Information Technology_USA - USA_Service Delivery Manager
Real Soft, Inc.
Jacksonville, FL, USA
6/2/2026
Full time
Please strictly adhere to the following resume naming convention:
ALL CAPS, NO SPACES B/T UNDERSCORES
PTN_US_GBAMSREQID_CandidateBeelineID
i.e. PTN_US_9999999_SKIPJOHNSON0413
: MAX CONFIRMED-/hr
MSP Owner: Shilpa Bajpai
Location: Houston TX or US Remote
Duration: 6 months
skill id: 10780564
Role: Serval ITSM AI Service Delivery Lead
Skills: IT Service Management Consulting~AI & Gen AI - Products & Tools
Experience Required: 6-8 years
Role Descriptions: This role will own the end-to-end service delivery quality for the AI Operations engagement.
The lead will be the primary interface for the client's service owner| responsible for SLAs| KPIs| operational governance| and chairing monthly service reviews.
A key responsibility will be overseeing the implementation of Serval as the agentic ITSM layer.
Essential Requirements:
Experience in an IT Service Delivery Lead or Manager role| overseeing service quality and operational governance.
Strong understanding of ITSM frameworks and experience with ITSM platforms (Serval experience is a huge plus).
Proven ability to manage SLAs| KPIs| and service reviews in a client-facing role.
Experience with AI-driven support operations| including license management and automated issue resolution.
Familiarity with Slack-based support environments and enterprise AI tools like ChatGPT and Claude.
Good-to-Have:Direct experience with Serval implementation or similar agentic ITSM solutions.
Background in AI Operations (AIOps)., Project Code :
ALL CAPS, NO SPACES B/T UNDERSCORES
PTN_US_GBAMSREQID_CandidateBeelineID
i.e. PTN_US_9999999_SKIPJOHNSON0413
: MAX CONFIRMED-/hr
MSP Owner: Shilpa Bajpai
Location: Houston TX or US Remote
Duration: 6 months
skill id: 10780564
Role: Serval ITSM AI Service Delivery Lead
Skills: IT Service Management Consulting~AI & Gen AI - Products & Tools
Experience Required: 6-8 years
Role Descriptions: This role will own the end-to-end service delivery quality for the AI Operations engagement.
The lead will be the primary interface for the client's service owner| responsible for SLAs| KPIs| operational governance| and chairing monthly service reviews.
A key responsibility will be overseeing the implementation of Serval as the agentic ITSM layer.
Essential Requirements:
Experience in an IT Service Delivery Lead or Manager role| overseeing service quality and operational governance.
Strong understanding of ITSM frameworks and experience with ITSM platforms (Serval experience is a huge plus).
Proven ability to manage SLAs| KPIs| and service reviews in a client-facing role.
Experience with AI-driven support operations| including license management and automated issue resolution.
Familiarity with Slack-based support environments and enterprise AI tools like ChatGPT and Claude.
Good-to-Have:Direct experience with Serval implementation or similar agentic ITSM solutions.
Background in AI Operations (AIOps)., Project Code :