Senior IT Service Delivery Manager

Compensation & Location

📍 Location: Rosemead, CA

💲 Pay Range: $34.00 – $41.00/hour (based on experience and internal equity)

🕒 Schedule: Full-Time Contract | 18-Month Assignment

🏢 Work Type: Hybrid

Benefits: Health, Vision, Dental, Life Insurance, 401(k), Continuing & On-Demand Education

📍 Must be willing to work onsite in Rosemead, C

A❌ Sponsorship is NOT AVAILABLE for this rol

e‼️ ONLY W2 – NO CORP-to-CORP – NO 3rd Partie

s
Position Summa

ryWe are seeking an experienced Senior IT Service Delivery Manager to oversee day-to-day application support operations and third-party managed service providers (MSPs) supporting enterprise business application

s.
This is a hands-on operational leadership role responsible for ensuring high-quality IT service delivery by monitoring incident queues, service requests, SLA performance, operational KPIs, and application enhancements while coordinating across business stakeholders, development teams, QA teams, and external vendo

rs.
The ideal candidate has experience managing outsourced application support providers, driving operational accountability, coordinating minor application enhancements, resolving recurring production issues, and ensuring business-critical applications remain stable and relia

ble.
Key Responsibil

• itiesOversee daily application support activities performed by third-party managed service providers (M
• SPs).Monitor incident and service request queues to ensure timely resolution and SLA compli
• ance.Review operational dashboards, KPIs, and service health reports to identify trends, recurring issues, and opportunities for improve
• ment.Escalate missed SLAs, delayed deliverables, and operational risks while ensuring corrective actions are compl
• eted.Coordinate activities between business users, development teams, QA/testing teams, infrastructure teams, and external ven
• dors.Manage multiple application enhancements from requirements gathering through production deployment and post-production valida
• tion.Coordinate requirements clarification, solution development, testing, User Acceptance Testing (UAT), production implementation, and post-production verifica
• tion.Track enhancement milestones, development hours, resource capacity, priorities, and delivery sched
• ules.Facilitate operational meetings, status reviews, issue discussions, and stakeholder communicat
• ions.Drive accountability across internal teams and outsourced service providers to ensure timely execution of operational commitm
• ents.Perform recurring issue analysis, support root cause investigations, and ensure long-term corrective actions are impleme
• nted.Maintain project documentation, operational reports, dashboards, action-item logs, and executive status upd
• ates.Recommend improvements to operational processes, service delivery, and vendor perform

ance.
What You'll Be Work

• ing OnEnterprise Application S
• upportIT Service Management
• (ITSM)Incident & Service Request Mana
• gementMSP Performance Ove
• rsightSLA Monitoring & Escal
• ationsOperational KPI Rep
• ortingApplication Enhanc
• ementsUser Acceptance Testing
• (UAT)Root Cause An
• alysisService Delivery Impro
• vementBusiness & Vendor Coordi
• nationOperational Gove

rnance
Required Skills & Exp

• erienceMinimum 3+ years of experience in IT Service Management, Application Support, Service Delivery, Production Support, or similar operational IT
• roles.Experience managing incident and service request queues using ServiceNow, BMC Helix/Remedy, or similar ITSM pla
• tforms.Experience monitoring SLAs, operational metrics, and service perfo
• rmance.Experience managing or coordinating outsourced application support providers (MSPs) or third-party v
• endors.Experience coordinating application enhancements from requirements gathering through production implemen
• tation.Strong experience tracking multiple priorities, action items, owners, milestones, and due
• dates.Experience working closely with business users, development teams, QA/testing teams, and v
• endors.Strong analytical, organizational, communication, and problem-solving
• skills.Ability to manage multiple operational priorities in a fast-paced enterprise envir
• onment.Stable work h

istory.
Desire

• d SkillsExperience supporting enterprise application envir
• onments.Experience using BMC Helix/Remedy, ServiceNow, Jira, or comparable ITSM pl
• atforms.Experience building operational dashboards using Power BI o
• r Excel.Experience supporting regulated enterprise envir
• onments.Utility industry exp
• erience.SAP IS-U e
• xposure.Experience supporting outsourced application development and support organi