Service Delivery Manager - AI Operations / ITSM
About NationMind LLC: NationMind LLC is a technology consulting firm focused on software development and QA testing services. We help clients build reliable, scalable applications with a strong emphasis on automation, performance, and quality. Our team works across industries, delivering solutions that drive innovation and operational efficiency. We are currently hiring skilled professionals for Service Delivery Manager (AI Operations / ITSM) to join our growing team. Title: Service Delivery Manager (AI Operations / ITSM) Location: Houston, TX or Remote (USA) Duration: 6-12 Months Position Overview We are seeking a Service Delivery Manager to lead and oversee service delivery quality for an AI Operations engagement. This role will serve as the primary interface for the client’s service owner and will be responsible for SLA management, KPI tracking, operational governance, and conducting monthly service reviews. The ideal candidate will have strong experience in IT Service Management (ITSM), service delivery leadership, and AI-driven support operations. Experience with Serval or similar agentic ITSM platforms is highly preferred.
Key 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. Required Skills & Experience 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.
Preferred Qualifications
Direct experience implementing or managing Serval or similar agentic ITSM solutions. Background in AI Operations (AIOps). Experience supporting enterprise-scale AI transformation initiatives. This is a remote position.