Manager, IT Service Delivery

Job not on LinkedIn

🔥 29 minutes ago

🌲 North Carolina, Maryland – Remote

🌲 North Carolina – Remote 🦀 Maryland – Remote

💵 $108.5k - $155k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💻 IT Support

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Foundation Finance Company LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

🛍️ eCommerce

Finance • Fintech • eCommerce

Foundation Finance Company LLC is a financial services provider specializing in both prime and subprime installment and revolving credit financing for dealers and retailers across various industries, including home improvement, roofing, siding, HVAC, and more. The company focuses on enabling businesses to close more sales and enhance their profitability through consumer financing solutions. Foundation Finance Company also purchases and services retail financing portfolios, contributing to its comprehensive service offering in the financing sector.

📋 Description

• Lead the IT Service Delivery function within IT Operations • Direct and manage the Service Delivery team, including hiring, goal-setting, workload allocation, performance management reviews (PMRs), coaching, mentoring, career development • Manage execution of the Transition to Service framework and operating model playbooks for all new and changed IT services • Validate that support documentation, runbooks, monitoring, alerting, SLAs, and escalation procedures are complete and tested before service acceptance • Oversee service delivery activities for services within scope, including SLA/KPI monitoring • Support Major Incident Management processes and drive closure of action items resulting from post-incident and problem reviews • Monitor and manage vendor and MSP performance against contractual SLAs, SOW commitments, and delivery metrics • Maintain service dashboards, KPI/SLA reporting, and stakeholder-facing service review materials • Identify and implement opportunities to improve service reliability, supportability, and efficiency

🎯 Requirements

• H.S. Diploma or General Education Degree (GED) with 10+ years of relevant experience • 6+ years of experience in IT operations, service delivery, or service management • 2+ years of direct people-leadership or team-lead experience (formal supervision, coaching, performance management) • 3+ years of experience with IT Service Transition, operational readiness, or ITSM process ownership (Incident, Request, Change, Problem) • 3+ years of experience with ServiceNow or comparable ITSM platform • 2+ years of experience managing or coordinating vendor/MSP performance against SLAs • Working knowledge of ITIL/ITSM frameworks (Service Transition, Service Operation, Continual Service Improvement) • Demonstrated ability to lead, coach, and develop a small team of individual contributors • Strong organizational, prioritization, and stakeholder communication skills across business, IT, and vendor audiences • Ability to translate operational strategy into tactical plans and manage team execution to defined KPIs and SLAs • Sound judgment and ability to make operational decisions within established policies and defined scope

🏖️ Benefits

• medical / dental / vision / prescription coverage • employee wellness resources • savings plans (401k and ESPP) • paid time off & paid parental leave benefits • disability benefits