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About the Role

As a Service Delivery Manager, you will lead and optimize IT service desk operations for a key client engagement in Austin, Texas. The ideal candidate is a proven service delivery leader with deep service desk roots, a passion for continuous improvement, and the ability to build strong client relationships while driving team performance.

Responsibilities

• Serve as the primary point of contact for service delivery, owning the day-to-day operational health of the IT service desk
• Build and maintain strong client relationships, ensuring service levels, KPIs, and contractual obligations are consistently met or exceeded
• Lead, coach, and develop a team of service desk analysts and team leads, fostering a culture of accountability and continuous improvement
• Monitor and analyze performance metrics (FLR, AHT, CSAT, SLA/SLO compliance) and drive corrective action where needed
• Partner with internal stakeholders and client leadership on escalation management, capacity planning, and service improvement initiatives
• Champion shift-left strategies and self-service adoption to reduce ticket volume and improve end-user experience
• Oversee incident management processes, ensuring timely resolution and clear communication during major incidents
• Support workforce management, scheduling, and staffing decisions to meet volume demands and service targets
• Collaborate with the ITSM Center of Excellence to align on platform governance, ServiceNow workflows, and reporting standards
• Contribute to business reviews, reporting, and executive-level presentations on service performance

Requirements

• 5+ years of experience in IT service desk or end-user support operations
• 2+ years in a Service Delivery Management, Operations Manager, or Team Lead role
• Experience supporting public sector or enterprise clients
• Experience with contact center platforms (Talkdesk, Genesys, or similar)
• Demonstrated ability to manage client relationships in a managed services or outsourced IT environment
• Strong working knowledge of ITSM frameworks (ITIL v3 or v4 preferred)
• Experience with ticketing and ITSM platforms — ServiceNow experience strongly preferred
• Proven track record of driving measurable improvements in FLR, CSAT, or SLA performance
• Excellent communication, presentation, and stakeholder management skills
• Must be local to and able to work onsite 40% of the time in Austin, TX metro area
• ITIL Foundation certification (or higher) preferred
• Familiarity with AI-driven service desk tools, virtual agents, or automation technologies preferred
• HDI Support Center Manager (HDI-SCM) or similar certification preferred

Skills

• ITIL v3 or v4
• ServiceNow
• Talkdesk
• Genesys
• AI-driven service desk tools
• Virtual agents
• Automation technologies

Location

• Austin, TX

Work Type

• Hybrid
• Full time

Experience Level

• 5+ years of experience in IT service desk or end-user support operations
• 2+ years in a Service Delivery Management, Operations Manager, or Team Lead role

Education Level

• ITIL Foundation certification (or higher) preferred
• HDI Support Center Manager (HDI-SCM) or similar certification preferred

Salary/Compensations

• $115,000 - $125,000 per year

Benefits

• Medical, dental, and vision insurance
• 401k retirement account access
• Paid time off
• Paid sick leave
• Other paid time off as provided by applicable law

About the Company

• CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+.
• We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities.
• As a privately held company, we have the freedom and focus to do what is right—whatever it takes.
• Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Equal Opportunity

• Only work authorizations not requiring sponsorship now or in the future will be considered.