IT Service Delivery Manager

Canyon Ranch • Lenox, MA

21h • Onsite

About The Position

Join the innovative Information Technology team at Canyon Ranch as an IT Service Delivery Manager (Service Delivery & Client Services Manager) supporting web, application, and API management operations in Austin, Texas. This leadership role is responsible for ensuring the reliability, performance, security, and continuous improvement of customer-facing and internal digital platforms. The ideal candidate is a strategic technology leader who can bridge technical operations with business priorities while driving service excellence across both human-led and AI-assisted environments. This role oversees service operations, platform governance, incident management, vendor relationships, and team leadership to ensure scalable and secure digital experiences.

Requirements

• 3–5 years of experience in service delivery, infrastructure operations, application support, or a related IT leadership role
• Experience managing web applications, APIs, cloud services, and enterprise technology platforms
• Strong understanding of incident management, platform monitoring, change management, and service reliability best practices
• Knowledge of networking technologies including WAN, VPN, WiFi, firewalls, routers, and Layer 2/3 switching
• Experience supporting Microsoft Server and workstation environments
• Familiarity with cloud backup technologies, infrastructure platforms, and enterprise hardware environments
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent organizational, communication, and leadership abilities
• Ability to manage multiple priorities in a fast-paced environment while maintaining strong attention to detail
• High level of professionalism with strong customer service and interpersonal skills
• High school diploma or equivalent required

Nice To Haves

• Experience working with vendors, contracts, and technology service providers preferred

Responsibilities

• Lead the operational health, reliability, and performance of web platforms, applications, and API services
• Manage service delivery processes including SLA/SLO monitoring, incident response, root cause analysis, and change management
• Establish observability and monitoring standards across infrastructure, applications, and AI-driven systems
• Oversee API governance including security protocols, authentication, versioning, lifecycle management, and integration monitoring
• Drive platform security initiatives and maintain compliance with applicable regulatory and security standards
• Partner with development, architecture, and business teams to improve scalability, reliability, and operational efficiency
• Manage relationships with third-party vendors, SaaS providers, hosting partners, and technology service providers
• Evaluate emerging AI and automation technologies for operational effectiveness, governance, and risk management
• Lead and mentor a small technical team while supporting the evolution of AI-assisted service delivery operations
• Develop operational standards, accountability frameworks, and executive-level reporting related to service performance and platform health
• Support continuous improvement initiatives and technology modernization efforts across the organization

Benefits

• Use of services and facilities including the spa, fitness classes, lectures, and overnight stays at all Canyon Ranch locations nationwide.
• Generous health plan including Health, Dental and Vision after 30 days of employment.
• 25 Days of personal and holiday time off (vacation, sick and holidays)
• Supplemental Health care options (including Accidental, Critical Illness and Hospital care)
• Employer-paid life insurance and Employee Assistance Program
• Paid Maternity leave
• A supportive, collaborative work environment with opportunities for professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED