{"id":689639,"url":"https://alion.io/job/brunswickgroup-ict-service-delivery-manager","title":"ICT Service Delivery Manager","company":{"id":668822,"name":"Brunswick Group","domain":"brunswickgroup.com","url":"https://alion.io/company/brunswickgroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":74,"open_postings":35,"ghost_share":0.343,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":150000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false}],"status":"live","first_seen_at":"2025-12-05T23:19:48Z","employer_posted_date":"2026-07-28","last_verified_at":"2026-11-02T17:20:06Z","board_verified":true,"closed_at":null,"days_open":331,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":331},"description":"Opportunity \nBrunswick Group is seeking an experienced hands-on Service Delivery Manager to lead our helpdesk across our Americas offices, based in our New York office. The successful candidate will provide strong leadership and direction to a distributed support team, ensuring a high level of service delivery, consistency, and customer satisfaction across the region.\nThis role requires an individual with proven management experience in a professional services environment, a deep understanding of ITIL principles, and the ability to work closely with senior stakeholders to align ICT services with business needs. The Service Delivery Manager will report to the Group Head of ICT Service Delivery and play a key role in shaping regional service strategy and performance.\nOur Work in ICT\nWe are an internal service provider supporting Brunswick’s 27 global offices. ICT consists of several core teams: Service, Infrastructure, Applications, and PMO. Our Security team works in close partnership with ICT, ensuring alignment on policy, process, and delivery.\nKey Responsibilities include: \nLead and manage the New York-based ICT service team, ensuring delivery of exceptional support across all U.S. offices.\nOversee regional ICT service performance, ensuring quality of service, and continual improvement.\nServe as the primary escalation point for regional issues, providing hands-on guidance and ensuring timely, high-quality resolutions.\nPartner with the global ICT leadership team to align processes, reporting, and standards across all regions.\nManage regional ICT budgets, and spend controls, ensuring efficiency and alignment with business priorities.\nMaintain strong relationships with senior stakeholders, ensuring transparent communication and service visibility.\nConduct regular service reviews, including reporting on KPIs, incident trends, and user satisfaction.\nVendor and supplier management for the Americas region, including contract performance and service improvement planning.\nOversee the Joiners, and Leavers processes, ensuring effective onboarding and offboarding experiences.\nMentor and develop team members, fostering a culture of accountability, ownership, and professional growth.\nKnowledge, Skills, and Abilities\nMinimum 5 years’ experience in an ICT Helpdesk Desk management role, ideally within a professional service or consultancy environment.\nProven track record of managing medium-sized teams across multiple office locations.\nStrong leadership presence with the ability to engage and influence senior management and articulate complex issues clearly.\nHands-on technical knowledge of Microsoft 365 and Entra ID (Azure Active Directory), Microsoft Azure, and Intune.\nFamiliarity with audio and video conferencing tools such as Microsoft Teams and Zoom.\nStrong understanding of security threats, compliance, and best practice principles.\nExperience with vendor and supplier management.\nStrong analytical and reporting skills, including use of dashboards, and KPI metrics.\nExperience in budgeting and cost management at a regional level.\nExcellent communication and interpersonal skills, with a proactive and service-oriented approach.\nWhy Join Us \nWhether you are joining a client facing team, a core services team, or starting out on your professional career journey, joining Brunswick unlocks a range of exceptional employee benefits to support your financial future, health and wellness, family and community and continuous professional development.\nThe successful applicant will be eligible for the following compensation and benefits package: \nBase Pay: The annual base compensation range for this role is $150,000 - $160,000. The base pay offered will be determined by factors including experience, skills, training, office location, certifications, and education.\nBonus Eligibility: Annual discretionary bonus contingent upon individual and firm-wide performance.\nBenefits: Medical, Dental, and Vision insurance. Disability insurance. Employee assistance program. Flexible spending account. Health savings account. Life insurance. Commuter Benefits. Generous Paid Time Off: 25 vacation days and 10 days sick leave, as well as 11 paid company holidays. Firm-sponsored 401(k) Plan with 3% automatic company contribution of base and bonus with an additional 1.5% profit share- immediate vesting. Career training and development opportunities. Employee discounts.\nOffice Policy: At Brunswick, our work is a craft that thrives in teaching environments - whether in our offices or on-site with clients - through real-time observation, collaboration, human connection, clear guidance and by challenging one another to keep getting better. Our policy is that our team members are in person - either in the office or on-site with clients - at least four days each week.\n*The ICT team is required to be on-site 5 days each week.*\nThe firm will provide reasonable accommodation to qualified applicants or employees, as defined by applicable law. In addition to the application, the process may include virtual and in-person interviews, as well as an assessment, which may be timed. To request an accommodation during our application and hiring process, email .\nAbout Brunswick\nBrunswick is a global advisory firm. We help companies tackle high-stakes issues, navigate complex stakeholder relationships, and deliver high-impact outcomes. \nOur clients value our ability to anticipate, shape, and respond to the key players and forces in the financial and investment arena, regulatory and geopolitical universe, NGO community, workforce and beyond. They rely on us for deep experience, fresh perspectives and original thinking. So, in Brunswick you will find an exceptional range of experience and talent with a rich mix of backgrounds. From the beginning, we have prioritized attracting, developing, and retaining the best professionals in the industry, united by a culture of inclusivity, excellence, and intellectual curiosity.\nFounded in 1987 in London, the firm has organically grown to 27 offices in 18 countries across the Americas, Europe, Middle East, Africa, Asia and Australia. We operate as a “one-firm firm” with no individual profit centers. This allows us to assemble fully integrated, bespoke teams for each client, able to draw on the full resources of Brunswick anywhere in the world. \nBrunswick is an equal opportunity employer. All qualified applicants will be considered without regard to race, religion, color, national origin, gender, sexual orientation, age, disability, pregnancy, genetic information, or any other status protected by applicable law. 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