IT Operations & Service Delivery Manager

 

Overview:

The IT Operations & Service Delivery Manager is responsible for coordinating and improving the daily delivery of IT services across Kuros' global operations. The role serves as the operational focal point for service performance, MSP coordination, ITSM processes, asset management, operational reporting, and compliance follow-up activities. Working closely with the VP Information Technology, CISO, Data Officer, MSP partners, and internal IT specialists, the position helps ensure that IT services are delivered consistently, efficiently, and in accordance with company policies and service expectations. The role supports operational governance, ensuring organizational standards and service expectations are consistently met. This is a full-time, hybrid position based in Alpharetta, GA.

Key Responsibilities: 

IT Service Delivery Management

• Monitor service delivery performance across all Kuros locations.
• Coordinate day-to-day interactions with MSP partners.
• Track service levels, KPIs, and operational performance metrics.
• Identify service improvement opportunities and drive follow-up actions.
• Prepare service review materials and operational dashboards for the VP Information Technology.
• Act as the primary operational contact for service-related matters.

MSP Performance Management

• Organize recurring operational meetings with MSP providers.
• Review ticket queues, aging incidents, and SLA performance.
• Follow up on action items and improvement initiatives.
• Escalate recurring performance concerns to the VP Information Technology.
• Coordinate operational activities between multiple vendors.

Change Management Administration

• Support the VP Information Technology in operating the Change Advisory Board (CAB).
• Maintain the change calendar.
• Coordinate CAB meetings.
• Ensure change requests are documented and reviewed.
• Collect risk assessments and implementation plans.
• Track approved changes and post-implementation reviews.
• Monitor change success metrics.

Incident Coordination & Follow-Up

• Support incident management activities and ensure effective follow-up.
• Track incidents and service disruptions.
• Coordinate investigative and corrective action activities.
• Maintain incident records and reporting.
• Facilitate root cause analysis sessions.
• Track completion of remediation plans.

IT Asset & Endpoint Management

Own operational processes related to:

• Hardware asset tracking
• Software asset inventories
• Device lifecycle coordination
• Endpoint compliance reporting
• Intune operational administration oversight
• License consumption reporting
• Coordinate asset procurement and refresh activities with internal stakeholders and MSP partners.

Operational Compliance Support

• Support compliance initiatives led by the VP Information Technology, CISO, and Data Officer.
• Coordinate evidence collection.
• Track audit actions.
• Follow up remediation activities.
• Maintain documented operational procedures.
• Monitor completion of assigned control activities.

ITSM Process Governance

Maintain and improve operational processes, including:

• Incident Management
• Request Management
• Knowledge Management
• Asset Management
• Change Management administration
• Drive adoption of standardized processes and service management best practices.

Operational Reporting

Prepare operational reporting including:

• SLA performance
• Ticket trends
• Service quality metrics
• Asset compliance status
• Open audit actions
• Vendor performance indicators
• Provide monthly and quarterly reports to the VP Information Technology.

Qualifications: 

• Education:  
  • Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Technology, or related field, required.
  • ITIL Foundation or ITIL 4 certification, preferred.
  • Microsoft 365, Azure, or Intune certifications, preferred.
• Experience:  
  • Minimum 4-6 years of IT operations and/or service delivery experience.
  • Experience working with MSP-managed environments.
  • Experience with ITSM processes and service reporting.
  • Experience in a regulated industry (medical device, life sciences, pharmaceutical, healthcare, or manufacturing preferred).
  • Experience in Microsoft-centric environments (Microsoft 365, Entra ID, Intune, Azure).

Travel Requirement:

• Ability to travel domestic and international