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Senior Manager of IT Service Delivery

May 27, 2026

Requisition Number: 104732 <div> Sr Mgr IT Service Delivery Location: You will have the flexibility to work fully remote (based on business needs) Salary: $140-150k Insight at a Glance 14,000+ engaged teammates globally $8.2 billion in revenue in 2025 Certified as a Great Place to Work in 9 countries Fortune 500 company Recognized with multiple industry and partner awards annually Now is the time to bring your expertise to Insight. We are a people-first solutions integrator focused on unlocking the power of people and technology to drive transformation. With deep capabilities across cloud, data, AI, cybersecurity, and intelligent edge, we help organizations navigate complex IT decisions and deliver meaningful outcomes. About the role As a Senior Manager of IT Service Delivery at Insight, you will lead the day-to-day delivery and continuous improvement of internal IT services that enable teammates to do their best work. You will partner closely with End-user Computing, Core and Collaboration, and IT Operations teams to drive operational excellence across incident, request, problem, and change management while improving service health, user experience, and governance. You may provide some or all of the following: Own and continuously improve IT service delivery processes and ensure alignment to ITIL best practices Partner with End-user Computing to enhance endpoint support and lifecycle activities including provisioning, patching, software distribution, and asset refresh Serve as the primary escalation point for high-impact incidents, leading cross-functional response, communication, and resolution Support Core and Collaboration services by driving service health reviews, operational rhythms, and adoption insights Manage service performance through KPIs and SLAs, including MTTR, backlog health, CSAT, and first-contact resolution, and deliver executive-ready reporting Coordinate with IT Operations on monitoring, on-call readiness, major incident management, and post-incident reviews Coach and enable support teams through playbooks, knowledge management, and continuous improvement initiatives Facilitate stakeholder engagement to capture pain points, align priorities, and ensure service roadmaps reflect employee needs Partner with HR, Security, and IT teams to support onboarding, offboarding, access provisioning, and device readiness Be AmbITious This role offers strong growth potential across service management leadership, IT operations, and platform-focused tracks. Success is defined by improving user experience, strengthening operational performance, and establishing scalable governance and continuous improvement practices. What we’re looking for 5+ years of experience in IT service delivery, IT operations, or service management in an enterprise environment Hands-on experience with ITSM tools and workflows with ServiceNow required Strong working knowledge of ITIL practices with experience driving governance and continuous improvement Experience supporting End-user Computing and workplace technologies including Windows and macOS environments Familiarity with collaboration platforms such as Microsoft 365, Teams, Slack, Zoom, or Google Workspace Strong communication skills with the ability to provide clear and effective service communications Ability to participate in on-call rotations including occasional after-hours support for major incidents Preferred qualifications ITIL certification or equivalent service management training Experience with endpoint management or identity platforms such as Intune, Jamf, SCCM, Entra ID, or Okta Understanding of access control concepts including RBAC and least privilege Experience building dashboards and reporting with tools like Power BI and leading service review processe </div> What you can expect We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Access to 11 thriving and diverse Teammate Resource Groups</li> </ul> But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities. Join us today, your ambITious journey starts here. Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process. At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you! Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired. The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, <a href="https://www.insight.com/en_US/help/physical-demands-remote.html">click here</a>. Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. Posting Notes: Chandler || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || US - Chandler,AZ ||

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...