Kiewit Service Delivery Manager

Position Overview

Kiewit Service Delivery (KSD) is the company’s one-stop shop for all things support, spanning IT, HR, Business, and beyond. As the KSD Manager, you will lead a cross-functional help desk team dedicated to one-touch resolution, exceptional customer experience, and efficient, accountable service delivery.

You’ll drive operational excellence across people, process, and technology, balancing efficiency, cost-effectiveness, and innovation. You’ll ensure that KSD continually evolves to meet the changing needs of our business by prioritizing automation, smart triage and routing, and enabling self-service through effective knowledge management. This role is ideal for a collaborative leader who thrives where continuous improvement and measurable results define success.

District Overview

Kiewit Technology Group builds solutions to enable and support our company's expansive operations. Our mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team utilizes systems and tools that manage every part of Kiewit's business and the project lifecycle to improve planning and day-to-day execution in the field. We give our people real-time data to make faster, smarter decisions. 

Location

This is an in-office role located on our LaVista, NE campus. This role requires daily on-site attendance.

Responsibilities

•  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.
• Drive Continuous Improvement: Identify recurring issues, bottlenecks, and inefficiencies across services. Partner with process owners to implement lasting solutions and optimize workflows.
• Enable Automation & Self-Service: Champion automation opportunities and knowledge management improvements that allow customers to resolve issues independently through the KSD ServiceNow portal.
• Optimize Routing & Smart Triage: Design and oversee intelligent routing processes that ensure requests reach the right resolver group quickly and accurately, minimizing handoffs.
• Enhance the Customer Experience: Leverage data and feedback to refine support processes, reduce friction, and ensure every interaction adds value.
• Operational Leadership: Oversee daily operations, including intake management, queue monitoring, escalations, and service performance reporting.
• 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.
• 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.
• Knowledge & Training Ownership: Maintain and evolve documentation and self-service content in ServiceNow to reduce ticket volume and improve one-touch resolution rates.

Qualifications

Required:

• 3+ years of experience in service delivery or help desk leadership (cross-functional experience strongly preferred)
• Proven record of leading teams focused on customer experience, process efficiency, and continuous improvement
• Strong understanding of ITSM principles, metrics, and workflows
• Demonstrated success managing through platforms like ServiceNow or equivalent enterprise service management tools
• Excellent communication, leadership, and stakeholder management skills

Preferred:

• ITIL Foundation or equivalent ITSM certification
• Familiarity with automation technologies and self-service enablement strategies (i.e. AI chatbots, RPA, or workflow automation)
• 4 year degree