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The Manager, IT Service Delivery leads service delivery operations supporting engineering, integration, and test (AI&T) environments at Impulse. This role is responsible for ensuring systems, endpoints, and infrastructure remain operational, available, and ready to support test execution and engineering workflows.
Key responsibilities include leading daily IT service delivery for lab, test, and engineering environments; managing system availability, performance, and readiness for integration and test activities; and overseeing ticket queues, service levels, operational metrics, and incident response efforts. The manager coordinates live test event support, drives rapid issue resolution and service restoration, and establishes service delivery processes, escalation paths, runbooks, and knowledge management practices.
The role requires driving root cause analysis, process improvements, and automation to reduce recurring issues and manual effort. Leadership responsibilities include leading, mentoring, and developing service delivery teams, including training and performance management. The manager oversees deployment and support of endpoint systems, workplace technology, and lab infrastructure while ensuring compliance with enterprise security, access management, and regulated environment requirements.
Collaboration is essential—the manager partners with engineering, infrastructure, facilities, and vendors to align operational support with program needs and technology capabilities.
Required qualifications: 8+ years of IT service delivery or support experience; 2+ years of leadership or team management experience; strong understanding of service delivery, incident management, and IT operations; experience supporting complex technical environments; proven ability to lead teams and improve operational performance; and strong communication and stakeholder management skills.
