Manager, Service Delivery Management

🕒 July 20

🦌 Connecticut, New Hampshire, +5 more states – Remote

🦌 Connecticut – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote

💵 $125.6k - $188.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 36%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ZOLL Medical Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🎖️ Defense

📦 Logistics

Healthcare • Defense • Logistics

ZOLL Medical Corporation is a prominent manufacturer of medical devices and related software solutions, dedicated to empowering healthcare professionals, emergency responders, and military personnel to deliver life-saving care and improve patient outcomes. The company provides advanced products such as automated external defibrillators (AEDs), monitors, defibrillators, automated CPR machines, ventilators, and more, alongside an array of software solutions that enhance the performance of healthcare and emergency services. ZOLL is committed to innovation in areas like cardiac resuscitation, temperature management, and sleep apnea, while also offering comprehensive training and support services to ensure optimal utilization of its devices. Proudly supporting communities with tools that enhance public and non-acute care, ZOLL aids in every moment of response and rescue, affirming its mission to aid in saving lives.

📋 Description

• Lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives defined as Project LITE • Serve as the primary liaison between business stakeholders and Global IT delivery and operations teams • Facilitate technical requirement gathering, impact assessments, and delivery planning • Ensure Project LITE initiatives transition appropriately into steady-state operations with service readiness, documentation, and ownership • Directly lead and manage the Service Delivery Team • Manage intermediate Service Delivery Managers, ensuring triage quality, service governance, and stakeholder engagement • Oversee a portion of the Global IT technology pipeline • Produce reporting on intake volume, pipeline health, delivery status, service performance, and risks • Provide strategic oversight of the technology pipeline with Application Portfolio Management, Project, and Solutions Architecture teams • Apply ITIL-based practices to incident, change, problem, and service request processes • Partner with ServiceNow developers and process owners to automate and improve intake, triage, and service delivery workflows • Drive continual service improvement by identifying trends, bottlenecks, and opportunities across Project LITE initiatives and operational services • Use ITSM data to support data-driven business decision-making

🎯 Requirements

• 5+ years of experience in IT Service Management, service delivery, or operational leadership roles • ITIL V4 Foundation certification required • Experience creating and implementing team, function, or process development plans • Experience managing and optimizing end-to-end intake and triage processes for undefined or cross-functional IT initiatives • Ability to liaise between business units and technical IT teams • Ability to translate business needs into actionable technical and service requirements • Ability to manage stakeholder expectations and balance competing priorities • Ability to apply ITIL practices covering incident, change, problem, service request, and service transition • Expertise facilitating discovery sessions, impact assessments, risk evaluations, and delivery planning • Excellent written and verbal communication skills • Extensive experience with ServiceNow or comparable enterprise ITSM platforms • Proven success managing high-impact initiatives and services, leading cross-functional teams, and supporting SLA and service performance objectives • Ability to lead, mentor, and develop teams • Experience interfacing with technical and non-technical stakeholders at all organizational levels • Must not require ZOLL immigration sponsorship now or in the future

🏖️ Benefits

• Annual bonus in accordance with the company's bonus plan • Comprehensive benefits plans • Remote work arrangement for eligible locations • Reasonable accommodations in compliance with the Americans with Disabilities Act of 1990

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