IT Service Delivery Manager, Full Time, Days

MarinHealth Medical Center•Bon Air, CA

8d•Onsite

About The Position

The IT Service Delivery Manager provides strategic and operational leadership for enterprise-wide IT service delivery across MarinHealth, with a primary focus on end-user experience, endpoint services, and IT asset lifecycle management. This role is responsible for ensuring that technology services are reliable, responsive, and aligned with the needs of clinical and administrative operations, enabling exceptional caregiver, provider, and patient experiences. The Manager oversees service desk operations, endpoint management, enterprise asset governance, and outsourced end-user services, including Print Shop operations delivered through a third-party provider. The role is accountable for vendor performance, service quality, and alignment with organizational standards across all supported services. The IT Service Delivery Manager leads day-to-day service delivery functions, including operational support teams, incident response, escalation management, and continuous improvement, while partnering with clinical, operational, cybersecurity, infrastructure, and executive stakeholders to ensure effective service delivery and support of organizational goals and patient care continuity. This position requires a strong leader with experience managing enterprise IT support environments, leading high-performing teams, and driving initiatives that enhance the end-user experience in a fast-paced and highly regulated healthcare environment. The role serves as a key liaison between IT and business stakeholders, ensuring that service delivery supports patient care, regulatory compliance, and organizational priorities while driving consistent service performance and continuous improvement. The IT Service Delivery Manager is also responsible for establishing and maintaining service standards, monitoring performance metrics, and ensuring services meet defined service levels, security requirements, and audit expectations.

Requirements

Leading IT service delivery in a complex, multi-site healthcare or enterprise environment
Strong background in service desk operations, endpoint management, and IT asset lifecycle management
Managing service performance (SLAs, metrics, reporting) and driving continuous improvement
Managing third-party vendors and outsourced services (including print or managed services)
Hands-on experience with endpoint management and security compliance (e.g., Microsoft Intune, patching, device compliance)
Developing operational dashboards, KPI reporting, and service performance analytics
Partnering with executive leadership and cross-functional technical teams
Understanding of identity and access management coordination
Knowledge of ITSM platforms such as ServiceNow
Experience maintaining accurate, audit-ready IT asset inventories and lifecycle controls
Knowledge of IT service management frameworks (ITIL)
Strong leadership, communication, and stakeholder engagement skills
Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience
7+ years of progressive IT experience
3+ years of leadership experience in service delivery or end-user support
Strong problem-solving, organizational, and decision-making capabilities
Experience supporting 24/7 operational environments
Experience leading operational transformation or service optimization initiatives
Experience in a regulated environment (healthcare preferred)
Working knowledge of Microsoft 365 and enterprise endpoint environments
Experience with IT asset management systems (e.g., WiseTrack or similar)
Ability to support after-hours escalations as needed

Nice To Haves

ITIL certification or equivalent

Responsibilities

Recruit, lead, mentor, and develop high-performing service delivery staff
Foster a culture of accountability, collaboration, responsiveness, and customer service
Provide performance management and professional development support
Identify staffing, training, and resource needs to support organizational growth
Promote employee engagement and succession planning within the IT support organization
Lead enterprise IT service delivery operations, ensuring consistent performance, timely support, and high user satisfaction
Establish and maintain service delivery standards, escalation pathways, and support workflows
Oversee incident management, including major incident response, service recovery, and escalation coordination
Monitor and improve service performance metrics (SLAs, response times, customer satisfaction, backlog)
Develop and present operational dashboards, trend analysis, and service improvement recommendations to leadership
Ensure operational readiness for downtime events, business continuity activities, and emergency response situations
Manage lifecycle of end-user devices, including deployment, maintenance, and retirement
Ensure endpoint standardization
Maintain accurate, audit-ready IT asset inventory and lifecycle records
Manage third-party providers supporting end-user services, including outsourced Print Shop operations
Ensure vendor performance meets service levels, quality expectations, and contractual obligations
Participate in vendor management, contract oversight, and resource planning activities
Partner with clinical, operational, cybersecurity, infrastructure, and executive stakeholders to align IT services with organizational goals
Lead continuous improvement initiatives focused on service quality, efficiency, and end-user experience
Analyze operational trends, recurring issues, and service gaps to implement sustainable corrective actions
Support modernization and optimization of IT service delivery tools, workflows, and processes
Participate in operational budgeting and forecasting activities
Ensure services meet security policies and regulatory requirements (HIPAA, HITRUST, Joint Commission)
Maintain audit-ready documentation, service procedures, and knowledge management resources
Participate in emergency operations and organizational preparedness activities