Senior Manager, Technology Service Delivery

The Port of Portland is hiring a

Senior Manager, Technology Service Delivery

The Port of Portland is hiring a Senior Manager, Technology Service Delivery (TSD), who will be Responsible for leading the Port's IT service delivery process and core technology service delivery functions, including the Service Desk and Technical Support teams, ensuring Port business lines have the tools and support they need to serve travelers, tenants, and community partners effectively. This role manages the technology lifecycle process, IT service management (ITSM) processes, oversees endpoint lifecycle management, and drives continuous improvements that reduce downtime, strengthen security, and enable core business missions.

From the hiring manager:

Join the Port's IT Leadership Team as our New Sr. Manager, TSD. We are looking for a transformative leader to join the team and take ownership of the heart of our IT operations: the user experience. As the Senior Manager of TSD, you will report directly to the CIO and lead a dedicated team of professionals in reshaping how technology serves our staff, travelers, tenants, and community partners.

This isn't just about keeping the lights on; it is about modernization and strategy. The CIO needs a partner who can look at our current landscape and drive maturity through automation, self-service solutions, and the integration of AI to elevate efficiency. You will command a direct financial impact of $10-15M in IT assets, developing robust lifecycle strategies for our hardware and ensuring our team has the modern tools they need to succeed.

Here is what makes this role exciting:

* You Will Innovate: You won't just manage the Service Desk; you will spearhead initiatives to refine our service catalog and mature our configuration management platforms using ITIL best practices.

* You Will Lead with Empathy: We value a high-performance culture rooted in inclusivity and respect. You will mentor and develop a multi-tiered team, fostering an environment focused on professional growth and collaborative problem-solving.

* You Will Be Strategic: This is a high-complexity role requiring sophisticated decision-making. You will collaborate with other leaders to build short- and long-term roadmaps that align our endpoint and service strategies with the Port's broader business missions.

If you have 8-10 years of experience (with at least 4 years leading service teams) and a passion for turning "support" into a strategic business enabler, we want to hear from you. Come help us build a seamless, secure, and modern computing environment that powers the Port of Portland.

Key Responsibilities

Service Delivery & IT Service Management (ITSM):

• Lead the service desk and customer support operations to ensure high-quality, responsive service aligned with ITIL best practices.
• Spearhead service delivery initiatives to enhance employee experience, elevate service maturity, and drive operational excellence.
• Mature service delivery toolsets and configuration management platforms to refine practices and drive efficient and consistent service delivery.

Leadership & Team Management:

• Lead, mentor, and develop a multi-tiered team of technology, management, analysts, and technical support staff.
• Foster a collaborative, inclusive, and high-performance team culture focused on empathy and efficient problem-solving.
• Establish and track clear team goals, Key Performance Indicators (KPIs), Standard Operating Procedures (SOPs), and Service Level Agreements (SLAs) to drive accountability and service excellence.

Full position description available upon request.

• Eight (8) + years of progressively responsible experience in Information Technology.
• Four (4) + years in a management role overseeing a service desk or technical support team.
• Bachelor's Degree - Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
• Highly Desired - ITIL/ITSM Certification.
• Background check clearance is required.
  
  Knowledge, Skills & Abilities
• Advanced experience with Project and program management to include planning, budgeting, and integration with business plans.
• Advanced understanding of ITSM Principles and ITIL Framework
• Advanced experience with ServiceNow, Microsoft Endpoint Manager (Intune), or Jamf Pro
• Advanced experience with Endpoint Operation Systems.

Tentative schedule:

• A minimum qualification evaluation of the education, training, and experience of submitted application packets will take place by Human Resources until this role closes on 12/28/2025.

• A Subject Matter Expert (SME) Panel will perform an evaluation of experience and training taken from your employment application materials.

• Our goal is to notify candidates who are selected for interviews by 1/6/2026. We will then schedule virtual first round of interviews with candidates who successfully passed the SME evaluation at the beginning of January. Panel Interviews will be held afterward.

About us:

At the Port of Portland, we use everything we have - our three airports, three working marine terminals, six business parks, and all the resources, expertise, and experience behind them - to move with purpose, connecting people with powerful opportunities and creating value for our region. We know that every person we hire, business we work with, contract we sign and decision we make is a chance to make someone's life better. And we'll use our power and influence to unlock new opportunities and ensure more people share in our region's success. With YOUR help - together with our partners, customers, and community - we'll help drive meaningful change!

Do you have questions about this job?

Contact us: careers@portofportland.com

Safety: The Port promotes safety as a Core value and we seek to eliminate harm through a culture of active prevention, curiosity, evaluation, and action. We comply with safety and health policies and procedures and consistently look for improvements that support operational excellence.

Equal Opportunity Employer: The Port of Portland is dedicated to maintaining and improving a work environment, which extends equal opportunity to all individuals, regardless of their race, color, sex, age, religion, national origin, marital status, veteran status, disability or sexual orientation. Employment decisions shall be made in such a manner as to further the principle of equal employment opportunity and to comply with state, federal and local laws. We affirm through this policy statement our continuing commitment to the principles of nondiscrimination.

Veterans Preference: Under Oregon law, qualified veterans may be eligible for veterans' preference when applying for Port of Portland positions. If you are a veteran and would like to be considered for a veteran's preference for this job, please provide the qualifying documents as instructed during the application process.

Background Checks and Drug Testing: The Port of Portland will conduct background checks and/or drug tests for positions where such tests are required by regulation and for other safety-sensitive positions.

ADA Accommodation: Accommodations will be considered for applicants or candidates with a qualifying disability that prevents them from participating in this process. Accommodations will be made where the Port can reasonably do so without imposing an undue hardship on the business or compromising the integrity of the recruitment process. An applicant with any disability who believes that they need an accommodation should contact Human Resources: call 503-415-6690 or email careers@portofportland.com.