Aecom
Trusted global infrastructure consulting firm delivering engineering, design, construction management services.
IT Service Delivery Specialist - Hybrid - Dallas / Houston TX
Manage regional IT service delivery, incidents, and continuous improvement.
Job Highlights
About the Role
The IT Service Delivery Specialist will join AECOM's Corporate IT team, reporting to the AMER Regional IT Service Delivery Manager. This hybrid role, based in Dallas or Houston, TX, acts as a trusted partner to the business by ensuring customer needs are understood and met. In this position the specialist will oversee day‑to‑day IT service delivery for an assigned U.S. region, collaborate with the regional Business Relationship Manager, ensure compliance with ITSM and asset‑management processes, manage escalations, and drive continuous improvement and automation initiatives. • Take direction from the AMER IT Service Delivery Manager. • Provide day‑to‑day IT Service Delivery oversight for the assigned US East or West region, including required time‑zone coverage. • Partner with the regional Business Relationship Manager to understand regional issues and challenges. • Provide updates on projects and improvement initiatives. • Ensure IT audits are logged, completed, and reported to management. • Manage escalations within the region. • Support ongoing and new projects while adhering to ITSM and asset‑management processes. • Record, document, and close tickets properly; track regional ticket data and provide updates. • Collaborate with AECOM’s managed service provider and all IT towers to drive service improvements. • Drive standardized processes and automation across the region. • Provide on‑call support for Major Incident Management. • Document and communicate processes, procedures, standards, knowledge articles, and training materials. • Manage multiple conflicting priorities and mentor junior staff.
Key Responsibilities
- ▸service delivery
- ▸itsm
- ▸escalation management
- ▸process automation
- ▸incident management
- ▸ticket management
What You Bring
Candidates must hold a BA/BS and have at least four years of experience in IT service delivery or ITSM process management, with strong incident‑response knowledge, exceptional customer‑facing abilities, and the capacity to manage multiple priorities while mentoring junior staff. Preferred experience includes ServiceNow, Nexthink, Windows 11, and work with large, global engineering or infrastructure teams. • Maintain a BA/BS degree and at least 4 years of relevant IT Service Delivery or ITSM experience. • Demonstrate incident response expertise and deep knowledge of ITSM processes. • Exhibit exceptional customer‑facing and communication skills, including with senior leadership. • Prefer experience with ServiceNow, Nexthink, Windows 11, and large global/cross‑border teams. • Prefer background in engineering or infrastructure consulting environments.
Requirements
- ▸ba/bs
- ▸4+ years
- ▸servicenow
- ▸nexthink
- ▸incident response
- ▸customer‑facing
Benefits
The role offers a salary range of $90,000–$115,000 yearly, hybrid work flexibility, and access to AECOM’s comprehensive benefits such as medical, dental, vision, paid time off, retirement plans and employee stock purchase. Relocation assistance and U.S. work‑authorization sponsorship are not available.
Work Environment
Hybrid