IT Service Delivery Manager

Position Summary

The IT Service Delivery Manager is responsible for leading the delivery, support, and continuous improvement of IT service.

This role partners closely with business stakeholders, IT leadership, and third-party service providers to ensure technology supports organizational objectives and enables productive, reliable end-user experience.

The position oversees day-to-day IT service delivery, escalation management, and service performance, ensuring timely issue resolution, adherence to SLAs, and consistent process standardization.

It also leads service-related projects from planning through successful transition into ongoing support,

The IT Service Delivery Manager also champions ITSM process governance, service performance reporting, and a culture of continuous improvement, fostering strong collaboration across internal IT teams, business partners, and external vendors to improve service quality and operational efficiency.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities

Customer Experience & Business Relationship Management


* Build and maintain strong relationships with business and operations leaders to ensure IT services align with organizational priorities and user needs.


* Act as a trusted advisor to business stakeholders by identifying opportunities to improve productivity, operational efficiency, and user experience through technology solutions and process improvements.


* Champion a customer-focused service culture centered on responsiveness, communication, accountability, and continuous improvement.


* Provide clear and transparent communication regarding service performance, major incidents, service initiatives, and improvement efforts.

Service Delivery & Escalation Management


* Lead day-to-day IT service delivery to ensure services are delivered effectively and in alignment with established SLAs and operational objectives.


* Own the end-to-end escalation management process, ensuring timely coordination, communication, and resolution of complex IT issues.


* Serve as the primary point of contact for high-priority incidents and escalations involving internal teams, vendors, and business stakeholders.


* Analyze service trends, recurring issues, and operational metrics to identify root causes and implement preventative solutions.


* Monitor and report on service delivery performance, including KPIs, SLAs, customer satisfaction, backlog trends, and operational health.

Process Improvement & Service Quality


* Lead continuous improvement initiatives focused on operational efficiency, automation, service quality, and user experience.


* Design, implement, and optimize IT service management processes, including incident, request, problem, change, and escalation management workflows.


* Develop and maintain governance standards for IT service, docu...