Manager, IT Service Delivery (AI&T)

About the role

The Manager, IT Service Delivery (AI&T) at Impulse is responsible for leading service delivery operations supporting engineering, integration, and test environments. This role ensures systems, endpoints, and infrastructure are operational, available, and ready to support test execution and engineering workflows. The Manager leads a team of service delivery analysts and is accountable for service performance, incident management, and operational readiness aligned with AI&T activities. This role reports into the IT organization with functional alignment to the AI&T (Assembly, Integration, and Test) team, ensuring service delivery operations directly support integration, verification, and test execution.

Lead daily IT service delivery for lab, test, and engineering environments
Ensure system availability, performance, and readiness for integration and test activities
Manage ticket queues, service levels, operational metrics, and incident response efforts
Coordinate live test event support and drive rapid issue resolution and service restoration
Establish service delivery processes, escalation paths, runbooks, and knowledge management practices
Drive root cause analysis, process improvements, and automation to reduce recurring issues and manual effort
Lead, mentor, and develop service delivery teams, including training and performance management
Oversee deployment and support of endpoint systems, workplace technology, and lab infrastructure
Ensure compliance with enterprise security, access management, and regulated environment requirements
Partner with engineering, infrastructure, facilities, and vendors to align operational support with program needs and technology capabilities

8+ years of IT service delivery or support experience
2+ years of leadership or team management experience
Strong understanding of service delivery, incident management, and IT operations
Experience supporting complex technical environments
Proven ability to lead teams and improve operational performance
Strong communication and stakeholder management skills