Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

Role Summary

The Service Delivery Manager is responsible for overseeing and implementing service management processes related to service provisioning, support, and business relationships within the ITSM domain. This role involves ensuring the consistent implementation, management, and continuous improvement of processes such as incident, request, problem, configuration, knowledge, service catalog, service level, continuous improvement, and change management across the organization. The Manager plays a crucial role in aligning business requirements, operational expectations, and reporting on service quality metrics, while also focusing on efficient process management to meet customer needs.

This position will be responsible for undertaking various activities encompassing planning, implementations, and continuous process management to effectively identify and fulfill the requirements of our valued customers.

Responsibilities:

Owns IT service management (ITSM) processes and ensure the ongoing adherence and adoption through compliance reporting and education

Manage the service provided by Supplier teams working with the General Service Management Office to ensure management and governance of IT Service Management processes

Provide ongoing input into continuously improving service management processes and implementation within ITSM tools

Develop quality metrics (Power BI)



for service management processes lifecycle management, analyze data and implement quality improvements

Run or ensure management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365

Act as an escalation point for all ITSM Process and Tool management activities

Technical Skills & Qualifications:

Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, COBIT, ISO 20000, DevOps is a must

Good knowledge of cloud technologies, primarily Microsoft Azure Technologies

Experience managing service management processes, policies, procedures, and guidelines

Strong leadership skills and the ability to work effectively with business managers and IT operations staff

Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals

Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the IT organization, project and application development teams, management, and business personnel

Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork

Must be able to work autonomously and independently with minimal guidance

Professionalism and commitment which includes investing time outside office hours when deemed required

Ability to build productive relationships with peers and customers





Confidence in dealing with staff, managers, and senior leadership across the firm

High English language speaking, reading, and writing proficient

Drive ITSM process improvements using ITSM Tools such as ServiceNow, applying ITIL best practices and automation to boost service delivery.

Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.

Experience & Knowledge:

Bachelor's degree in IT, Business, or related field.

8+ years of experience in IT Service Management.

Strong understanding of ITIL framework (ITIL certification preferred).

Experience with ServiceNow or similar ITSM platforms.

Excellent communication and stakeholder management skills.

Analytical mindset with experience in metrics and reporting.

Familiarity with Configuration and Release Management processes.

High proficiency in English (spoken and written).

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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