Kip Jackson
Servant Leader, IT Service Delivery & Technical Operations
- Role
- Sr Service Delivery Manager Leading Service Desk & Tier 2 3 Technical Support Teams at Serco
- Location
- Pittsburgh, PA, US
- LinkedIn followers
- 500 followers
About Kip Jackson
Proven leader with a strong track record of spearheading high-impact initiatives that drive business transformation and operational excellence. Recognized for building, training, and motivating high-performing teams to improve productivity, maintain quality service standards, and enhance end-user and customer satisfaction. Demonstrated success leading enterprise-wide change management initiatives that deliver measurable improvements.Highly analytical and data-driven, with expertise translating complex data into actionable insights and scalable solutions across business, product, and technical domains. Adept at administering budgets, optimizing resources, and resolving complex issues to successfully deliver programs and initiatives from inception through completion. Deep knowledge of CI/CD and SDLC principles, with hands-on experience overseeing product implementations, enhancements, and audits. Known for strong communication and problem-solving skills, with a proven ability to build consensus and alignment across internal and external stakeholders to achieve shared goals.Areas of Expertise:• Technical Operations & Service Delivery Leadership• ITIL / Incident, Problem & Change Management• Project & Program Management• Release & Quality Management• CI/CD & SDLC Governance• Strategic Planning & Execution• Budget & Resource Management• Root Cause Analysis & Continuous Improvement• Data Analysis & Decision Support• Staff Training, Development & Team Leadership• Customer & Contact Center Operations• Desktop & End-User Computing Management• Cross-Functional & Stakeholder Collaboration
Experience
Sr Service Delivery Manager Leading Service Desk & Tier 2 3 Technical Support Teams
Jun 2021 — Present · Herndon, VA, US
Senior Service Delivery Manager with proven leadership of Service Desk and Tier 2/3 technical support teams in enterprise IT environments. Expert in IT operations, ITIL/ITSM, incident, problem, and change management, driving SLA performance, MTTR reduction, and service reliability.Strong people leader experienced in building and mentoring high-performing, globally distributed teams while partnering with infrastructure, application, security, and business stakeholders. Leads M&A / acquisition integrations, standardizing support models and onboarding organizations into scalable IT service delivery with minimal disruption.
Education
Montgomery College
Business Administration
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