Purpose

The IT Service Delivery Manager is responsible for overseeing the delivery of high-quality IT services to our internal clients. This role involves managing the day-to-day operations of the IT service delivery team, ensuring service levels are met, and driving continuous improvement in service delivery processes. The ideal candidate will possess strong leadership skills, a customer-centric approach, and a deep understanding of IT service management principles.

Essential Functions

• Lead and manage the IT service delivery team to ensure effective and efficient IT service delivery.
• Drive the adoption and integration of AI-powered solutions to automate service desk operations, enhance user experience, and optimize resource allocation.
• Monitor and achieve service performance metrics and KPIs, leveraging AI analytics where possible.
• Collaborate with cross-functional teams to pilot and scale AI initiatives within IT service management.
• Develop and maintain strong relationships with stakeholders and clients, acting as the primary contact for service delivery issues.
• Ensure adherence to service delivery processes, policies, and procedures, with continuous improvements.
• Oversee incident and problem management processes, ensuring timely resolution and effective root cause analysis.
• Manage change and release management processes, ensuring smooth implementation and minimal impact.
• Identify and implement opportunities for process improvements and drive a culture of continuous improvement.
• Communicate effectively with senior management, providing regular updates on service performance and improvement initiatives.
• Provide leadership, coaching, and mentoring to the IT service delivery team, fostering a collaborative and high-performance culture.
• Manage end-user hardware/application deployment and support, ensuring maximum system availability.
• Project manage the successful implementation of ICT projects.
• Gather and analyze user satisfaction scores monthly and update knowledge base articles.

Required Experience and Education

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience (5+ years) in a service delivery management role within an IT environment.
• ITIL certification or equivalent in IT service management.
• Knowledge of AI technologies and their application in ITSM (AIOps, chatbots, predictive analytics, etc.).
• Experience with AI-enabled ITSM tools is an advantage.
• Experience with Microsoft 365 Technologies/Administration.
• Experience in managing IT service delivery in a global, matrixed organisation.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Excellent project management skills with strong planning and organizational abilities.
• High levels of customer service skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Adaptable and flexible to changing demands, with the ability to implement and manage change.
• Experience with ITSM tools such as ServiceNow, Service Desk Plus, or similar.
• Project management certification (PMP, PRINCE2) is an advantage.

Physical Requirements

• Work is performed in a typical office setting with minimal health or safety hazards exposure—prolonged periods of sitting at a desk and working on a computer.
• Up to 20% travel may be required.
• Moderate lifting/carrying 15-44 lbs; use of fingers, walking/standing 2-6 hours
• Exposure to hazardous materials or various weather conditions
• Travel to client sites that can pose a risk associated with the healthcare organization
• May be required to follow customer location health and safety standards

Benefits

Our benefits for Full Time employees are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package.

The starting pay range for a candidate selected for this position is generally within the $100,000 - $125,000 annual base salary range. However, the successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the exact starting pay may be above or below this range.

Clinisys’ Commitment to Equal Opportunity:

Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

General Guidance:

This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding, or reducing the scope of accountabilities and is subject to change at any time.

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