ICT Service Delivery Manager

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{
  "title": "ICT Service Delivery Manager",
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      "name": "New York",
      "location": "New York, New York, United States",
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  "metadata": [
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      "name": "Business",
      "value": "Brunswick Group",
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      "name": "Function",
      "value": "Business Services",
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      "value": "ICT Service Delivery Manager",
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      "name": "Job Description",
      "value": "ICT Service Delivery Manager\n\nBrunswick Group is seeking an experienced hands-on Service Delivery Manager to lead our helpdesk across our Americas offices, based in our New York office. The successful candidate will provide strong leadership and direction to a distributed support team, ensuring a high level of service delivery, consistency, and customer satisfaction across the region.\n\nThis role requires an individual with proven management experience in a professional services environment, a deep understanding of ITIL principles, and the ability to work closely with senior stakeholders to align ICT services with business needs. The Service Delivery Manager will report to the Group Head of ICT Service Delivery and play a key role in shaping regional service strategy and performance.\n\nOur work in ICT\n\nWe are an internal service provider supporting Brunswick’s 27 global offices. ICT consists of several core teams: Service, Infrastructure, Applications, and PMO. Our Security team works in close partnership with ICT, ensuring alignment on policy, process, and delivery.\n\nKey Responsibilities\n•\tLead and manage the New York–based ICT service team, ensuring delivery of exceptional support across all U.S. offices.\n•\tOversee regional ICT service performance, ensuring quality of service, and continual improvement.\n•\tServe as the primary escalation point for regional issues, providing hands-on guidance and ensuring timely, high-quality resolutions.\n•\tPartner with the global ICT leadership team to align processes, reporting, and standards across all regions.\n•\tManage regional ICT budgets, and spend controls, ensuring efficiency and alignment with business priorities.\n•\tMaintain strong relationships with senior stakeholders, ensuring transparent communication and service visibility.\n•\tConduct regular service reviews, including reporting on KPIs, incident trends, and user satisfaction.\n•\tVendor and supplier management for the Americas region, including contract performance and service improvement planning.\n•\tOversee the Joiners, and Leavers processes, ensuring effective onboarding and offboarding experiences.\n•\tMentor and develop team members, fostering a culture of accountability, ownership, and professional growth.\n\nKnowledge, Skills, and Competencies\n•\tMinimum 5 years’ experience in an ICT Helpdesk Desk management role, ideally within a professional service or consultancy environment.\n•\tProven track record of managing medium-sized teams across multiple office locations.\n•\tStrong leadership presence with the ability to engage and influence senior management and articulate complex issues clearly.\n•\tHands-on technical knowledge of Microsoft 365 and Entra ID (Azure Active Directory), Microsoft Azure, and Intune.\n•\tFamiliarity with audio and video conferencing tools such as Microsoft Teams and Zoom.\n•\tStrong understanding of security threats, compliance, and best practice principles.\n•\tExperience with vendor and supplier management.\n•\tStrong analytical and reporting skills, including use of dashboards, and KPI metrics.\n•\tExperience in budgeting and cost management at a regional level.\n•\tExcellent communication and interpersonal skills, with a proactive and service-oriented approach.\n\nWhy Join Us \n\nWhether you are joining a client facing team, a core services team, or starting out on your professional career journey, joining Brunswick unlocks a range of exceptional employee benefits to support your financial future, health and wellness, family and community and continuous professional development. \n\nThe successful applicant will be eligible for the following compensation and benefits package: \n\nBase Pay: The annual base compensation range for this role is $X. The base pay offered will be determined by factors including experience, skills, training, office location, certifications, and education. \n\nBonus Eligibility: Annual discretionary bonus contingent upon individual and firm-wide performance. \n\nBenefits: Medical, Dental, and Vision insurance. Disability insurance. Employee assistance program. Flexible spending account. Health savings account. Life insurance. Commuter Benefits. Generous Paid Time Off: 25 vacation days and 10 days sick leave, as well as 11 paid company holidays. Firm-sponsored 401(k) Plan with 3% automatic company contribution of base and bonus with an additional 1.5% profit share– immediate vesting. Career training and development opportunities. Employee discounts.\n\nOffice Policy: At Brunswick, our work is a craft that thrives in teaching environments – whether in our offices or on-site with clients – through real-time observation, collaboration, human connection, clear guidance and by challenging one another to keep getting better. Our policy is that our team members are in person – either in the office or on-site with clients – at least four days each week. \n\nThe firm will provide reasonable accommodation to qualified applicants or employees, as defined by applicable law. In addition to the application, the process may include virtual and in-person interviews, as well as an assessment, which may be timed. To request an accommodation during our application and hiring process, email [email protected].",
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  "updated_at": "2026-05-18T15:43:20-04:00",
  "departments": [
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      "id": 4038157002,
      "name": "ICT",
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  "company_name": "Brunswick Group",
  "requisition_id": 6323228002,
  "first_published": "2025-12-05T18:19:48-05:00",
  "application_deadline": null
}