IT Service Delivery Manager

BCforward is seeking a Delivery & Service Assurance Lead for a pharmaceutical company in Indianapolis, IN

Delivery & Service Assurance Lead

Location: Indianapolis (hybrid)

Primary Responsibilities

• Lead the team's operational and Agile delivery cadence, including standups, planning, backlog reviews, retrospectives, and work prioritization.
• Maintain an integrated view of operational, enhancement, maintenance, and project work across the organization.
• Manage and continuously improve Jira backlog structure, work intake, prioritization, and delivery visibility.
• Monitor SLA performance across the 24x7 service and identify trends, risks, and opportunities for improvement.
• Use ServiceNow and other operational data to evaluate incident trends, recurring issues, throughput, workload, and process compliance.
• Strengthen Incident, Problem, Change, and Continuous Improvement practices, including appropriate incident-to-problem transitions and root-cause follow-through.
• Evaluate resource utilization and workload distribution to help leadership distinguish capacity constraints from process, capability, or allocation issues.
• Coordinate effective work handoffs across U.S. and India teams to maintain global service continuity.
• Identify recurring operational and reliability issues and translate findings into prioritized improvement work.
• Support operational readiness for new products, features, tooling, observability, security, and ITSM changes.
• Develop and maintain operational metrics, dashboards, and leadership reporting that provide a fact-based view of service health.
• Partner with Incident Command during major incidents while maintaining focus on overall team delivery, backlog, follow-up actions, and service improvement.
• Drive continuous improvement of operational processes, governance, reporting, and team execution.

Required Experience and Capabilities

• 7+ years of experience in IT service delivery, application operations, ITSM, technical operations, or related disciplines.
• 3+ years in a senior service delivery, service assurance, delivery lead, operations lead, or comparable leadership role.
• Demonstrated experience supporting enterprise production applications in a 24x7 operating environment.
• Strong working knowledge of ITIL service-management practices, particularly Incident, Problem, Change, and Continuous Improvement.
• Hands-on experience with ServiceNow, including operational reporting, incident/problem data, SLA measurement, and service-performance analysis.
• Strong Jira experience, including backlog management, work tracking, prioritization, and delivery reporting.
• Experience facilitating Agile delivery ceremonies such as standups, planning, backlog refinement, reviews, and retrospectives.
• Demonstrated ability to use operational data and metrics to identify performance, capacity, process, and resource-utilization issues.
• Experience developing operational dashboards, KPIs, SLA reporting, or executive service-performance reporting.
• Experience coordinating work across geographically distributed or global teams.
• Demonstrated ability to drive accountability and process adherence across teams without direct management authority.
• Strong written and verbal communication skills, including the ability to translate operational information into concise leadership-level reporting.

Preferred Qualifications

• ITIL 4 Foundation or higher certification.
• Certified ScrumMaster (CSM), Professional Scrum Master (PSM), SAFe, PMI-ACP, or comparable Agile certification.
• Experience working within SRE, Platform Engineering, DevOps, or application reliability organizations.
• Experience with Power BI or similar analytics and visualization tools.
• Experience integrating or analyzing information across ServiceNow, Jira, and other operational systems.
• Experience with capacity planning, workload analysis, or resource-utilization modeling.
• Experience in pharmaceutical, healthcare, life sciences, financial services, or another highly regulated/high-availability environment.
• Experience supporting customer-facing or patient-facing digital applications.