IT Service Delivery Manager

Company Description

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

Public Storage is the nation’s leading self-storage provider, recognized for its iconic orange doors and commitment to delivering simple, reliable solutions to millions of customers across the country. We are expanding our creative team to enhance our consistent and engaging visual brand presence.

Job Description

The Manager, IT Service Delivery is responsible for leading and managing the IT Service Delivery team, including the Service Desk and PC Support (Tier 1) teams, as well as offshore resources providing similar services. This role ensures high-quality, consistent IT support across a large, distributed enterprise environment. The ideal candidate will have experience in enterprise IT operations and service delivery within complex organizations.

Key Responsibilities

Team Leadership & Management

• Lead and develop the IT Service Delivery team, including Service Desk and PC Support staff.

• Manage offshore resources to ensure alignment with service standards and performance expectations.

• Foster a culture of accountability, collaboration, and continuous improvement.

Service Delivery & Operations

• Oversee day-to-day IT support operations for corporate offices, properties, and kiosks.

• Ensure timely resolution of incidents and requests in accordance with established SLAs.

• Manage onboarding processes and property support activities.

Performance & SLA Management

• Monitor and report on key SLAs, including:

• PC replacements

• Network downtime

• Kiosk outages

• Onboarding timelines

• Property support responsiveness

• Implement strategies to improve service performance and customer satisfaction.

Process & Standards

• Drive adherence to ITIL best practices for incident, request, and problem management.

• Collaborate with other IT teams to ensure seamless service delivery across the enterprise.

• Identify opportunities for automation and process optimization.

Vendor & Offshore Coordination

• Manage relationships with offshore service providers and ensure compliance with contractual obligations.

• Coordinate resource allocation and workload balancing between onshore and offshore teams.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 7+ years of experience in IT service delivery, including at least 3 years in a leadership role.

• Proven experience managing Service Desk and PC Support teams in large, distributed organizations.

• Strong understanding of ITIL principles and service management frameworks.

• Excellent communication, leadership, and stakeholder management skills.

• Experience managing offshore resources and vendor relationships.

Preferred Skills

• ITIL certification (Foundation or higher).

• Experience with enterprise ticketing systems (e.g., ServiceNow).

• Familiarity with KPI and SLA reporting tools.

• Ability to thrive in a fast-paced, dynamic environment.

Additional Information

Workplace

• One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.

**Sponsorship for Work Authorization is not available for this posting. Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future.**

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