What are the responsibilities and job description for the Service Delivery Manager position at Matter Health?
About Matter Health
Matter Health delivers primary and preventive healthcare directly to older adults living in public housing communities.
Our mission is simple: to improve healthcare access by meeting patients where they are and building trusted relationships within the communities we serve. We are rapidly expanding across Tennessee and are seeking mission-driven professionals who thrive in fast-paced, people-centered environments.
Total Healthcare. Where you live.
About The Role
Matter Health is seeking a Service Delivery Manager to lead day-to-day IT service delivery across our growing organization.
This is a hands-on leadership role responsible for ensuring reliable technology support while serving as the primary point of contact for IT service operations. You'll oversee our Managed Service Provider (MSP), manage incident response, support Microsoft 365 administration, coordinate executive technology support, and partner closely with leaders across the business to deliver exceptional internal customer service.
We're looking for someone who enjoys solving problems, improving processes, and building strong relationships just as much as they enjoy technology. This isn't a role where you'll simply manage from the sidelines—you'll be an active contributor who helps keep our teams productive and our technology running smoothly every day.
What You'll Do
First 90 Days
Required
At Matter Health, we believe that where you live should never determine the quality of care you receive. Every team member plays an important role in improving healthcare access for older adults who have historically been underserved by traditional healthcare systems.
This isn't just a mission statement—it's the work we do every day.
Total Healthcare. Where you live.
Working at Matter Health
We're committed to supporting our team both professionally and personally. Benefits for full-time team members begin on the first of the month after your start date.
Health & Wellness
Equal Opportunity Employer
Matter Health is committed to building a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences and foster an environment where every team member feels valued, respected, and supported.
Matter Health delivers primary and preventive healthcare directly to older adults living in public housing communities.
Our mission is simple: to improve healthcare access by meeting patients where they are and building trusted relationships within the communities we serve. We are rapidly expanding across Tennessee and are seeking mission-driven professionals who thrive in fast-paced, people-centered environments.
Total Healthcare. Where you live.
About The Role
Matter Health is seeking a Service Delivery Manager to lead day-to-day IT service delivery across our growing organization.
This is a hands-on leadership role responsible for ensuring reliable technology support while serving as the primary point of contact for IT service operations. You'll oversee our Managed Service Provider (MSP), manage incident response, support Microsoft 365 administration, coordinate executive technology support, and partner closely with leaders across the business to deliver exceptional internal customer service.
We're looking for someone who enjoys solving problems, improving processes, and building strong relationships just as much as they enjoy technology. This isn't a role where you'll simply manage from the sidelines—you'll be an active contributor who helps keep our teams productive and our technology running smoothly every day.
What You'll Do
- Lead day-to-day IT service delivery operations across the organization.
- Serve as the primary liaison between Matter Health and our Managed Service Provider (MSP).
- Monitor service performance, review service levels, and drive continuous improvement.
- Oversee Microsoft 365 administration, user lifecycle management, and endpoint management.
- Own the incident management process from identification through resolution and post-incident review.
- Coordinate responses to high-priority technical issues while communicating effectively with stakeholders.
- Partner with vendors and internal teams to resolve technology challenges.
- Ensure high-quality deskside support for employees and executive leadership.
- Deliver and oversee white-glove technology support for executive leadership.
- Identify opportunities to improve IT processes, documentation, and operational efficiency.
- Help build scalable technology operations that support Matter Health's continued growth.
First 90 Days
- Build relationships with key stakeholders across the organization.
- Gain a strong understanding of Matter Health's technology environment and service delivery processes.
- Become familiar with the MSP partnership, ticketing environment, and current support workflows.
- Begin identifying opportunities to improve service quality and operational efficiency.
- Take ownership of IT service delivery operations.
- Strengthen MSP accountability and improve service metrics.
- Implement process improvements that enhance the employee support experience.
- Build trusted relationships across departments as a technology partner.
- Establish scalable service delivery processes that support organizational growth.
- Continue improving operational performance, incident response, and end-user satisfaction.
- Serve as a trusted advisor for technology operations across Matter Health.
Required
- 3 years of experience in IT support, service delivery, or IT operations.
- Experience managing or partnering with a Managed Service Provider (MSP) or third-party IT vendor.
- Experience administering Microsoft 365 technologies, including Exchange Online, Teams, SharePoint, Intune, and Entra ID (Azure Active Directory).
- Strong understanding of incident management and IT service delivery best practices.
- Exceptional customer service and relationship-building skills.
- Experience supporting executive stakeholders with professionalism and discretion.
- Ability to prioritize multiple initiatives in a fast-paced environment.
- Familiarity with HIPAA compliance and supporting protected health information (PHI).
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Experience with ITSM platforms such as ServiceNow or similar tools.
- Experience supporting healthcare organizations or other regulated industries.
- Experience supporting multi-site environments.
- Exposure to electronic health record (EHR) systems.
At Matter Health, we believe that where you live should never determine the quality of care you receive. Every team member plays an important role in improving healthcare access for older adults who have historically been underserved by traditional healthcare systems.
This isn't just a mission statement—it's the work we do every day.
Total Healthcare. Where you live.
Working at Matter Health
We're committed to supporting our team both professionally and personally. Benefits for full-time team members begin on the first of the month after your start date.
Health & Wellness
- Medical, dental, and vision coverage
- Employer-funded HSA and FSA options
- Employer-paid life and disability insurance
- Voluntary illness, accident, and hospitalization coverage
- Access to Matter Health's in-person and virtual care services
- Competitive compensation
- 401(k) with company match beginning on day 60
- Financial wellness resources
- Up to 4 weeks of PTO
- 10 paid company holidays
- 2 volunteer days each year
Equal Opportunity Employer
Matter Health is committed to building a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences and foster an environment where every team member feels valued, respected, and supported.