Global IT Service Delivery Manager

Corporate

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

Job Summary

The Service Delivery Manager independently manages intake, triage, and delivery coordination for undefined or cross-functional IT initiatives within the Project LITE framework. This role serves as a primary point of contact for business stakeholders and ensures alignment between delivery execution and ITIL-based service management practices.

Essential Functions

• Own end-to-end intake and triage for assigned Project LITE requests.
• Act as the primary liaison between business stakeholders and Global IT teams.
• Facilitate requirement gathering, discovery sessions, and impact assessments.
• Coordinate delivery plans, timelines, dependencies, and risks across teams.
• Apply ITIL-based practices to support change, incident, problem, and service request processes.
• Ensure service readiness and operational transition for delivered initiatives.
• Maintain pipeline accuracy and produce regular stakeholder reporting.
• Identify process improvement opportunities and contribute to standardization efforts.

Required/Preferred Education and Experience

• 4-6 years 4–6 years of experience in IT service delivery, ITSM, or operations roles. required
• Hands-on experience with ServiceNow or equivalent ITSM platforms. required
• Proven experience coordinating cross-functional IT initiatives. required
• ITIL V4 Foundation certification required. Required

Knowledge, Skills and Abilities

• Strong stakeholder management and communication skills.
• Ability to manage multiple workstreams independently.
• Practical application of ITIL service delivery practices.
• Experience navigating ambiguous or undefined demand.
• Solid analytical and problem-solving abilities.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.