[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.ResponsibilitiesOwn end-to-end service delivery quality for AI Operations engagementsAct as the primary point of contact for client service ownersManage and monitor SLAs, KPIs, and operational governance processesLead monthly service review meetings and performance discussionsOversee the implementation and adoption of Serval as the agentic ITSM platformDrive continuous service improvement initiatives and operational excellenceSkills6–8 years of experience in IT Service Delivery, Service Management, or Operations ManagementStrong understanding of ITSM frameworks and service management best practicesExperience managing SLAs, KPIs, and client-facing service reviewsExperience supporting AI-driven operations, including automated issue resolution and license managementFamiliarity with enterprise AI tools such as ChatGPT, Claude, and similar platformsExperience working in Slack-based support environmentsExcellent communication, stakeholder management, and leadership skillsDirect experience implementing or managing Serval or similar agentic ITSM solutionsBackground in AI Operations (AIOps)Experience supporting enterprise-scale AI transformation initiativesCompany OverviewNationMind LLC was established with the aim of Empowering Talent. It was founded in 2020, and is headquartered in MARLTON, New Jersey, US, with a workforce of 51-200 employees. Its website is http://www.nationmind.com.