Manager, IT Service Delivery

Manager, IT Service Delivery
Компания: Venture Global LNG
Город: Arlington
Venture Global LNG (“Venture Global”) is a long-term, low-cost provider of American-produced liquefied natural gas. The company’s Louisiana-based export projects service the global demand for North American natural gas and support the long-term development of clean and reliable North American energy supplies. Using reliable, proven technology in an innovative plant design configuration, Venture Global’s modular, mid-scale plant design will replace traditional designs as it allows for the same efficiency and operational reliability at significantly lower capital cost.
We are seeking qualified applicants for the position:
Manager, IT Service Delivery
Located:
Arlington
**Summary**
The IT Service Delivery Manager is a strategic leadership role responsible for the governance, optimization, and high-quality delivery of IT services across the global organization. This position aligns End User Support and technical infrastructure teams with business stakeholders to drive operational excellence and Continuous Service Improvement (CSI). The Service Delivery Manager is accountable for the overall health of the service ecosystem, driving the strategy for ticket lifecycle management, SLA governance, vendor performance, and high-level escalations, with a primary focus on measurable end-user satisfaction and seamless service availability.
**General Description Duties & Responsibilities
**
* Establish and Enforce Service Level Agreements (SLAs): Define, implement, and monitor global SLAs and Operational Level Agreements (OLAs). Ensure that technical teams are meeting their targets and establish a rigorous reporting cadence to communicate performance and gaps to executive leadership.
* Drive the Ticket Lifecycle Strategy: Oversee the end-to-end workflow of the IT ticketing system. Optimize the categorization, routing, and escalation paths to reduce "ticket bounce" and ensure requests are resolved by the right team in the shortest possible time.
* Lead Continuous Service Improvement (CSI) Initiatives. Analyze recurring incidents and trend data to identify systemic failures. Collaborate with infrastructure teams to implement permanent "problem management" fixes, moving the organization from a reactive "firefighting" mode to a proactive stability model.
* Optimize the End-User Experience (UX) :Develop and track key performance indicators (KPIs) such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score). Audit the user journey from the first point of contact to resolution to remove friction and improve the overall "feel" of IT support.
* Leadership & Stakeholder Alignment: Act as the Primary Escalation Point. Serve as the high-level point of contact for critical business outages or dissatisfied stakeholders. Manage the communication flow during major incidents, ensuring the business is informed in plain language while the technical teams focus on the resolution.
* Bridge the Gap Between Business and Technical Teams: Translate business requirements into technical service deliverables. Regularly meet with department heads to ensure IT services are evolving to support the organization’s strategic goals and operational needs.
* Manage Global Service Consistency: Ensure that a user in one region receives the same quality of service as a user in another. Standardize support processes across global sites to eliminate "regional silos" and ensure a unified global IT brand.
* Oversee Vendor and Partner Performance: Manage the relationship and performance of Managed Service Providers (MSPs). Hold vendors accountable to their contractual obligations through regular business reviews and performance audits.
**Qualifications**
**Required experience
**
* 12+ years of progressive experience in IT operations, service delivery, or ITSM leadership within a complex enterprise environment.
* Proven track record of leadership in coordinating service delivery across diverse, multi-disciplinary technical teams.
* Expert-level mastery of ITIL practices and the ability to apply ITSM principles to solve real-world business challenges.
* Advanced experience with Enterprise ITSM platforms, with a focus on workflow engineering and data-driven reporting.
* Demonstrated expertise in Crisis Management, including the ability to lead major incident response under high-pressure scenarios.
* Strong Financial/Analytical Acumen with the ability to develop executive-level KPIs and correlate IT performance with business value.
* Influential Leadership: Proven ability to drive accountability and lead change across cross-functional teams without direct reporting authority.
* Executive Communication Skills: Ability to articulate complex technical challenges as business risks to senior stakeholders and C-suite leadership.
* ITIL Expert or Managing Professional certification strongly preferred.
Venture Global LNG is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.