IT Service Delivery Manager

About us

We believe in the power of ingenuity to build a positive human future. 

As strategies, technologies, and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

We are over 4,000 strategists, innovators, designers, consultants, digital experts, scientists, engineers, and technologists. And we have deep expertise in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. 

Our teams operate globally from offices across the UK, Ireland, US, Nordics, and Netherlands.

PA. Bringing Ingenuity to Life.

Hybrid working - our approach is to be in the office or on client site a minimum of 2 days per week. However, the actual time you spend and where you spend it will vary by role or assignment, including up to 5 days per week on a client site.

About the Group Systems Team

PA’s IT team, internally known as Group Systems, is comprised of a variety of areas that support the wider firm. Consisting of key pillars specialising in Business Engagement and Governance, Strategy and Enterprise Architecture, Infrastructure, Data and Analytics, Enterprise Solutions, Cyber Security and Technology & Operations.  

The Role

To lead the US Service Delivery team, ensuring agreed systems and processes are implemented. Manage end user assets, supplier relationships, provide service analysis and engage with the wider IT team in Europe.

There will be a requirement to balance demands of technical work with leadership responsibilities. Develop the team, build strong relationships with senior stakeholders and colleagues. Be a key part of management meetings and service reviews, help drive service improvements through feedback/issues across the US.

Whilst the majority of time will be spent onsite in our Boston office there will be the occasional requirement to travel to other US offices. This role sits within our Technology & Operations team and is key part of IT service delivery across PA.

Required Qualities:   

• Implementation of process and best practice throughout the support team
• Aim to meet SLAs and KPIs to maintain excellent support for our people
• Executive and partner group support
• Be on hand to advise and support high profile meetings
• Escalate appropriately and notify key people of issues when required
• Collaborate with Service leads, work effectively with peer group
• Line management and people development

Skills:

• Adaptable, flexible and hard working
• Strong IT knowledge and background, experience with Mac and Windows devices
• Previous leadership experience preferred
• Strong record of customer service
• Able to develop and support others, active line manager
• Effective communicator, (in-person/written)
• Work effectively, sensitively and collaboratively with a wide range of colleagues and stakeholders
• ITIL awareness

We know the skill-gap and ‘somewhat need to tick every box’ can get in the way of meeting brilliant candidates, so please don’t hesitate to apply – we’d love to hear from you.

Apply today by completing our online application

Inclusion & Diversity

We believe that diversity makes us a stronger firm and look to employ people with different ideas, styles and skill sets. This diversity stimulates a rich, creative environment – one in which our people develop, and our clients enjoy enduring results. We’re committed to recruiting, promoting and rewarding our people solely based on their ability to contribute to PA’s goals, without regard to their sex, race, disability, religion, national origin, ethnicity, sexual orientation, age or marital status.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. VEVRAA Federal Contractor.

All your information will be kept confidential according to EEO guidelines.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At PA Consulting, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $110,000 - $124,000.