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Industry: Information Technology / Public Safety Software

Position Overview

We are seeking an experienced IT Service Delivery Manager to establish, implement, and improve service delivery operations for a public safety software organization.

This individual will be responsible for developing a structured IT service management (ITSM) framework that improves how customer issues and service requests are received, tracked, prioritized, escalated, and resolved. The successful candidate will take a hands-on approach to building standardized support processes, implementing service management tools, establishing performance metrics, and ensuring consistent service delivery across the organization.

Working closely with company leadership, technical support teams, subject matter experts, development partners, and enterprise technology stakeholders, this individual will help create a scalable service delivery model while maintaining continuity of existing customer support operations.

This is an excellent opportunity for an IT service management professional who has experience building or transforming service delivery functions, improving operational processes, and driving measurable improvements in customer experience.

IT Service Delivery & Operations

Assess existing IT service delivery and customer support processes to identify operational gaps and opportunities for improvement.

Develop and implement a standardized service delivery model with centralized intake channels and consistent incident management procedures.

Establish service catalogs, ticket categories, severity levels, triage procedures, escalation paths, and service ownership guidelines.

Define service-level expectations, response targets, incident handling procedures, and customer communication standards.

Ensure consistent tracking and resolution of customer incidents and service requests.

ITSM Tools & Process Implementation

Evaluate, select, configure, and implement appropriate IT service management and ticketing platforms.

Establish centralized ticket management processes to capture customer requests received through phone and email.

Develop and maintain operational documentation, including service runbooks, knowledge base articles, escalation procedures, and support workflows.

Establish processes for incident communications, release notifications, and ongoing service updates.

Support the adoption of new tools and processes across the service delivery team.

Performance Management & Reporting

Define and establish key service delivery performance indicators (KPIs), including ticket volume, first response times, resolution times, backlog aging, escalations, and service-level performance.

Develop dashboards and reporting processes to monitor service performance and identify operational improvement opportunities.

Establish recurring service reviews with leadership and stakeholders to evaluate performance, address issues, and track improvement initiatives.

Use operational data and performance trends to recommend enhancements to service delivery processes.

Systems Integration & Data Management

Partner with the central platform team to incorporate customer support data and service performance metrics into Meridian, the organization's global product and technology information system.

Define data requirements, including ticket fields, customer and product relationships, data quality standards, and reporting requirements.

Develop repeatable processes for data uploads or system integrations.

Coordinate data validation and ongoing reporting to ensure accurate and consistent information is maintained.

Stakeholder Management & Operational Transition

Collaborate with leadership, technical teams, development partners, and subject matter experts to establish service delivery expectations and operational ownership.

Train support personnel on new service management processes, tools, and reporting procedures.

Provide hands-on operational support during the initial implementation and transition period.

Deliver documented processes, tool administration guidance, reporting procedures, and a prioritized roadmap for continued service improvement.

Proven experience in IT Service Delivery Management, IT Service Management (ITSM), or IT Operations.

Demonstrated experience establishing, implementing, or improving service delivery and support operations.

Hands-on experience with ITSM platforms, ticketing systems, and service management tools.

Strong understanding of incident management, problem management, request management, triage, and escalation procedures.

Experience defining and monitoring service-level agreements (SLAs), operational KPIs, and service performance metrics.

Experience developing service management documentation, runbooks, knowledge bases, and standardized operational procedures.

Strong stakeholder management and customer communication skills.

Experience working with cross-functional technical teams and business leadership.

Ability to independently drive process improvements, manage competing priorities, and deliver results within established timelines.

Experience supporting public safety, emergency response, or other mission-critical software applications.

Background working with police, fire, ambulance, emergency services, or computer-aided dispatch (CAD) platforms.

Familiarity with ITIL frameworks and service management best practices.

Experience implementing or improving service management functions within a software or SaaS

GCS is acting as an Employment Business in relation to this vacancy.