CAI is a global services firm with over 8,700 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what’s right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Industry: IT Services and IT Consulting
Company Size: 5,001-10,000 employees

Savvy Admin PROD

**Req Number**

R7465

**Employment Type**

Full time

**Worksite Flexibility**

Hybrid

**Who We Are**

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

**Job Summary**

As a Service Delivery Manager, you will lead and optimize IT service desk operations for a key client engagement in Austin, Texas.

**Job Description**

We are seeking an experienced **Service Delivery Manager ** to lead and optimize IT service desk operations for a key client engagement. This is a hybrid role requiring 40% onsite presence at our client's location in Austin, TX. The ideal candidate is a proven service delivery leader with deep service desk roots, a passion for continuous improvement, and the ability to build strong client relationships while driving team performance. **This position is full-time and hybrid (Austin, TX).**

**Only work authorizations not requiring sponsorship now or in the future will be considered.**

**What You’ll Do**

- Serve as the primary point of contact for service delivery, owning the day-to-day operational health of the IT service desk

- Build and maintain strong client relationships, ensuring service levels, KPIs, and contractual obligations are consistently met or exceeded

- Lead, coach, and develop a team of service desk analysts and team leads, fostering a culture of accountability and continuous improvement

- Monitor and analyze performance metrics (FLR, AHT, CSAT, SLA/SLO compliance) and drive corrective action where needed

- Partner with internal stakeholders and client leadership on escalation management, capacity planning, and service improvement initiatives

- Champion shift-left strategies and self-service adoption to reduce ticket volume and improve end-user experience

- Oversee incident management processes, ensuring timely resolution and clear communication during major incidents

- Support workforce management, scheduling, and staffing decisions to meet volume demands and service targets

- Collaborate with the ITSM Center of Excellence to align on platform governance, ServiceNow workflows, and reporting standards

- Contribute to business reviews, reporting, and executive-level presentations on service performance

**Required**

**What You’ll Need**

- 5+ years of experience in IT service desk or end-user support operations

- 2+ years in a Service Delivery Management, Operations Manager, or Team Lead role

- Experience supporting public sector or enterprise clients

- Experience with contact center platforms (Talkdesk, Genesys, or similar)

- Demonstrated ability to manage client relationships in a managed services or outsourced IT environment

- Strong working knowledge of ITSM frameworks (ITIL v3 or v4 preferred)

- Experience with ticketing and ITSM platforms — ServiceNow experience strongly preferred

- Proven track record of driving measurable improvements in FLR, CSAT, or SLA performance

- Excellent communication, presentation, and stakeholder management skills

- Must be local to and able to work onsite 40% of the time in Austin, TX metro area

**Preferred**

- ITIL Foundation certification (or higher)

- Familiarity with AI-driven service desk tools, virtual agents, or automation technologies

- HDI Support Center Manager (HDI-SCM) or similar certification

**Physical Demands**

- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

**Reasonable accommodation statement**

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

$115,000 - $125,000 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

IT Service Delivery Manager

DPR Construction is a forward-thinking, self-performing general contractor and construction manager specializing in technically complex and sustainable projects for the advanced technology/mission critical, life sciences, healthcare, higher education and commercial markets. DPR’s portfolio of work ranges from large-scale new construction to small tenant improvements and special projects. Founded in 1990, DPR is a great story of entrepreneurial success

DPR serves customers internationally through office locations in:

Amsterdam, Netherlands
Atlanta, GA
Austin, TX
Baltimore, MD
Boston, MA
Charlotte, NC
Dallas-Fort Worth, TX
Denver, CO
Edison, NJ
Ft. Lauderdale, FL
Greenville, SC
Houston, TX
Nashville, TN
Newport Beach, CA
Orlando, FL
Pasadena, CA
Phoenix, AZ
Raleigh-Durham, NC
Redwood City, CA
Richmond, VA
Sacramento, CA
San Diego, CA
San Francisco, CA
San Jose, CA
Savannah, GA
Seattle, WA
Seoul, South Korea
Singapore
Tampa, FL
Tucson, AZ
Washington, DC

DPR purpose: We Exist to Build Great Things.®

DPR core values - our fundamental, inviolable values and beliefs:

INTEGRITY. We conduct all business with the highest standards of honesty and fairness; we can be trusted. 

ENJOYMENT. We believe work should be fun and intrinsically satisfying; if we are not enjoying ourselves, we are doing something wrong. 

UNIQUENESS. We must be different from and more progressive than all other construction companies; we stand for something. 

