ENGAGEMENT TYPE & DURATION: Contract | 6 Months (Likelihood of Extension)
WORK MODE: Onsite
TIME ZONE: EST
EXPERIENCE: 7-12 Years
Role Overview
We are looking for a Technical Project Manager / Service Delivery Manager to oversee a managed support engagement spanning Infrastructure & Endpoints, Identity & Access Management (IAM), and Enterprise Applications (Jira ecosystem).
This role is accountable for end-to-end service delivery, ensuring SLA adherence, operational excellence, and continuous improvement across all support streams.
The ideal candidate is technically fluent (not hands-on), operationally strong, and highly proactive in managing cross-functional support teams.
Key Responsibilities
Service Delivery & Operations
- Own and manage day-to-day delivery across all service areas (300 tickets/month)
- Track and ensure adherence to SLAs, response/resolution times, and service quality
- Manage ticket queues, backlog, prioritization, and escalation handling
- Run daily/weekly operational reviews and service governance cadences
Cross-Functional Team Leadership
- Coordinate across Infrastructure, IAM, and Jira/Application support teams
- Ensure clear ownership, accountability, and workload distribution
- Act as the first point of escalation for delivery issues
Technical Oversight (Non-Hands-On)
- Maintain working knowledge of:
o Endpoint & platform support (Intune, Mac management, virtualization)
o IAM systems (Okta, Active Directory, Microsoft 365)
o Jira & ITSM workflows (Jira Software, Jira Service Management)
- Challenge solutions, validate approaches, and ensure quality outcomes
- Identify recurring issues and drive root cause analysis (RCA)
Stakeholder Management
- Act as the primary interface for client stakeholders
- Translate technical issues into business impact and clear communication
- Provide regular reporting on performance, risks, and improvements
Governance & Continuous Improvement
- Drive process maturity, documentation, and audit readiness
- Identify trends and implement automation / optimization opportunities
- Improve service efficiency, reduce repeat incidents, and enhance user experience
Required Qualifications & Experience
- 510 years of experience in IT Service Delivery / Technical Project Management
- Proven experience managing managed services or support-based engagements
- Strong understanding of IT operations, ticketing systems, and SLA-driven environments
- Exposure to at least 2 of the 3 domains:
o Infrastructure / Endpoint Management
o Identity & Access Management
o Enterprise Applications (Jira / ITSM tools)
- Experience managing cross-functional technical teams
Key Skills & Competencies
- Strong operational ownership mindset (not just reporting)
- Ability to understand and question technical workstreams
- Excellent stakeholder communication and escalation management
- Data-driven approach to tracking performance and driving improvements
- Structured thinking and ability to manage high-volume support environments
Good to Have
- ITIL certification or familiarity with ITIL practices
- Experience with tools like Jira Service Management or similar ITSM platforms
- Exposure to automation / process optimization initiatives
What Success Looks Like
- SLAs consistently met or exceeded
- Reduction in repeat incidents and improved resolution times
- Clear visibility and reporting across all service areas
- High stakeholder satisfaction and smooth escalation handling
- Well-structured, scalable support processes
Important Note
This is not a coordination-only role. We are looking for someone who can actively own delivery, challenge the team, and drive outcomes, while being comfortable operating in a technical support environment.
