IT Service Delivery Manager

WorkNomads is on the hunt for a  IT Service Delivery Manager to join our team!

Who We Are:

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.
- Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.

- Diversity celebrated — 40+ nationalities, 4 continents, one team.
- Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.

Your mission at WorkNomads:

Service Delivery:
- Manage service delivery against agreed SLAs, KPIs, and operational targets.
- Coordinate cross-functional delivery teams across multiple technology domains.
- Act as the primary contact for Operations Managers and account stakeholders.
- Own the operational health of all IT services supporting the account.
- Ensure business-critical systems remain available, reliable, secure, and performant.
- Coordinate incident response, service restoration, and communication during critical issues.
- Lead operational reviews and drive continual service improvement initiatives.
- Manage operational risks, mitigation plans and escalations through resolution.

Technical Ops Project Management:
- Understand system architecture, integrations, and dependencies between platforms.
- Review and coordinate the resolution of complex technical issues.
- Support infrastructure, application, and integration improvements.
- Manage multiple concurrent technology and process improvement projects.
- Manage engineering teams and external vendors on enhancements and issue resolution.
- Facilitate project planning workshops and stakeholder meetings.
- Track milestones, dependencies, budgets, risks, and resource allocation.
- Ensure projects are delivered on time, within scope, and aligned with business priorities.
- Drive user adoption through effective communication, documentation, and training.
- Conduct post-implementation reviews to measure outcomes against expected benefits and identify lessons learned.
- Maintain a roadmap of continuous improvement initiatives and recommend priorities based on business impact and ROI.

Leadership:
- Lead geographically distributed technical teams.
- Mentor engineers and technical support staff.
- Conduct performance reviews and coaching.
- Manage workforce planning and capacity management.
- Change management