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IT Service Delivery Manager

United States, District of Columbia, Washington DCTechnology

Job description

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks an experienced IT Service Delivery Manager.


Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

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Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

Job Purpose

As an IT Service Delivery Manager, you will manage the management, delivery and transition to operation & maintenance (O&M) of projects impacting Great Minds IT Infrastructure, IT Security, SaaS applications, and end user systems. The IT Service Delivery Manager will work closely with our rapidly-growing IT team, as well as key leadership across the organization, and with third-party vendors in planning, coordinating, executing, and supporting a number of technology initiatives.

The ideal candidate will have strong technical, analytical and problem-solving skills. Successful candidates for this position will be self-starters with a bias towards action, have strong communication skills, are able to work across multiple workstreams with a high degree of flexibility and autonomy with a strong attention to detail.

The IT Service Delivery Manager will use an Agile framework to track project task and user stories within JIRA to ensure objectives are achieved and brings a mindset of continuous improvement to the business operations.

Our corporate tech stack is 100% cloud and we have no on-premise systems or data centers. Successful candidates should be fluent in O365 and cloud native architectures and tools.


  • This individual will be responsible for planning, documenting, managing, and coordinating technology initiatives from initiation through delivery
  • Lead process-improvement efforts and manage the implementation of both business processes and technical solutions
  • Creates projects documents, reports and dashboards
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Identifies and deploys resources required for internal facing IT initiatives or change requests
  • Build and maintain strong relationships with internal and external stakeholders; effectively communicate with all stakeholders and facilitate various project related meetings
  • Maintains service delivery, and project tools
  • Engages with all levels of staff and management, operating in a fast-paced environment with teams that are focused on producing high quality outcomes
  • Train, mentor, and support the agile teams to effectively follow agile methodology

Job requirements

  • Bachelor's degree or equivalent practical experience.
  • 5+ years’ technology work experience and 2-3 years demonstrated information technology service delivery, change and project management.
  • Experience working in an agile (Scrum or Kanban) environment, facilitating release planning and project management
  • Working knowledge of Jira or similar project management software
  • Proven experience managing hybrid internal/external teams, processes, and deliverables

Preferred Qualifications:

  • Demonstrated performance in working in a fast-paced environment and able to deal with sudden shifts in project priorities
  • Ability to communicate clearly and effectively with multiple stakeholders across businesses, leadership, and teams.
  • Experience with Agile based practices - Kanban, Scrum
  • Understanding of value streams
  • Understanding of Continuous Improvement concepts, process and tools
  • Education industry experience
  • ITIL, Agile, and/or PMP certification
  • Hands-on technical skills in cloud and general IT infrastructure


Required Education

  • Minimum of BA/BS degree


  • Full-time


  • Washington D.C.

Resume and cover letter required.

Selected candidate will be required to pass a criminal history background check.

New employees will be required to provide proof of COVID-19 vaccination, subject to potential accommodation as required by law or otherwise permitted by the Company.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains or If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.