[Remote] Service Delivery Manager - AI Operations / ITSM

Note: The job is a remote job and is open to candidates in USA. NationMind LLC is a technology consulting firm focused on software development and QA testing services. They are currently hiring a Service Delivery Manager to lead and oversee service delivery quality for an AI Operations engagement, managing SLAs, KPIs, and operational governance while serving as the primary interface for the client’s service owner.

Responsibilities

• Own end-to-end service delivery quality for AI Operations engagements
• Act as the primary point of contact for client service owners
• Manage and monitor SLAs, KPIs, and operational governance processes
• Lead monthly service review meetings and performance discussions
• Oversee the implementation and adoption of Serval as the agentic ITSM platform
• Drive continuous service improvement initiatives and operational excellence

Skills

• 6–8 years of experience in IT Service Delivery, Service Management, or Operations Management
• Strong understanding of ITSM frameworks and service management best practices
• Experience managing SLAs, KPIs, and client-facing service reviews
• Experience supporting AI-driven operations, including automated issue resolution and license management
• Familiarity with enterprise AI tools such as ChatGPT, Claude, and similar platforms
• Experience working in Slack-based support environments
• Excellent communication, stakeholder management, and leadership skills
• Direct experience implementing or managing Serval or similar agentic ITSM solutions
• Background in AI Operations (AIOps)
• Experience supporting enterprise-scale AI transformation initiatives

Company Overview