EVER FORWARD. We believe in continual self-initiated change, improvement, learning and the advancement of standards for their own sake.

DPR has ranked for five consecutive years on FORTUNE's “100 Best Companies to Work For” list: in 2010 at #57, in 2011 at #22, in 2012 at #13, in 2013 at #15, and in 2014 at #10.

* FORTUNE is a registered trademark of Time Inc. and is used under license. From FORTUNE Magazine, February 3, 2014  ©2014 Time Inc. FORTUNE and Time Inc. are not affiliated with, and do not endorse products or services of, Licensee.

Industry: Construction
Company Size: 5,001-10,000 employees

DPR Construction

**Job Description**

The Learning & Development Delivery Manager is responsible for the strategic delivery of training and development opportunities within a DPR geographic region. This includes overall responsibility for a regional training calendar that meets local regional, business unit and individual development needs, as defined in partnership with the Business Partner Team. The L&D Delivery Manager ensures high-quality, consistent facilitation and delivery of instructor-led courses and programs by developing a local network of SMEs, supporting a large group of facilitators from the business and leveraging their own expert facilitation skills. The L&D Delivery Manager is responsible for the engagement and management of additional facilitators in a geographic region, promotion and coordination of programs, and may assist with participant selection. The L&D Delivery Manager is responsible for the delivery of all training, though they may only facilitate People Practices-related content. This role will be coached/managed by the L&D Delivery Team Leader.

**Key Responsibilities**

-  Facilitate interactive training sessions, workshops, and onboarding programs for employees at all levels. Facilitation will be in-person (various locations including jobsites) and virtual. Examples include: team building sessions like Building Healthy Teams and personality assessments; open-enrollment soft skills training like Building Effective Conversations or Employee Best Practices for Employee Development; cohort-based programs like Building Great Coaches and Cultural Immersion.

-  Design and implement a region-wide training calendar that includes training opportunities associated with multiple focus areas, including EHS, business operations, field operations, sales and people practices as needed.

-  Responsible for the coordination of a region-wide training calendar that includes training needs across multiple focus areas, such as EHS, Ops, Sales, etc., to include support for identifying appropriate facilitators for content.

-  Identify, onboard, support, and manage additional facilitators from the business, leveraging best practices and processes defined by the L&D Delivery team.

-  Engage local SME’s and key stakeholders as partners for facilitator identification and strategic scheduling.

-  Use adult learning techniques to create an engaging and inclusive learning environment in classroom environments. Ensure a consistently positive & inclusive learning environment in offices, jobsites and virtually.

-  Adapt training delivery based on audience needs, learning styles, and varying levels of experience.

-  Strategically communicate training & development opportunities in partnership with regional C+B and PP Business Partner teams.

-  Connect employees and coaches to learning resources and development opportunities as requested and needed.

-  Continuously share training program feedback and performance trends with L&D COE team and L&D Program Managers and partner with those teams to analyze learning data and measure training impact, recommending enhancements to improve effectiveness.

-  Ability to travel 25-50% across the domestic U.S. Travel for this role will be mostly within one geographic region, but could extend across the domestic U.S.

**Education Qualifications**

-  Bachelor’s degree in Education, Organizational Development, or a related field (or equivalent experience).

**Work Experience**

-  Minimum of 6 years of teaching, operations, coaching, or direct learning and development experience, or an equivalent combination of training and experience.

-  Proficiency with M365 suite, especially PowerPoint and Outlook.

-  Proficiency with digital learning tools (e.g., LMS platforms, virtual meeting tools).

-  Deep understanding of DPR’s learning catalog and program suite, including LinkedIn Learning and all existing custom learning courses.

**Language, Certifications And Licenses**

-  Internal and external certification may be required for specific programs; not required to have them before time of hire.

**Work Environment**

Inside - inside environmental conditions or standard office environment

Constantly, 67% - 100%

**Physical Activity**

Hearing - receiving detailed information through oral communication and making fine distinctions in sound. Constantly, 67% - 100%

Repetitive Motions - substantial movements (motions) of the wrists, fingers, and/or hands. Frequently, 34% - 66%

Sitting - particularly for extended periods of time. Frequently, 34% - 66%

Talking - expressing or exchanging ideas by means of the spoken word. Frequently, 34% - 66%

Vision - distinguishing characteristics of objects using the eyes. Constantly, 67% - 100%

~~Compensation Range- $106,000-$160,000~~

DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR, you'll have the chance to try new things, explore unique paths and shape your future. Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.

Explore our open opportunities at www.dpr.com/careers.

Learning & Development Delivery Manager-Central

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