IT Service Delivery Senior Manager

Meriton is a national team of experts driving HVAC innovation through a network of high-performing companies. From strategy and support to systems and solutions, we work behind the scenes to strengthen operations and build value—for our partners and our people.

If you’re looking to make an impact, we’re glad you’re here. At Meriton, you’ll join a team that believes in big ideas, doing great work, and building careers that matter—every step of the way.

Senior Manager, IT Service Delivery

Reports to: VP, Technology

FLSA Status: Full time

The Company

Meriton is a national investment holding company with a portfolio of six operating companies in the commercial HVAC industry. Founded in 2019, Meriton is the parent holding company to successful commercial HVAC businesses in the nation. All Meriton businesses offer innovative commercial systems with flexibility of equipment and solutions to best match each application. The Meriton businesses work with industry professionals and end users from the conceptual stage of projects to provide energy-efficient, value-added solutions to their complex problems. Our sales professionals offer technical expertise and application experience in the design, construction, commissioning, and operation of building mechanical systems.

The overall mission is simple: we want to create value and make a difference every day in our journey to be the best HVAC sales and service organizations in North America. Meriton believes we can succeed in that mission by being the BEST provider for our clients, the BEST partner for manufacturers, the BEST company for our employees, and the BEST investment for our current and future shareholders.

The Opportunity

The IT Service Delivery Senior Manager is responsible for overseeing the delivery of IT services across the organization, ensuring exceptional customer service, operational excellence, and alignment with business goals. This leader will drive the vision for IT Infrastructure & Operations (I&O), ensuring technology services and capabilities evolve in step with Meriton’s rapid growth and digital transformation objectives.

This role leads the IT Service Desk, enables the enterprise adoption of Microsoft 365 products, manages automation and AI-driven service initiatives, and ensures IT services are reliable, secure, and customer-focused. The ideal candidate will be a transformational leader who can guide teams through organizational change while continuously improving service delivery through innovation, automation, and data intelligence.

Responsibilities

Service Management & Delivery

• Lead and manage the IT Service Desk and support teams to ensure timely and customer-focused resolution of incidents and service requests.
• Maintain a high standard of end-user satisfaction by monitoring response quality, feedback, and service performance metrics.
• Develop and implement automation and AI-based capabilities to improve efficiency, response times, and service consistency.
• Leverage Microsoft 365 tools (including Teams, SharePoint, Exchange Online, Intune, and Power Platform) to enhance collaboration, communication, and productivity.
• Monitor service performance metrics and SLAs, taking proactive action to ensure reliability and excellence in service delivery.

Stakeholder Engagement

• Act as the primary point of contact for IT service delivery issues and escalations, ensuring clear, empathetic, and solution-oriented communication.
• Collaborate with business units to understand evolving IT needs and ensure services adapt to organizational growth and transformation.
• Communicate the IT I&O vision, key initiatives, and performance metrics to stakeholders and executive leadership.

Team Leadership

• Manage, mentor, and develop a high-performing team of IT service professionals with a strong focus on customer service and innovation.
• Lead the team through change, fostering resilience, adaptability, and a growth mindset as the organization evolves.
• Cultivate a culture of accountability, collaboration, and continuous learning through modern technology and leadership practices.
• Conduct regular performance reviews and promote professional development focused on service excellence, technical advancement, and leadership readiness.

Process Improvement & Innovation

• Drive the integration of artificial intelligence (AI) into service delivery operations to enhance ticket triage, predictive maintenance, and user self-service capabilities.
• Identify opportunities to improve service delivery processes, emphasizing automation, proactive monitoring, and self-service.
• Lead digital transformation initiatives using Microsoft 365, Power Platform, and AI technologies to streamline communication and operational workflows.
• Stay current with industry trends, emerging technologies, and evolving customer expectations to maintain an agile and future-ready IT organization.
• Promote cross-functional collaboration and efficiency through data-driven insights and continuous improvement.

Compliance & Risk Management

• Ensure compliance with internal policies, regulatory requirements, and cybersecurity standards.
• Maintain awareness of change impacts across a dynamic business environment, adjusting IT services to minimize risk and disruption.

Qualifications

• Bachelor’s degree in Information Technology related field or equivalent experience (5 years in IT service management with at least 10 years in a leadership role).
• Proven ability to drive IT Infrastructure & Operations (I&O) vision and deliver measurable improvements in service quality, automation, and end-user experience.
• Deep familiarity with Microsoft 365 technologies (e.g., Teams, Exchange, SharePoint, Intune, OneDrive)
• Demonstrated success integrating AI and automation into IT service management workflows.
• Exceptional communication, leadership, and customer service skills.
• Ability to adapt to changing business priorities and thrive in a fast-paced, growth-oriented environment.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Familiarity with cloud services, cybersecurity, and enterprise IT environments.

Preferred Skills

• Strong communication skills and experience in organizational change management and technology adoption.
• Strong analytical and reporting capabilities, with a focus on customer satisfaction and service performance metrics.
• Ability to lead through ambiguity, drive transformation, and foster a culture of innovation.

Additional Information

Meriton is an Equal Opportunity Employer. This job description is not intended to be all-inclusive; employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status.  Reasonable accommodations will be made for qualified individuals with disabilities unless doing so would result in an undue hardship.

Salary ranges listed are dependent upon a candidate’s qualifications, experience, internal equity, and the budgeted amount for the specific role and location.