Manager, IT Service Delivery

The Manager of IT Service Delivery leads a team responsible for delivering high-quality, user-centered IT support and service enhancements across the organization. This leader owns the strategy and execution of initiatives aimed at improving how internal users experience and interact with enterprise technology.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience)
• 7+ years of experience in IT operations, technical support, or systems analysis, with at least 2 years in a people management or team lead role
• Deep understanding of IT service management frameworks (ITIL) and user-centered support principles
• Experience managing customer-facing IT teams or service desks, with a strong track record of driving user satisfaction and service improvements
• Familiarity with enterprise ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, or similar
• Strong leadership, coaching, and communication skills—able to engage both technical teams and non-technical stakeholders
• Demonstrated experience using metrics and data to drive decision-making and continuous improvement
• Experience working with Microsoft 365, identity and access management, endpoint management, and common enterprise SaaS platforms
• Relevant certifications (e.g., ITIL v3/v4, HDI, Microsoft 365) are a plus

Benefits

• healthcare services to the elderly
• includes Adult Day Health Centers and primary care clinics
• promoting participant autonomy, quality of life and the ability for individuals to live in their communities