Senior Manager of IT Service Delivery

Requisition Number: 104732 Sr Mgr IT Service Delivery Location: You will have the flexibility to work fully remote (based on business needs) Salary: $140-150k Insight at a Glance 14,000+ engaged teammates globally $8.2 billion in revenue in 2025 Certified as a Great Place to Work in 9 countries Fortune 500 company Recognized with multiple industry and partner awards annually Now is the time to bring your expertise to Insight. We are a people-first solutions integrator focused on unlocking the power of people and technology to drive transformation. With deep capabilities across cloud, data, AI, cybersecurity, and intelligent edge, we help organizations navigate complex IT decisions and deliver meaningful outcomes. About the role As a Senior Manager of IT Service Delivery at Insight, you will lead the day-to-day delivery and continuous improvement of internal IT services that enable teammates to do their best work. You will partner closely with End-user Computing, Core and Collaboration, and IT Operations teams to drive operational excellence across incident, request, problem, and change management while improving service health, user experience, and governance. You may provide some or all of the following: Own and continuously improve IT service delivery processes and ensure alignment to ITIL best practices Partner with End-user Computing to enhance endpoint support and lifecycle activities including provisioning, patching, software distribution, and asset refresh Serve as the primary escalation point for high-impact incidents, leading cross-functional response, communication, and resolution Support Core and Collaboration services by driving service health reviews, operational rhythms, and adoption insights Manage service performance through KPIs and SLAs, including MTTR, backlog health, CSAT, and first-contact resolution, and deliver executive-ready reporting Coordinate with IT Operations on monitoring, on-call readiness, major incident management, and post-incident reviews Coach and enable support teams through playbooks, knowledge management, and continuous improvement initiatives Facilitate stakeholder engagement to capture pain points, align priorities, and ensure service roadmaps reflect employee needs Partner with HR, Security, and IT teams to support onboarding, offboarding, access provisioning, and device readiness Be AmbITious This role offers strong growth potential across service management leadership, IT operations, and platform-focused tracks. Success is defined by improving user experience, strengthening operational performance, and establishing scalable governance and continuous improvement practices. What we’re looking for 5+ years of experience in IT service delivery, IT operations, or service management in an enterprise environment Hands-on experience with ITSM tools and workflows with ServiceNow required Strong working knowledge of ITIL practices with experience driving governance and continuous improvement Experience supporting End-user Computing and workplace technologies including Windows and macOS environments Familiarity with collaboration platforms such as Microsoft 365, Teams, Slack, Zoom, or Google Workspace Strong communication skills with the ability to provide clear and effective service communications Ability to participate in on-call rotations including occasional after-hours support for major incidents Preferred qualifications ITIL certification or equivalent service management training Experience with endpoint management or identity platforms such as Intune, Jamf, SCCM, Entra ID, or Okta Understanding of access control concepts including RBAC and least privilege Experience building dashboards and reporting with tools like Power BI and leading service review processe What you can expect We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. Access to 11 thriving and diverse Teammate Resource Groups But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities. Join us today, your ambITious journey starts here. Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process. At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you! Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired. The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here. Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. Posting Notes: Chandler || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || US - Chandler,AZ || Apply To This Job