Position Summary

The IT Service Delivery Manager is responsible for leading the delivery, support, and continuous improvement of IT service. This role partners closely with business stakeholders, IT leadership, and third-party service providers to ensure technology supports organizational objectives and enables productive, reliable end-user experience.

The position oversees day-to-day IT service delivery, escalation management, and service performance, ensuring timely issue resolution, adherence to SLAs, and consistent process standardization. It also leads service-related projects from planning through successful transition into ongoing support,

The IT Service Delivery Manager also champions ITSM process governance, service performance reporting, and a culture of continuous improvement, fostering strong collaboration across internal IT teams, business partners, and external vendors to improve service quality and operational efficiency.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities

Customer Experience & Business Relationship Management

• Build and maintain strong relationships with business and operations leaders to ensure IT services align with organizational priorities and user needs.

• Act as a trusted advisor to business stakeholders by identifying opportunities to improve productivity, operational efficiency, and user experience through technology solutions and process improvements.

• Champion a customer-focused service culture centered on responsiveness, communication, accountability, and continuous improvement.

• Provide clear and transparent communication regarding service performance, major incidents, service initiatives, and improvement efforts.

Service Delivery & Escalation Management

• Lead day-to-day IT service delivery to ensure services are delivered effectively and in alignment with established SLAs and operational objectives.

• Own the end-to-end escalation management process, ensuring timely coordination, communication, and resolution of complex IT issues.

• Serve as the primary point of contact for high-priority incidents and escalations involving internal teams, vendors, and business stakeholders.

• Analyze service trends, recurring issues, and operational metrics to identify root causes and implement preventative solutions.

• Monitor and report on service delivery performance, including KPIs, SLAs, customer satisfaction, backlog trends, and operational health.

Process Improvement & Service Quality

• Lead continuous improvement initiatives focused on operational efficiency, automation, service quality, and user experience.

• Design, implement, and optimize IT service management processes, including incident, request, problem, change, and escalation management workflows.

• Develop and maintain governance standards for IT service, documentation, reporting, and process compliance.

Project Delivery, Operational Readiness & Service Integration

• Lead or support delivery of IT service-related projects, ensuring successful execution within scope, timeline, and budget expectations.

• Act as an IT Service Delivery subject matter expert and operational stakeholder for enterprise initiatives.

• Collaborate with business stakeholders, project teams, and vendors to define requirements, support implementation activities, and manage operational readiness.

• Ensure successful transition of projects and new technologies into production support, including documentation, support processes and training.

• Coordinate with cross-functional teams to minimize operational impact during project implementations and system changes.

Cross-Functional Collaboration, Vendor Management & Communication

• Foster strong collaboration across IT infrastructure, service desk, security, application, and vendor teams to improve service delivery and operational effectiveness.

• Build and maintain effective working relationships with third-party service providers and technology partners.

• Provide regular operational and service delivery reporting to leadership, including service performance, escalations, project updates, and improvement initiatives.

• Participate in operational reviews, change management activities, and strategic planning discussions.

• Participate in vendor selection, contract reviews, and renewal discussions in partnership with procurement and IT leadership

Documentation, Training & Team Development

• Ensure comprehensive and up-to-date documentation of processes, escalations, and knowledge base content.

• Mentor and develop IT support staff on best practices, escalation handling, and service management processes.

• Promote a culture of continuous learning, staying current on industry trends and emerging technologies.

• Assist in development and refinement of operational standards, team procedures, and service delivery expectations.

Asset Lifecycle & End-User Technology Management

• Oversee lifecycle management of end-user technology assets (workstations, mobile devices, printers, and peripherals)

• Ensure accurate asset inventory, governance, and compliance with organizational standards

• Partner with vendors and internal stakeholders to align technology standards with operational requirements, user experience, and cost management objectives.

Minimum Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience

• Minimum of 5-7 years of experience in IT support, with at least 3 years in an IT Service management or coordination role.

• Demonstrated experience owning escalation management and driving resolution across cross-functional teams.

• Experience working with third-party IT managed service providers (MSPs) and contractors.

• Experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice).

• Strong problem-solving and analytical skills.

• Excellent verbal and written communication abilities.

• Proficiency in using IT service management (ITSM) tools and project management software.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience with IT projects on an enterprise scale preferred.

• Experience managing end-user technology asset lifecycle and vendor relationships.

• Relevant certifications such as ITIL, CompTIA A+, PMP, or similar preferred.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Effort

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds at times.

• Willingness to travel as required.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com , and we would be happy to assist you.

Zenith American Solutions

Real People. Real Solutions. National Reach. Local Expertise.

We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.

Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.

We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American!

We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!