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Service Delivery Manager

Apply now Job no: 502511
Position Type: Staff
Location: Boston Main Campus
Categories: Information Technology Services

About Northeastern:

Founded in 1898, Northeastern is a global research university and a world leader in experiential learning. The same commitment to connecting with the world drives our use-inspired research enterprise. The university offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools. Our campuses in Charlotte, N.C., San Francisco, Seattle, and Toronto are regional platforms for undergraduate and graduate learning and collaborative research. Northeastern pursues advanced research in security and materials at the Innovation Campus in Burlington, Massachusetts, and in coastal sustainability at the Marine Science Center in Nahant, Massachusetts.


About the Opportunity:

The Service Delivery Manager will lead IT service management activities across Information Technology Services and enterprise wide.  This role is responsible for service management process implementation, service management metrics and reporting, and improvements to our IT Service Management platform. This role is also responsible for the day-to-day execution of the IT Change Management and resource management processes for Northeastern.


The Service Delivery Manager is involved in day-to-day operational service and resource management activities, as well as the on-going improvements to our Service Management tool, ServiceNow. This team member’s primary responsibilities include positively impacting production services by managing and continuously improving service management processes and tools, and helping to drive the adoption, utilization and proficiency of use with end users. This role is also expected to perform basic administration of our Service Management tool (ServiceNow).


Key characteristics of the Service Delivery Manager are the ability to work with a diverse community of stakeholders to ensure the health of services offered by ITS. Activities will include management and operation of the change management and resource management processes; development of other ITSM processes and best practices; definition of service level agreements, metrics and reporting; and basic system administration of our service management tool (ServiceNow).


They will demonstrate superior customer-facing and negotiation skills, acting as a mentor and partner in training end-users with the goal of ultimately ensuring faster change adoption and the ability to adapt best-practices for use and adoption within a higher education environment. 


To ensure that essential services are provided to the university community, the employee will be required to work outside their regular working hours as needed.





Service Management, Continuous Improvement, Metrics and Reporting


  • Assist in the definition and maintenance of processes, standards, and requirements for IT service commitment planning and delivery, Change Management, configuration management, problem/incident management, and service level management.
  • Ensure execution of consistent and repeatable practices, processes and procedures used in preparation, support and management of technology solutions
  • Monitor ongoing compliance with vetted processes, providing suggestions for on-going improvements
  • Identify, generate and manage service metrics to measure benefits of focusing on service management, adoption of processes and adherence to standards/processes.
  • Identify, generate and manage reporting set for ITS management to help improve their services.
  • Assist with definition, integration and implementation of other best practice/ITIL process areas.



Service Management Tool Administration


  • Working with the Senior Service Now System Administrator, provide basic administration of Northeastern ITS’s Service Management tool, ServiceNow, including role management, basic workflow and form design and creation, testing, and troubleshooting.
  • Perform minor enhancements requests including changes to the user interface and modifications to existing workflow
  • Test technical enhancements of new releases and solutions
  • Administer user access roles and group membership
  • Load data to Service-now instance as needed
  • Troubleshoot and resolve or escalate operational issues
  • Prepare end-user documentation
  • Other tasks/duties as assigned


Change Management and Resource Management


  • Design, implement, maintain and operate an adapted ITIL-based Change Management program to improve the overall quality of the changes implemented.
  • Develop proposals for improving upon the existing Change Management processes and work with the Change Management process team to implement approved improvements.
  • Act as an advocate on the Change Management program, providing guidance according to best practice standards and the ITIL Framework.
  • Create Change Management administrative documents, such as policies and processes, which provide knowledge about the program; drives employee participation and adherence.
  • Facilitation of CAB and SMT meetings and discussions, focusing on building a cohesive, trusting team.
  • Work with department managers and technical staff to maintain and track all changes throughout the lifecycle.
  • Track and administer all changes, SMT and CAB documentation in an effective, user friendly manner.
  • Develop all necessary internal training materials on new processes and assist with externally led Foundation training sessions.
  • Respond to all change management auditing activities as needed.
  • Attend training, webinars, and/or seminars to keep up-to-date on Change Management practices as they evolve and to develop relationships with others in the industry.






  • Bachelor’s Degree in CS, IS, BA or similar equivalent work experience.
  • Requires 5-7 years’ experience in one or more information technology disciplines.
  • ITIL Foundation certification required.
  • Strong working knowledge of service management methodologies (ITIL) and best practices.
  • Hands on experience with industry standard ITSM tool implementations (Remedy, Service-Now, HP, etc).  ServiceNow experience a strong plus.
  • Basic knowledge of various technical areas (networking/telecommunications, server hardware and operating systems, web servers, application servers, database systems, SaaS concepts, etc.) is required.
  • Knowledgeable in process improvement methods, procedures, metrics development, documentation and reporting.
  • Ability to work with all levels of management and technical staff to analyze complex and highly technical incidents while maintaining professional, efficient communication under pressure. These skills include verbal, written, interpersonal, negotiation, presentation and meeting facilitation skills.
  • Must also have the ability to work independently while knowing limits of authority.
  • Excellent communication skills are required for this position, both written and verbal. Being able to communicate in a clear and concise manner is a must.
  • Ability to lead communication across cross-functional groups assisting in the resolution of service impacting changes.
  • Ability to be decisive and make decisions based on technical and business assessments.
  • Capable of resolving service management and procedurally related conflicts, identifying alternatives, and providing solutions.
  • Demonstrates an informed knowledge of functional areas to resolve problems on an ongoing basis.
  • Demonstrates the desire to continue ITSM and ServiceNow education efforts through attending conferences, seminars, training classes, networking, etc.
  • Experience with web technologies and demonstrated ability to learn new technologies.


Preferred Qualifications:



Salary Grade:


Additional Information:

A criminal background check is required for this position.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.  Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. 

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other  characteristic protected by applicable law.

To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see

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