IT Service Delivery Manager

October 06, 2023
Offerd Salary:$137,000—$161,000
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A

The IT Service Delivery Manager is responsible for ensuring services are being seamlessly delivered to the organization. They oversee a variety of tasks and programs, including leading special project teams, tracking metrics such as KPIs and SLAs, rectify collaboration, process, or reliability issues, monitoring progress, and ensuring service levels are being met. The IT Service Delivery Manager will develop and drive a vulnerability remediation and management program across the IT Organization, facilitating remediation work by organizing and presenting the highest priorities, sometimes researching solutions to implement. Bungie's need for this role has developed with the extreme growth of our IT organization, in response to Bungie's acceleration and growth. Our IT Organization is responsible for more services and products than ever before, with a growing client base internally, and externally to Bungie. In addition, our partnership with Sony requires additional resources dedicated to remediating the backlog of vulnerabilities, improving our processes, a focus on integration, globalization, and the ability to scale rapidly.


  • Build and manage a proactive, comprehensive Vulnerability Management Program within Bungie
  • Partner with the Information Security Team and Service/System Owners across the business (IT, BNOC, Central Tech) to identify, prioritize, and solution for vulnerability remediations across Bungie's enterprise environment of workstations and servers
  • Identify and generate metrics and reports to track and report progress to leadership. Work with IT Leadership, TPMs, and IT Teams to schedule maintenance, resourcing, or needed tools
  • Create sustainable rhythm of the business for vulnerability remediation practices for system owners, that is maintainable and achievable long- term, working towards meeting defined SLAs and expectations
  • Build, drive, and execute processes for a Shift-Left Initiative to increase efficiency of our IT teams
  • Identify trends in support requests and incidents, identify methods to shift support requests “left” to enable issues to be solved earlier in the process than usual
  • Identify training opportunities for team members to resolve issues that they were not previously capable of due to access, permission, training, or documentation
  • Work with IT teams and managers to develop process for providing training, documentation, and opportunities to solve problems earlier in the support pipeline
  • Work with IT Leaders to gather and compile responses to periodic SOX compliance reports
  • Longer-term, work with IT Leadership to identify similar opportunities for process improvement, workflow optimization, and service delivery to the business, as the business grows and needs change

  • Experience working in a multi-platform environment (Windows, Linux, and MacOS)
  • Must be self-motivated, team player, and able to immediately contribute to a fast paced, deadline intensive environment
  • Excellent organizational, time management, project coordination and customer service skills
  • Excellent written and oral communication skills
  • Experience in a role involving direct customer interaction (internal and external customers)
  • Strong analytical and problem-solving skills with attention to detail
  • Familiarity with threat protection tools and patch management tools
  • Ability to collaborate across teams to help solution strategies for vulnerability remediation and mitigations
  • Familiarity with a ticketing or a project tracking system such as JIRA
  • Understanding of KPI/Metric establishment, measurement, and reporting

  • Experience in (team/security/DR?) management and leadership
  • Experience with threat management tools (Rapid7, EDRs)
  • Experience administering systems within an enterprise environment
  • Experience working within a hybrid (remote and local) environment
  • Listed below is this role's base pay range. In other locations that Bungie has approved for remote work, this pay range may be adjusted up to +/- 10% and some roles may be classified as non-exempt (hourly).

    This range is determined by an array of factors, including training, transferable skills, work experience, business needs, and market demands. Additionally, it is subject to change and may be modified in the future.

    In the journey to make incredible worlds, Bungie employees don't simply do meaningful work - they receive meaningful support. Competitive salaries and discretionary bonus opportunities are just the start. We offer comprehensive healthcare coverage, generous 401(k) matching, flexible time off policies, paid parental leave, social clubs, and so much more. Check out our benefits page: Benefits - Bungie Careers to see all the perks that come with joining Bungie.

    Bellevue Pay Range

    $137,000—$161,000 USD

    Bungie full-time (non-contract) employees in the U.S. also receive:

  • 20 days of accrued time-off in the form of PTO and sabbatical days, depending on the level of the position
  • 10 paid Floating Days annually, prorated in the first year of employment based on start date
  • 10 paid Bungie-observed holidays annually
  • One hour of Paid Sick Time (PST) for every 30 hours worked
  • Contract and International FTE employees receive competitive benefits through their relevant contracting agency.

    So you don't meet every requirement listed in this job description? Do you think your experience level is not where it needs to be? Studies show that women and people of color are less likely to apply to jobs unless they believe they meet every single qualification. Bungie is focused on building a diverse, inclusive, and equitable workplace. If you're interested in this position but your past experience doesn't line up perfectly with every qualification in the job description, we want you to apply anyway. The right role for you may be right around the corner!

    Most Bungie full-time employees will adopt a digital first approach allowing remote work in Bungie approved locations (outside of positions identified as 100% onsite in Bellevue/Seattle, or individuals preferring a hybrid/flex environment). Prospective full-time employees located outside of CA, CO, DC, FL, GA, IL, MA, MD, MI, MN, NC, NJ, NY, OR, TN, TX, UT, VA, WA, or WI will need to establish residency in one of the states we are compliant in within 45 days of a start date. Contractors will follow a digital first approach adhering to the location guidelines agreed upon by our third-party employer/vendor and Bungie. Bungie's remote policy is subject to change at the company's discretion.

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