Manager Engineering Service Delivery and Client Service

This position is responsible for leading the day-to-day delivery, reliability, and performance of BT services that directly support end users and clients across the organization. Ensures exceptional customer experience through the planning, provisioning, and operation of IT services, including the Service Desk, Help Desk, Client Experience Monitoring, End User Device Support, Request Fulfillment, Patch & Software Management, Access Management, and Service Reporting. Provides hands-on technical and people leadership for service delivery functions, ensuring consistent service excellence, operational maturity, and alignment with enterprise BT strategies. Drives continuous improvement, promotes automation and self-service, and embeds a culture of reliability and accountability across all customer-facing IT operations.

•    Bachelor’s degree in Information Technology, Computer Science, Business, or related field; or equivalent work experience.
•    Minimum of 7 years of IT experience, including at least 3 years in IT operations or service delivery roles.
•    Minimum of 3 years of leadership experience managing service desk, end-user support, or IT operations teams.
•    Demonstrated experience improving service delivery performance, end-user experience, and operational maturity.

•    Strong leadership skills with the ability to inspire, develop, and empower diverse technical and customer service teams.
•    Deep understanding of IT Service Management (ITSM) frameworks (i.e., ITIL) and service delivery best practices.
•    Practical experience managing service desk, endpoint management, and client experience functions in a mid-to-large enterprise.
•    Proficiency with ITSM and endpoint management platforms (i.e.., ServiceNow, Intune).
•    Strong analytical and problem-solving skills with a focus on root cause elimination and process improvement.
•    Excellent communication and interpersonal skills, with the ability to engage effectively with business users and technical staff.
•    Proven ability to manage competing priorities, service-level expectations, and escalations in fast-paced environments.
•    Commitment to operational excellence, continuous learning, and innovation in service delivery.
•    Experience with vendor management, budgeting, and performance measurement of managed services.
•    High degree of adaptability and learning agility in a dynamic, technology-driven environment.
•    Valid driver's license.

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Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.