As the IT Service Delivery Manager, you will play a crucial role in ensuring the smooth operation of IT services within our organization. You’ll be responsible for managing the Service Desk team, setting and meeting service level agreements (SLAs), and helping to drive accurate asset management. This position requires working on location at our Newton office three days a week. A background in, and passion for, the senior living, healthcare, and/or hospitality industries is also a plus.

Responsibilities:

• Lead and manage a team of internal staff and international vendor resources responsible for Service Desk operations. Determine ongoing staffing needs based on demand.
• Partner with IT and cross-functional leadership to set SLAs, performance metrics, and support goals, and ensure metrics are met or exceeded for timely and accurate customer service.
• Improve service quality and customer satisfaction by implementing improvement initiatives.
• Act as an escalation point for support calls and services requests.
• Contribute to workflows for tracking and provisioning computers and other end-user hardware to ensure timely delivery to the field and maintenance of a fully functioning fleet.
• Oversee IT onboarding support for new hires.
• Manage all aspects of relationships with third-party vendors responsible for support and asset delivery, including contract negotiations, budgeting, and invoicing. Continually monitor for new opportunities for collaboration or cost savings.
• Lead IT communication efforts to the field, keeping team members up to date on the latest news, developments, outages, etc. to help them be effective and efficient in their roles.
• Maintain a full understanding of the current functionality of the service desk system (ServiceNow) and partner with others to drive its ongoing evolution.
• Stay up to date on the latest technology and industry trends related to senior living to ensure our support remains current and effective.

Requirements:

• Bachelor's degree in IT, computer science, or a related field, or equivalent experience.
• A minimum of five years in IT service delivery.
• Experience with Microsoft tools including Office.com, Teams, and OneDrive.
• Agile mindset with focus on iterative change and continuous improvement.
• Excellent communication skills, with an ability to listen effectively, comprehend internal client needs, and explain technical details in user-friendly language.
• Detail-oriented with a proactive approach to problem-solving.
• Willingness to support several projects at one time and the ability to deliver high-quality work on schedule.
• Experience with ServiceNow and a history of process improvement implementations is a plus.

Additional Certificates, Licenses, Registrations:

• Project Management Professional (PMP), Certified Scrum Master (CSM), and/or ITIL certification helpful but not required.