Manager, Service Delivery Management
ZOLL Medical Corporation
Summary
The Manager of Service Delivery Management, reporting to the Senior Manager of IT Service Management (ITSM), will lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives (Project "LITE"), while also ensuring alignment with established ITIL-based Service Delivery Management practices. This role serves as a key point of contact between the business and Global IT, providing clarity of requirements, effective prioritization, and consistent communication across both project-oriented and operational service work.
Job description
The role will require the Service Delivery Manager to directly lead & manage the Service Delivery Team, oversee a portion of the Global IT technology pipeline, ensuring that Project LITE initiatives are appropriately assessed, prioritized, and transitioned into delivery or operational support, while maintaining service health, governance, and continual improvement standards.
Essential Functions
- Own and manage undefined, cross-departmental, or emerging IT requests defined as Project LITE.
- Serve as a primary liaison between business stakeholders and Global IT delivery and operations teams.
- Facilitate technical requirement gathering, impact assessments, and delivery planning, ensuring alignment with enterprise architecture and service standards.
- Ensure appropriate transition of Project LITE initiatives into steady-state operations, including service readiness, documentation, and ownership.
- Manage intermediate Service Delivery Managers (SDMs), ensuring consistent triage quality, service governance, and stakeholder engagement.
- Produce regular reporting on intake volume, pipeline health, delivery status, service performance, and risks for stakeholders and leadership.
- Provide strategic oversight of the technology pipeline in collaboration with Application portfolio Management, Project and Solutions Architecture teams.
- Apply ITIL-based service delivery practices to support incident, change, problem, and service request processes related to in-scope services.
- Partner with ServiceNow developers and process owners to automate, standardize, and continuously improve intake, triage, and service delivery workflows.
- Drive continual service improvement by identifying trends, bottlenecks, and opportunities across both Project LITE initiatives and operational services.
Required/Preferred Education and Experience
- 5+ years of experience in IT Service Management, service delivery, or operational leadership roles.
- ITIL V4 Foundation certification required.
Knowledge, Skills and Abilities
- Planning & Prioritization: Experience in creating and implementing team/function/process development plans in alignment with evolving overall IT needs and IT Service Management delivery models.
- Intake & Triage Management: Proven ability to manage and optimize end-to-end intake and triage processes for undefined or cross-functional IT initiatives, while aligning with ITSM governance models.
- Cross-Functional Collaboration: Be able to act as a liaison between business units and technical IT teams, translating business needs into actionable technical and service requirements while managing stakeholder expectations, balancing competing priorities, and delivering reliable, value-driven IT services.
- ITIL-Based Service Delivery Management: The ability to apply ITIL practices (incident, change, problem, service request, and service transition) pragmatically in a dynamic environment.
- Technical Requirement Gathering: Expertise in facilitating discovery sessions, impact assessments, risk evaluations, and delivery planning with diverse stakeholders. Applying critical thinking skill to overcome challenges.
- Reporting & Communication: Excellent written and verbal communication skills, with the ability to deliver clear, concise, and actionable reporting to both technical and executive audiences.
- 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.
- Demonstrated ability to lead, mentor, and develop teams with strong communication and stakeholder engagement skills.
- Experience interfacing effectively with both technical and non-technical stakeholders at all organizational levels.
Requirements
- 5+ years of experience in IT Service Management, service delivery, or operational leadership roles
- ITIL V4 Foundation certification required
- 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
- Demonstrated ability to lead, mentor, and develop teams with strong communication and stakeholder engagement skills
- Experience interfacing effectively with both technical and non-technical stakeholders at all organizational levels
- Planning & Prioritization: Experience in creating and implementing team/function/process development plans in alignment with evolving overall IT needs and IT Service Management delivery models
- Intake & Triage Management: Proven ability to manage and optimize end-to-end intake and triage processes for undefined or cross-functional IT initiatives, while aligning with ITSM governance models
- Cross-Functional Collaboration: Be able to act as a liaison between business units and technical IT teams, translating business needs into actionable technical and service requirements while managing stakeholder expectations, balancing competing priorities, and delivering reliable, value-driven IT services
- ITIL-Based Service Delivery Management: The ability to apply ITIL practices (incident, change, problem, service request, and service transition) pragmatically in a dynamic environment
- Technical Requirement Gathering: Expertise in facilitating discovery sessions, impact assessments, risk evaluations, and delivery planning with diverse stakeholders. Applying critical thinking skill to overcome challenges
- Reporting & Communication: Excellent written and verbal communication skills, with the ability to deliver clear, concise, and actionable reporting to both technical and executive audiences
Benefits
- Comprehensive benefits plans
- Annual bonus eligible
Company overview
ZOLL Medical Corporation, an Asahi Kasei Group company, is a global leader in acute critical care medical devices and software solutions. Founded in 1980 and named after Dr. Paul Zoll, the pioneering cardiologist known as "The Father of Modern Cardiac Therapy," the company develops innovative technologies that advance emergency care and save lives. ZOLL provides a comprehensive portfolio of medical devices and software solutions including defibrillators and cardiac monitors, CPR feedback systems, therapeutic temperature management devices, ventilation equipment, and sleep apnea diagnostic tools. The company's products are used worldwide by healthcare professionals, EMS and fire personnel, and lay rescuers to treat patients with serious cardiopulmonary and respiratory conditions. ZOLL's flagship products include the LifeVest wearable cardioverter defibrillator, which has protected over one million patients, and the remedē System for treating central sleep apnea. With a focus on improving clinical outcomes and operational efficiencies, ZOLL combines cutting-edge technology with comprehensive training and support services to empower medical professionals and improve patient care across the continuum of emergency response and critical care.