Manager, IT Service Delivery (ITSM / End-User Services)

Overview

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

The Manager, IT Service Delivery is responsible for delivering reliable, scalable, and high-quality IT services to employees across the organization. This role owns the end-user experience, IT support operations, and IT service management (ITSM) processes.

This leader will establish and run a modern service delivery model, including help desk (internal and/or MSP), device lifecycle management, and ITSM processes such as incident, request, and problem management. The role partners closely with Infrastructure, Enterprise Applications, and Security teams to ensure seamless service delivery during the company’s transition to an independent IT operating model.

Responsibilities

Service Delivery & End-User Experience

• Own end-to-end IT service delivery for all employees (onboarding, support, offboarding)
• Ensure high-quality, responsive support across regions (including “follow-the-sun” model if applicable)
• Define and track SLAs, KPIs, and user satisfaction metrics (CSAT)
• Drive continuous improvement of the employee IT experience

ITSM Process Ownership

• Design, implement, and optimize ITSM processes aligned to ITIL (Incident, Request, Problem, Change)
• Establish governance and reporting for service performance
• Implement self-service capabilities and knowledge management

Help Desk & Vendor Management

• Build and manage internal help desk and/or MSP partner model
• Define support tiers (L1/L2/L3) and escalation paths
• Manage vendor performance, contracts, and SLAs
• Ensure cost-effective delivery of commodity IT services

Endpoint & Workplace Technology

• Oversee device lifecycle management (procurement, provisioning, patching, decommissioning)
• Manage endpoint tools (MDM, patching, asset management)
• Ensure secure and compliant endpoint environment in partnership with Security

Cross-Functional Collaboration

• Partner with Infrastructure & Cloud on identity, access, and network-related issues
• Collaborate with Enterprise Applications on application support model
• Support onboarding of new systems and transitions from TSA agreements

Metrics, Reporting & Governance

• Define dashboards for SLAs, ticket volumes, resolution times, and trends
• Provide regular reporting to IT leadership and business stakeholders
• Identify root causes and drive problem management initiatives

Qualifications

Required Qualifications

• 7–10+ years of experience in IT service delivery, IT operations, or IT support leadership
• Strong experience with ITSM frameworks such as ITIL
• Experience managing help desk teams and/or managed service providers (MSPs)
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice)
• Strong understanding of endpoint management (MDM, patching, asset lifecycle)
• Experience defining and managing SLAs, KPIs, and service metrics
• Proven ability to scale IT support in a growing or transforming organization

Preferred Qualifications

• Experience in carve-out, M&A, or high-growth environments
• Familiarity with SaaS-first environments (e.g., Microsoft 365, Okta, Salesforce, Workday)
• ITIL certification (v3 or v4)
• Experience implementing or optimizing ITSM tools and processes
• Exposure to security and compliance requirements (e.g., ISO 27001, ITGCs)

Key Competencies

• Customer-first mindset with strong focus on employee experience
• Operational excellence and process discipline
• Strong vendor management and negotiation skills
• Data-driven decision making
• Ability to balance speed, cost, and quality

Success Metrics (First 6–12 Months)

• Establish ITSM processes and SLAs with measurable improvements in response/resolution times
• Stand up scalable help desk model (internal and/or MSP)
• Achieve target CSAT scores for IT support
• Reduce ticket volume through automation and self-service
• Deliver smooth transition from TSA-supported services to independent operations

Reporting Structure

• Reports to: Head of IT or Director of Infrastructure & Cloud
• Works closely with:
• Enterprise Applications team
• Infrastructure & Cloud team
• Security team

Company Description 

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers, and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

Why work with us?

-Life at One Identity means collaborating with dedicated professionals with a passion for technology.

-When we see something that could be improved, we get to work inventing the solution.

-Our people demonstrate our winning culture through positive and meaningful relationships.

-We invest in our people and offer a series of programs that enable them to pursue a career that fulfills their potential.

-Our team members’ health and wellness are our priority, as well as rewarding them for their hard work.

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.

Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com