Infrastructure Service Delivery Manager – Principal

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Business Relationship Management

• Serve as the primary point of contact for technology-related needs for assigned operating companies.
• Build strong relationships with executives, department heads, and site leaders to understand business roadmaps, operational pressures, and required outcomes.
• Translate business needs into actionable IT initiatives and ensure appropriate prioritization.
• Facilitate two-way communication: business feedback to IT and IT updates back to business stakeholders.
  
  

Service Delivery Oversight

• Own the end-to-end service delivery experience for infrastructure services across assigned entities (cloud, network, compute, EUC, collaboration tools, identity, AV, and MSP-delivered services).
• Monitor SLA performance, ticket volumes, trends, and recurring issues for each entity.
• Partner closely with the MSP to ensure consistent service quality, timely resolution, and adherence to processes.
• Lead monthly or quarterly service reviews with each operating company.
  
  

Escalation & Incident Coordination

• Act as the escalation point for major incidents impacting assigned entities.
• Coordinate communication between MSP, internal engineering teams, and business leaders.
• Ensure proper incident documentation, root-cause analysis, and corrective actions.
• Communicate timelines, impact, and resolution status clearly and professionally.
  
  

Demand, Intake, and Prioritization

• Manage the intake of new requests, projects, enhancements, and operational needs from each business unit.
• Assess scope, criticality, urgency, and alignment with enterprise technology strategy.
• Partner with IT leadership to determine prioritization and resource allocation.
• Ensure no work bypasses established intake and governance processes.
  
  

Portfolio & Roadmap Alignment

• Maintain visibility into all active and upcoming initiatives across infrastructure, cloud, DevOps, collaboration, and end user services.
• Work with business leaders to align expectations, timelines, and dependencies.
• Support annual planning, budgeting, and forecasting for IT Infrastructure Services.
  
  

Continuous Improvement & Optimization

• Identify opportunities to improve service delivery processes, communication paths, and operational efficiency.
• Recommend technology standardization and best practices across entities.
• Monitor user experience trends and proactively address pain points.
• Promote adoption of modern workplace tools and shared-services efficiencies.
  
  

Vendor, MSP, and Engineering Team Coordination

• Work directly with MSP leadership to ensure performance meets expectations.
• Partner with internal engineering teams (Cloud, Network, EUC, Collaboration, IAM, DevOps) to coordinate implementations and changes.
• Validate the accuracy and completeness of technical documentation and change readiness.
  
  

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)