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IT Service Delivery Manager

IT Service Delivery Manager

Year UpCharlotte, North Carolina, USA
23 days ago
Job type
  • Full-time
Job description

OVERVIEW :

The IT Service Delivery Manager plays a vital role by acting as the subject matter expert for Year Up United's ServiceNow environment. By working with internal and external resources, this position will administer the ServiceNow environment and develop and maintain a ServiceNow product delivery roadmap to drive service delivery improvements, including automations, across all areas of the organization. This position will also work closely with Operations teams to assist in managing the lifecycle of endpoint devices and laptops at Year Up United, ensuring seamless operations for both staff and students.

This role is responsible for overseeing the procurement, preparation, distribution, and retrieval of laptops for students at scale, guaranteeing devices are configured and distributed before program start dates. For staff, the IT Service Delivery Manager ensures accurate inventory management and timely procurement of laptops, maintaining readiness to meet organizational needs.

This position involves close collaboration with program managers, IT Asset Management, and the Endpoint Engineering team to align laptop solutions with the unique requirements of each Career Pathway. The manager also leverages the ServiceNow Hardware Asset Module to maintain precise tracking and inventory records, ensuring stockroom data accurately reflects physical inventory. Additionally, the role involves coordinating with operational teams to streamline large-scale inventory management processes. This position will involve independent decision-making in regard to matters of significance.

The ideal candidate thrives in structured, iterative environments and excels in cross-functional collaboration, strategic planning, and operational clarity. Additionally, this role offers opportunities to mentor students, contributing to a positive and inclusive educational environment.

This is a hybrid role with location flexible for East Coast time zones.

Salary Range : $85,000-$110,000

KEY RESPONSIBILITIES :

ServiceNow Product Management and Administration

  • Build and maintain product roadmaps that reflect defined business goals, user feedback, development complexity, change management, and communication planning
  • Ensure appropriate structures are put in place to regularly elicit user feedback and synthesize results for prioritization
  • Oversee software development resources to establish and maintain successful patching and maintenance schedules
  • Own and maintain product backlog by evaluating regular inputs from key stakeholders
  • Define asset types, attributes, locations, and workflows in the HAM module.
  • Import and manage hardware asset data, ensuring CMDB accuracy.
  • Create and manage asset lifecycle workflows for acquisition, deployment, maintenance, and disposal.
  • Collaborate with stakeholders to align HAM configurations with business requirements.
  • Generate detailed reports on asset utilization, inventory levels, depreciation, and potential risks.
  • Stay on top of ticket and queue performance via reporting and dashboards for the service desk and IT Infrastructure and Service Delivery queues.

Student Laptop Lifecycle Management

  • Collaborate with Career Pathway program managers to define hardware needs.
  • Lead the planning of long- and short-term device needs, forecasting and budgeting for student laptops in collaboration with finance and procurement.
  • Procure and distribute laptops, ensuring readiness before program start dates.
  • Maintain accurate inventory records in ServiceNow HAM.
  • Develop and manage hub-and-spoke distribution models for efficiency.
  • Track laptop depreciation, coordinate e-waste processes, and cycle out obsolete devices.
  • Negotiate and manage vendor relationships for device procurement, distribution, retrieval, and disposal, with authority to bind and finalize agreements.
  • Develop and communicate policies for device usage and distribution.

    • Staff Laptop Lifecycle Management

  • Oversee the procurement and decommissioning of staff laptops.
  • Initiate replacement processes for end-of-life devices.
  • Lead the planning of long and short-term device needs, forecasting and budgeting for staff laptops in collaboration with finance and procurement.
  • Record laptop details in the ServiceNow HAM module upon acquisition.
  • Manage vendors for procurement and decommissioning processes.
  • Negotiate and manage vendor relationships for device procurement, distribution, retrieval, and disposal, with authority to bind and finalize agreements.
  • Develop and communicate policies for device usage and distribution.

