Thinkbrg
IT Service Delivery Manager
Washington, DC
Work authorization required$130k-$180kDetected 25 days ago
Data AnalysisProject ManagementRoadmappingAccountingProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationProblem Solving
About the role
- The position oversees a geographically distributed team across 50+ offices and multiple countries, ensuring a consistent and scalable service experience.
- It combines operational leadership with service delivery management, technical escalation oversight, process improvement, and technology enablement.
- Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related discipline, or equivalent experience.
- 8 -15+ years of progressive IT experience.
- 5+ years of experience leading IT support, service delivery, workplace technology, or end-user services organizations.
- Strong understanding of ITIL principles, incident management, request management, problem management, change management, and continual service improvement.
- Experience managing service delivery platforms such as ServiceNow.
- Strong knowledge of Microsoft 365, Windows, MacOS, endpoint management, collaboration platforms, and enterprise workplace technologies.
- Ability to travel up to 25%
- Candidate must be able to submit verification of their legal right to work in the U.S., without company sponsorship.
Nice to have
- Previous leadership experience within a Global AM100 Law Firm, Global Professional Services Firm, Consulting Firm, Accounting Firm, or similar client-service-driven organization.
- Experience leading IT service delivery teams supporting attorneys, consultants, experts, investigators, analysts, or other highly billable professionals.
- ITIL Foundation, ITIL Managing Professional, or equivalent certification.
- ServiceNow administration, leadership, or implementation experience.
- Experience with AI-enabled support solutions, automation technologies, and digital workplace transformation initiatives.
- Proven success driving global customer service excellence programs and improving end-user satisfaction across complex multinational organizations.
Compensation
- $130,000-$180,000
Equal opportunity
- BRG is proud to be an Equal Opportunity Employer.
Visa & Work Authorization
- Candidate must be able to submit verification of their legal right to work in the U.S., without company sponsorship.
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This listing is sourced directly from Thinkbrg's careers page and normalized into a canonical job model.