active Directory (AD), Okta, and cloud-based application development and maintenance.
Advanced skills in reporting and analytics using Excel.
Excellent analytical, problem-solving, and decision-making abilities.
Strong communication and stakeholder management skills, with the ability to represent global teams confidently.
Preferred Qualifications MP / PRINCE2 / Six Sigma certifications are advantageous.
Experience working with Sony global teams.
Background in the Media & Entertainment industry is highly preferred.
Experience working in offshore/onshore delivery models.

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