Kiewit Service Delivery Manager

Overview

Lead cross-functional service desk to deliver high-quality support and automation

Key Responsibilities

• intelligent routing
• automation
• servicenow
• process optimization
• kpi management
• team leadership

Tasks

-Optimize Routing & Smart Triage: Design and oversee intelligent routing processes that ensure requests reach the right resolver group quickly and accurately, minimizing handoffs. -Operational Leadership: Oversee daily operations, including intake management, queue monitoring, escalations, and service performance reporting. -Cost and Efficiency Management: Continuously evaluate service delivery costs and drive processes down to the most effective tier through clear documentation, training, and process automation. -Enhance the Customer Experience: Leverage data and feedback to refine support processes, reduce friction, and ensure every interaction adds value. -Enable Automation & Self-Service: Champion automation opportunities and knowledge management improvements that allow customers to resolve issues independently through the KSD ServiceNow portal. -Drive Continuous Improvement: Identify recurring issues, bottlenecks, and inefficiencies across services. Partner with process owners to implement lasting solutions and optimize workflows. -Perform work safely and effectively. Understand and follow oral and written instructions, including warning signs, equipment use, and other policies. -Knowledge & Training Ownership: Maintain and evolve documentation and self-service content in ServiceNow to reduce ticket volume and improve one-touch resolution rates. -Lead and Develop the KSD Team: Build and mentor a multi-disciplinary service delivery team supporting IT, HR, Benefits, and Business Operations. Create a culture of accountability, empathy, and excellence in customer experience. -Deliver High-Performance Support: Ensure consistent achievement of KPIs such as first-contact resolution, SLA compliance, cost per transaction, and customer satisfaction. -Cross-Functional Collaboration: Partner with IT, HR, Benefits, and Business stakeholders to align service models and communication standards that drive efficiency and satisfaction across the enterprise. -Work during normal operating hours to organize and complete work within given deadlines. Work overtime and weekends as required.

Requirements

• servicenow
• itil
• automation
• leadership
• 3+ years
• degree

What You Bring

-Communicate and interact effectively and professionally with supervisors, employees, and others individually or in a team environment. -Strong understanding of ITSM principles, metrics, and workflows -Regular, reliable attendance -Demonstrated success managing through platforms like ServiceNow or equivalent enterprise service management tools -Excellent communication, leadership, and stakeholder management skills -ITIL Foundation or equivalent ITSM certification -4 year degree -Work productively and meet deadlines timely -Proven record of leading teams focused on customer experience, process efficiency, and continuous improvement -3+ years of experience in service delivery or help desk leadership (cross-functional experience strongly preferred) -Familiarity with automation technologies and self-service enablement strategies (i.e. AI chatbots, RPA, or workflow automation)

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About Kiewit

-It evolved into a massive employee‑owned network operating across North America, delivering projects valued in the billions. -Today it specializes in transportation, water/wastewater, power, oil, gas & chemicals, building, industrial, marine and mining sectors. -Signature projects include New York’s 63rd Street Tunnel, Baltimore’s Fort McHenry Tunnel, T‑Mobile Park in Seattle, and major renewable energy sites. -Its marine division undertakes dredging, coastal resiliency and naval base work, while energy teams deliver gas, power delivery and renewables. -With deep roots in engineering‑led construction, it is known for tackling the kind of ‘impossible’ projects that reshape cities and industries.

Sector Specialisms