About the Service Delivery Manager Role at Robert Half

Robert Half, a global leader in professional services and talent solutions, is seeking an experienced Service Delivery Manager to join our dynamic IT operations team in Nashville, Tennessee. This pivotal full-time position is perfect for a seasoned IT professional passionate about leading field operations, driving technical excellence, and delivering exceptional customer service. As Service Delivery Manager, you will oversee IT field operations across multiple locations, managing onsite teams, handling complex escalations, and ensuring seamless IT support delivery. With a competitive salary of $130,000 per year, this role offers the opportunity to make a significant impact in a fast-paced, innovative environment while advancing your career in IT service management.

In this role, you'll be at the forefront of operational excellence, bridging the gap between technical teams and business stakeholders. Nashville's thriving tech scene and Robert Half's reputation as a top employer make this an ideal position for professionals seeking growth in IT field services, vendor management, and team leadership. If you thrive in high-stakes environments and have a proven track record in ITIL-based service delivery, this is your chance to lead transformative initiatives.

Key Responsibilities

• Supervise and mentor onsite IT support teams to maintain high accountability, performance standards, and professional development.
• Serve as the go-to escalation authority for intricate technical challenges that demand immediate onsite resolution, minimizing downtime and maximizing client satisfaction.
• Cultivate and manage strategic vendor partnerships, handling contract negotiations, service level agreements, and ongoing performance reviews to optimize supplemental support.
• Partner closely with cross-functional stakeholders to synchronize field operations with broader organizational IT strategies, roadmaps, and business goals.
• Track, analyze, and report on critical KPIs and SLAs, leveraging data insights to continuously improve service delivery, efficiency, and cost-effectiveness.
• Design, implement, and enforce robust policies, procedures, and best practices for onsite IT support, incident response, and operational workflows.
• Direct the end-to-end process of IT hardware installation, configuration, maintenance, and advanced troubleshooting for diverse physical devices.
• Orchestrate logistics for IT equipment deployments, including shipments, office relocations, and installations during critical practice transitions.
• Uphold stringent compliance with security protocols, data privacy regulations (e.g., HIPAA, GDPR), and industry standards across all field activities.
• Foster a high-performance team culture centered on superior customer service, proactive problem-solving, and relentless pursuit of continuous improvement.

Required Qualifications for Success

To excel as our Service Delivery Manager, you bring a blend of technical expertise, leadership prowess, and customer-centric focus. Ideal candidates hold a Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline, coupled with at least 5-7 years of progressive experience in IT service delivery, field operations, or managed services.

Key qualifications include demonstrated success leading distributed IT teams, deep knowledge of ITIL frameworks, and hands-on proficiency in hardware management and escalation handling. You must be adept at vendor negotiations, SLA management, and using analytics tools for performance optimization. Strong communication skills are essential for stakeholder alignment, while a commitment to compliance and security best practices sets you apart. Certifications such as ITIL v4, PMP, or CompTIA are highly valued. Experience in healthcare IT or multi-site operations is a plus.

Why Join Robert Half in Nashville, TN?

At Robert Half, we empower our employees with unparalleled opportunities for growth in one of America's most vibrant cities. Enjoy a $130,000 annual salary, comprehensive benefits including health coverage, 401(k) matching, generous PTO, and professional development programs. Work in a collaborative culture that values innovation, work-life balance, and community impact. Nashville offers an unbeatable lifestyle with world-class music, dining, and outdoor activities, all while being a hub for tech and business growth. Join us to lead IT excellence and build a rewarding career.

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