Global IT Service Delivery Manager

Job Summary

The Service Delivery Manager independently manages intake, triage, and delivery coordination for undefined or cross-functional IT initiatives within the Project LITE framework. This role serves as a primary point of contact for business stakeholders and ensures alignment between delivery execution and ITIL-based service management practices.

Essential Functions

• Own end-to-end intake and triage for assigned Project LITE requests.
• Act as the primary liaison between business stakeholders and Global IT teams.
• Facilitate requirement gathering, discovery sessions, and impact assessments.
• Coordinate delivery plans, timelines, dependencies, and risks across teams.
• Apply ITIL-based practices to support change, incident, problem, and service request processes.
• Ensure service readiness and operational transition for delivered initiatives.
• Maintain pipeline accuracy and produce regular stakeholder reporting.
• Identify process improvement opportunities and contribute to standardization efforts.

Required/Preferred Education and Experience

• 4-6 years 4-6 years of experience in IT service delivery, ITSM, or operations roles. required
• Hands-on experience with ServiceNow or equivalent ITSM platforms. required
• Proven experience coordinating cross-functional IT initiatives. required
• ITIL V4 Foundation certification required. Required

Knowledge, Skills and Abilities

• Strong stakeholder management and communication skills.
• Ability to manage multiple workstreams independently.
• Practical application of ITIL service delivery practices.
• Experience navigating ambiguous or undefined demand.
• Solid analytical and problem-solving abilities.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.