What are the responsibilities and job description for the IT Service Delivery Manager position at Canyon Ranch?
Canyon Ranch has been redefining wellness travel and transformative hospitality for more than 45 years. As the global leader in destination wellness, Canyon Ranch inspires lifelong well-being through world-class experts, personalized guidance, and immersive experiences that help guests live healthier, more fulfilling lives.
Now, we are entering an exciting new chapter with the opening of Canyon Ranch Austin in October 2026 - our newest wellness destination nestled in the Texas Hill Country. Designed to connect guests with nature, adventure, restoration, and personal growth, Austin will build upon the legacy established in Tucson, Lenox, and Las Vegas while creating new opportunities for exceptional talent to shape the future of wellness hospitality.
Recognized among the most outstanding hotels in the world by the Michelin Guide 2025, Canyon Ranch offers more than a career - it offers the opportunity to make a meaningful impact on the lives of others every day.
Join the innovative Information Technology team at Canyon Ranch as an IT Service Delivery Manager (Service Delivery & Client Services Manager) supporting web, application, and API management operations in Austin, Texas. This leadership role is responsible for ensuring the reliability, performance, security, and continuous improvement of customer-facing and internal digital platforms. The ideal candidate is a strategic technology leader who can bridge technical operations with business priorities while driving service excellence across both human-led and AI-assisted environments. This role oversees service operations, platform governance, incident management, vendor relationships, and team leadership to ensure scalable and secure digital experiences.
This is a hybrid position for a Texas-based candidates with remote work and travel to the Spicewood, TX and Fort Worth, TX locations as needed.
- Lead the operational health, reliability, and performance of web platforms, applications, and API services
- Manage service delivery processes including SLA/SLO monitoring, incident response, root cause analysis, and change management
- Establish observability and monitoring standards across infrastructure, applications, and AI-driven systems
- Oversee API governance including security protocols, authentication, versioning, lifecycle management, and integration monitoring
- Drive platform security initiatives and maintain compliance with applicable regulatory and security standards
- Partner with development, architecture, and business teams to improve scalability, reliability, and operational efficiency
- Manage relationships with third-party vendors, SaaS providers, hosting partners, and technology service providers
- Evaluate emerging AI and automation technologies for operational effectiveness, governance, and risk management
- Lead and mentor a small technical team while supporting the evolution of AI-assisted service delivery operations
- Develop operational standards, accountability frameworks, and executive-level reporting related to service performance and platform health
- Support continuous improvement initiatives and technology modernization efforts across the organization
WHAT YOU'LL NEED TO BE SUCCESSFUL:
- 3–5 years of experience in service delivery, infrastructure operations, application support, or a related IT leadership role
- Experience managing web applications, APIs, cloud services, and enterprise technology platforms
- Strong understanding of incident management, platform monitoring, change management, and service reliability best practices
- Knowledge of networking technologies including WAN, VPN, WiFi, firewalls, routers, and Layer 2/3 switching
- Experience supporting Microsoft Server and workstation environments
- Familiarity with cloud backup technologies, infrastructure platforms, and enterprise hardware environments
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent organizational, communication, and leadership abilities
- Ability to manage multiple priorities in a fast-paced environment while maintaining strong attention to detail
- Experience working with vendors, contracts, and technology service providers preferred
- High level of professionalism with strong customer service and interpersonal skills
- High school diploma or equivalent required
WHAT YOU'LL RECEIVE AS A CANYON RANCH COLLEAGUE:
- Use of services and facilities including the spa, fitness classes, lectures, and overnight stays at all Canyon Ranch locations nationwide.
- Generous health plan including Health, Dental and Vision after 30 days of employment.
- 25 Days of personal and holiday time off (vacation, sick and holidays)
- Supplemental Health care options (including Accidental, Critical Illness and Hospital care)
- Employer-paid life insurance and Employee Assistance Program
- Paid Maternity leave
- A supportive, collaborative work environment with opportunities for professional growth.
Benefits:
Employee Discounts, Health Insurance, Vacation & Paid Time OffSalary : $87,000