    • QUALIFICATIONS :

  • 4-7 years of experience in IT operations, project management, or business system analysis.
  • 2+ years of experience in ServiceNow administration. ServiceNow Mainline Certifications preferred (IT Product line)
  • Proficiency with ServiceNow HAM and CMDB. Certifications preferred.
  • Agile product management and Jira software usage.
  • Strong vendor relationship management skills.
  • Experience working in cross-functional, geographically dispersed, and matrixed teams.
  • Exceptional organizational skills with attention to detail.
  • Excellent communication and interpersonal skills for technical and non-technical stakeholders.
  • Proactive problem-solving and critical-thinking capabilities.
  • Ability to manage multiple priorities and meet deadlines.
  • Familiarity with IT asset management and ITSM processes.
  • Willingness to learn and adapt to new technologies and methodologies.

    • LI-Hybrid

    COMPENSATION & BENEFITS :

  • Year Up United has established salary ranges for each of our sites, which allows us to pay employees competitively, equitably and consistently in different geographic markets. For roles in which the location is listed as flexible, the range displayed reflects the minimum and maximum target for new hire salaries for the position across all US locations. Salary offers take into account a candidate's skills, experience, and location. Your recruiter can share more about the specific salary range for your location during the hiring process.
  • Benefits : Comprehensive healthcare options and dental coverage; 401(k) match for eligible participants.
  • Vacation : Earn three weeks paid vacation in first year of employment; four weeks after initial year.
  • Professional Development : Funds available to support staff in achieving career objectives ($2,500 per year)
  • This is an exempt role (paid on a salaried basis).

    • ORGANIZATION DESCRIPTION :

    Year Up United is a national 501(c)3 workforce development organization committed to ensuring equitable access to economic opportunity, education, and justice for all young adults-no matter their background, income, or zip code. Employers face a growing need for talent while millions of talented young adults lack access to meaningful careers. These inequities only further perpetuate the opportunity gap that exists in our country-a gap that Year Up United is determined and positioned to close through three interconnected strategies : providing targeted skills training and connections to livable-wage employment for students and alumni; empowering others to serve and support young adults, and changing systems that perpetuate the opportunity gap. Year Up United's intensive training program utilizes a high expectations, high support model where students learn in-demand technical and professional skills and apply them during a corporate internship. Year Up United has directly served more than 40,000 young adults since its founding in 2000. Year Up United's nationwide presence includes Arizona, Austin, Bay Area, Charlotte, Chicago, Dallas / Fort Worth, Greater Atlanta, Greater Boston, Greater Philadelphia, Jacksonville, Los Angeles, the National Capital Region, New York City / Jersey City, Pittsburgh, Puget Sound, Rhode Island, South Florida, Tampa Bay, and Wilmington.

    Voted one of the Best Nonprofits to Work For in the country by The NonProfit Times, Year Up United is a rewarding and impactful place to work. Our staff is passionate, supportive, mission-driven, and committed to positive change and continuous learning. We set high standards for both ourselves and our students and live by a set of core values that reflect an unshakable belief in the talent and potential of our young people. The work we do is life-changing, and we know that our team is the greatest asset in achieving our mission.

    COMMITMENT TO DIVERSITY :

    Year Up United embraces diversity and equal opportunity in a serious way. All aspects of employment, including the decision to hire, promote, discharge, or discipline, are based on meritocracy. We do not permit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws. Learn more about our commitment to diversity : http : / / www.yearup.org / about-us / careers / commitment-to-diversity /

    Year Up United is also committed to working with and providing reasonable accommodations to individuals with disabilities. Your recruiter can provide details regarding the expected work environment and any physical requirements. Please let our hiring team know if you need an accommodation at any point during the interview process. Information received relating to accommodation will be addressed confidentially.

    TO APPLY :

    Please submit a thoughtful cover letter and resume through our website.

    Note that applications without a cover letter will not be considered. We respectfully request no phone calls.