IT Service Delivery Manager
About The Position
Discovery Senior Living’s IT environment has grown significantly in scale, complexity, and operational importance. IT supports thousands of team members, hundreds of communities, enterprise network infrastructure, and multiple external technology partners. The IT Service Delivery Manager provides dedicated ownership of IT service delivery across IT Operations, including overall service performance, supervising internal IT operations, coordination between team members and external partners, various stakeholder communication, and effective support delivery. This role requires a strong technical background in enterprise IT infrastructure and technical project management, as well as the ability to lead a high-level internal IT Operations team. Experience managing large-scale projects involving network deployments, multifunction printer and fax systems, telecom services, and vendor coordination is highly preferred. This position typically requires a 45-hour workweek, Monday - Friday, with additional time as needed when traveling for projects.
Requirements
- Strong knowledge of Windows operating systems (Windows 10, Windows 11) and Microsoft Office Suite
- Experience with desktop hardware troubleshooting and repair
- Proficiency with Microsoft device management systems (Intune)
- Foundational knowledge of Networking systems
- Excellent problem-solving and troubleshooting skills
- Strong communication skills, both written and verbal
- Ability to work independently and as part of a team
- Proven experience (4+ years) in an enterprise-sized IT environment
- Bachelor’s degree in computer science, Information Technology, or related field; or related work experience
- Expertise in enterprise Firewall and Switching
- Fundamental knowledge of VLANs, SSIDs, and other standard network configurations
- Identify, understand and ultimately transfer authority of all telecom contracts during transitions
- Experience with telecom management systems
- MDM/MDA support experience is preferred
- Proficiency in enterprise cellular telecom support
- Competence in troubleshooting standard IT issues
- Extensive experience with Windows operating systems
- Printer and Fax troubleshooting experience
- IoT device management and support experience
- End-user Focused Service Desk Management
- Experience with IT support required
- Understanding of ITIL service methodology
- ITSM tool experience required
- Ability to work under minimum supervision and demonstrate self-initiative.
- Must be detail oriented
- Results-driven and goal oriented
- Must be cognitive and able to work under pressure and meet deadlines.
- The ability to multi-task and complete assignments accurately and in a timely manner.
- Must be supportive of team-spirited environment
- Strong organizational mindset required
Nice To Haves
- Experience managing large-scale projects involving network deployments, multifunction printer and fax systems, telecom services, and vendor coordination is highly preferred.
- Experience with Unifi or Cisco is preferred
- Low voltage or cabling experience is highly preferred
- Prior work in a Level 3 or Engineering role preferred
- Previous experience leading a service-related team preferred
- Prior ITIL certifications would be advantageous
- IT certifications (e.g., ITIL v4, CCNA, CompTIA A+, Microsoft Certified) are preferred
Responsibilities
- Project Management skills are required
- Experience with large projects, either by managing or participating with others to complete the work
- Ability to maintain trackers and other project documentations to properly manage the project outcome
- Conduct and record meetings for planning, execution and review of each transition project
- Manage direct reports by providing day-to-day guidance, performance coaching, workload prioritization, and regular feedback to support team development and accountability
- Committed to coordinating internal IT teams with external IT vendors to provide top-tier service experience for end-users
- Work directly with Networking Teams to prepare the business network connectivity for assimilated locations, as well as identifying and transferring authority of current ISP contracts
- Identify, understand and ultimately transfer authority of all telecom contracts during transitions
- Coordinating support for end-users at assimilations with their new IT environment
- Additional duties and responsibilities can be unique to individual communities
- Must be able to travel to various locations in North America for assimilation work if needed
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
