Information Technology Service Delivery Manager

Boyne Resorts•Newry, ME

1d•Onsite

About The Position

Sunday River Resort is seeking an IT Service Delivery Manager to lead on-site technology delivery across the resort. This is a hands-on, field-facing leadership role responsible for the resort's physical infrastructure, endpoint deployment, and in-person support for guests and team members. Sunday River operates within Boyne's shared IT services model: Boyne Corporate IT Operations owns the enterprise platforms. The IT Service Delivery Manager leads the on-site delivery of that model -- the physical infrastructure, the endpoints, and the face-to-face support.

Requirements

5+ years of Information Technology experience, or an equivalent combination of education and training, ideally including hands-on field service, cabling, or endpoint deployment work.
Working knowledge of Windows workstation setup, repair, and troubleshooting, and end-user Windows/Office 365 administration.

Responsibilities

Lead the local resort IT team assigning and prioritizing daily field work, coverage, and on-call rotations.
Serve as the resort's primary face-to-face support presence: walk the property, resolve issues at the point of impact, and de-escalate through direct guest and team member interaction.
Own local physical infrastructure delivery: cabling installation and repair (network, voice, fiber), network facility upkeep, and endpoint deployment (workstations, laptops, mobile devices, POS terminals, phones).
Maintain and configure local property network topology — switches, access buildings, and endpoint connectivity — and support other locally-hosted property systems, documenting infrastructure using tools such as NetBox as the shared services model continues to mature.
Execute Moves/Adds/Changes (MACs) and endpoint lifecycle tasks — provisioning, imaging, replacement, and retirement — according to corporate-defined standards.
Act as the on-site escalation point and coordination hub between the resort and Boyne Corporate IT Operations for incidents, problems, and requests that exceed local scope (server/VMware administration, Cisco network design, Avaya PBX configuration, enterprise POS/LOB platform issues).
Maintain a constructive, effective working relationship with Boyne Corporate Business Solutions, escalating and coordinating business application issues, updates, and rollouts at the resort.
Manage local vendor and contractor relationships for field work — cabling contractors, local telecom, hardware break/fix — within corporate vendor agreements.
Mentor and develop resort IT Team, building field service, customer-facing, and troubleshooting skills across the team.
Manage the resort's local operating budget for field service delivery (endpoint hardware, cabling materials, local contractor costs) in coordination with corporate capital planning.
Maintain accurate local documentation of physical infrastructure (cable runs, closet layouts, device inventory) and keep it aligned with the corporate CMDB/asset system.