Manager, Service Delivery

Overview: 

The Manager, Global IT Service Delivery is responsible for strategy execution and maturity of the global service desk operations supporting Insulet Corporation. You and your team Leads will be responsible for continuous service delivery optimization, process improvement, strategic and tactical operational duties driving operational excellence. As a key leader of the Insulet IT organization you will be responsible for improving IT processes, policy governance and continuous improvement in IT service desk activities, championing a customer-centric organization culture, leading and developing a global team and driving a service-oriented mindset focused on strong business and technology partnership.  

This role is accountable for meeting agreed KPIs and Service Levels for customers and stakeholders. The manager runs IT operations in a region, supporting all Insulet sites and teams with their technology needs.  This role acts as a senior escalation point for technical issues, drives continuous improvement, and ensures high-quality service and customer satisfaction. 

Key Responsibilities: 

• Set strategic direction for standardized global IT service desk processes, supporting technologies, and roles 

• Develop global IT service desk processes, technology, and roles to achieve continuous service delivery excellence 

• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools. 

• Ensure SLA compliance and high-quality service delivery.  Monitor and report on key metrics, trends, and team performance using dashboards and analytics.  Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams. 

• Identify and implement process improvements.  Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders. 

• Drive root cause analysis (RCA) and implement corrective actions. 

• Drive ServiceNow compliance and continual improvement. 

• Support on/off boarding and provisioning process and strategies 

• Collaborate with other IT and business units to align support with organizational goals. 

• Ensure compliance with ITIL change management standards. 

• Serve as the technical escalation point for team members and liaise with business users as needed 

• Manage incident, problem, change, and asset management processes. 

• Ensure all IT compliance activities (HIPAA/SOX) required by the production support team are being followed and provide control evidence as required 

• Vendor & Asset Management:   

• Manage third-party vendors and service providers, ensuring performance and compliance. 

• Within the scope of this role, participate in IT asset lifecycle management, including procurement, inventory, and decommissioning. 

• Perform any additional duties as assigned by management including managing projects affecting support 

Team Leadership & Staff Development 

• Lead, coach, and inspire a global team of helpdesk professionals across multiple time zones. 

• Establish clear performance expectations, conduct regular 1:1s, and provide constructive feedback. 

• Create individualized development plans to support career growth and skill advancement. 

• Foster a culture of accountability, collaboration, and continuous learning. 

• Identify skill gaps and coordinate training programs, certifications, and cross-training opportunities. 

• Manage staffing levels, shift coverage, and succession planning to ensure consistent global support. 

Tool & Technology Proficiency 

• ServiceNow: Administer and optimize workflows, dashboards, and reporting. 

• Endpoint Support: Oversee support for Windows, macOS, and mobile devices. 

• Microsoft Intune: monitor device compliance and configuration and provide remote support. 

• Asset Management Tools: Maintain accurate inventory and lifecycle tracking of IT assets. 

• Agile Practices: Apply agile methodologies to improve responsiveness and team efficiency. 

Skills: 

• Proven ability to lead and develop high-performing, distributed teams. 

• Strong communication, coaching, and conflict resolution skills. 

• Analytical mindset with a focus on data-driven decision-making. 

• Deep understanding of IT support operations and service delivery best practices. 

Qualifications: 

• Bachelor’s degree or higher in a relevant field, or equivalent. 

• 6+ years IT support, 3 years people manager experience 

• Strong technical expertise in Windows and server support, endpoint management (e.g., Microsoft Intune, JAMF), and system administration. 

• Experience supporting enterprise environments, including Windows OS, Microsoft 365, and common ITSM tools (e.g., ServiceNow, Jira Service Desk). 

• Proficiency in supporting and troubleshooting MacBook (macOS), iOS/iPhone, and Android devices, including configuration, connectivity, application support, and security compliance. 

• Relevant IT certifications (e.g., CompTIA A+, MCSE/MCSA/AZURE Cloud, VMware, Apple) are advantageous. Preferred. 

• Experience with implementing and running Service Desk operations 

• ITIL v3/v4 certification strongly preferred 

• Experience managing global teams and vendors 

• Excellent communication, analytical, and problem-solving skills. 

• Experience installing and troubleshooting applications across a variety of systems environments 

• Customer-service oriented with a problem-solving attitude 

• Ability to approach technical challenges from a business perspective