IT Service Delivery Manager

OVERVIEW:
The IT Service Delivery Manager plays a vital role in managing the lifecycle of endpoint devices and laptops at Year Up United, ensuring seamless operations for both staff and students. This role is responsible for overseeing the procurement, preparation, distribution, and retrieval of laptops for students at scale, guaranteeing devices are configured and distributed before program start dates. For staff, the IT Service Delivery Manager ensures accurate inventory management and timely procurement of laptops, maintaining readiness to meet organizational needs.

This position involves close collaboration with program managers, IT Asset Management, and the Endpoint Engineering team to align laptop solutions with the unique requirements of each Career Pathway. The manager also leverages the ServiceNow Hardware Asset Module to maintain precise tracking and inventory records, ensuring stockroom data accurately reflects physical inventory. Additionally, the role involves coordinating with operational teams to streamline large-scale inventory management processes. Beyond asset lifecycle management, the IT Service Delivery Manager supports ServiceNow administration, optimizing hardware asset tracking and reporting.

The ideal candidate thrives in structured, iterative environments and excels in cross-functional collaboration, strategic planning, and operational clarity. Additionally, this role offers opportunities to mentor students, contributing to a positive and inclusive educational environment.

This is a hybrid role and requires in person work at our Boston, MA office.

Salary Range: $70,000-$90,000

KEY RESPONSIBILITIES:
Laptop Lifecycle Management

• Collaborate with stakeholders across the organization to define hardware needs.
• Lead the planning of long- and short-term device needs, forecasting and budgeting for both student and staff laptops in collaboration with finance and procurement.
• Negotiate and manage vendor relationships for device procurement, distribution, retrieval, and disposal, with authority to bind and finalize agreements.
• Procure and distribute laptops, ensuring readiness before program start dates.
• Maintain accurate inventory records in ServiceNow HAM.
• Develop and manage hub-and-spoke distribution models for efficiency.
• Track laptop depreciation, coordinate e-waste processes, and cycle out obsolete devices.
• Develop and communicate policies for device usage and distribution.

ServiceNow Hardware Asset Management (HAM)

• Define asset types, attributes, locations, and workflows in the HAM module.
• Import and manage hardware asset data, ensuring CMDB accuracy.
• Create and manage asset lifecycle workflows for acquisition, deployment, maintenance, and disposal.
• Collaborate with stakeholders to align HAM configurations with business requirements.
• Generate detailed reports on asset utilization, inventory levels, depreciation, and potential risks.
• Stay on top of ticket and queue performance via reporting and dashboards for the service desk and IT Infrastructure and Service Delivery queues.

QUALIFICATIONS:

• 4-7 years of experience in IT operations, project management, or business system analysis.
• Proficiency with ServiceNow HAM and CMDB.
• Strong vendor relationship management skills.
• Experience working in cross-functional, geographically dispersed, and matrixed teams.
• Exceptional organizational skills with attention to detail.
• Excellent communication and interpersonal skills for technical and non-technical stakeholders.
• Proactive problem-solving and critical-thinking capabilities.
• Ability to manage multiple priorities and meet deadlines.
• Familiarity with IT asset management and ITSM processes.
• Willingness to learn and adapt to new technologies and methodologies.