IT Service Delivery Manager

Berkeley Research Group

Quick summary

Work type
On-site
Location
Washington, DC
Salary
$130,000–$180,000 / yr
Posted
2 days ago
Nearby
99+ roles within 25 mi

Market check

Salary context

Competitive pay

How this pay compares to similar roles

Similar $165k
This role $155k
$119k most similar roles pay here $208k

This role pays less than 61% of similar roles. Most pay $142,862–$187,550 — the shaded band above. At the midpoint, this role pays about $155k versus about $165k for comparable roles.

Based on 240 similar postings.

Employer

About Berkeley Research Group

Berkeley Research Group is a global consulting firm specializing in expert testimony, disputes and investigations, corporate finance, and performance improvement.

Berkeley Research Group currently has 6 open roles on FindRole.

Listed pay typically runs $127,500–$172,500 across 6 roles with salary data.

Most-posted roles

View all roles at Berkeley Research Group

At a glance

TL;DR · IT Service Delivery Manager

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The IT Service Delivery Manager at BRG leads a global Tier 2 IT support team, ensuring high-quality service for endpoint devices and office technologies across over 50 offices worldwide. This role involves operational leadership, technical escalation oversight, process improvement, and technology enablement, focusing on enhancing service quality and reducing recurring issues in line with the firm’s digital-first strategy. Key responsibilities include managing a geographically distributed team, establishing global service standards, partnering with various IT teams to provide seamless support, and driving continuous service improvement initiatives using data-driven approaches. The ideal candidate has 8-15+ years of IT experience, including leadership roles in IT support or end-user services, with expertise in Microsoft 365, Windows, MacOS, endpoint management, and collaboration platforms. Strong communication skills, a customer-focused mindset, and the ability to build relationships with executive stakeholders are essential.

Skills

ServiceNow Microsoft 365 ITIL CI/CD Windows MacOS Endpoint Management Collaboration Platforms AI Enablement Automation Technologies Terraform AWS Kubernetes Python PostgreSQL

What you'll do

  • Lead and develop a global IT Tier 2 Service Delivery organization supporting users across multiple regions.
  • Establish and maintain global service delivery standards, operating procedures, and support models for consistent quality.
  • Drive rapid resolution of complex incidents to minimize business disruption and reduce repeat escalations.
  • Optimize field support operations including dispatch, on-site support, and hardware lifecycle activities.
  • Represent Service Delivery requirements during technology implementations and ensure supportability of new technologies.
  • Foster a culture focused on customer service excellence, accountability, collaboration, and continuous improvement.

What we're looking for

  • 8-15+ years of progressive IT experience with a focus on service delivery.
  • 5+ years leading IT support or end-user services organizations globally.
  • Strong understanding of ITIL principles and managing geographically dispersed teams.
  • Proven ability to manage service delivery platforms like ServiceNow.
  • Excellent communication, leadership, and customer service skills.
  • Experience supporting enterprise workplace technologies including Microsoft 365.
  • Demonstrated success in building relationships with executive stakeholders.

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