Manager, IT Operations & Service Delivery

Gulf Coast Blood•Houston, TX

15h•Hybrid

About The Position

The Manager, IT Operations & Service Delivery oversees the end-to-end delivery of an organization’s IT services, ensuring reliability, efficiency, and compliance while aligning IT operations with business objectives. This role is responsible for ensuring the stable, secure, and efficient operation of IT infrastructure and services, while also managing the processes, people, and performance that deliver those services to internal and external customers.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field required.
5-8+ years of experience in IT infrastructure.
3–5+ years in leadership roles.
Experience in healthcare, life sciences, blood banking, or regulated manufacturing required.
Strong technical knowledge of IT systems, project management, risk management, vendor negotiation, budgeting, and customer service.

Nice To Haves

Master’s degree preferred.
Experience with system integration and interoperability (HL7, APIs, middleware).
ITIL 4 Foundation.
AWS Certified Solutions Architect.
Microsoft Azure Administrator.
CompTIA Security+.

Responsibilities

Lead and manage the IT operations team, including recruitment, performance management, and professional development.
Manage incident, problem, and request fulfilment processes to ensure timely resolution and root cause analysis.
Coordinate change and release management to minimize service disruption.
Plan and manage capacity and performance to meet current and forecast demand.
Oversee vendor and third-party relationships, contracts, and service levels.
Develop and implement IT service delivery strategies to optimize quality and efficiency.
Monitor and analyze service performance metrics to identify improvement opportunities.
Conduct service reviews, risk assessments, and mitigation strategies.
Oversee IT service management tools and processes (e.g., ITIL frameworks).
Lead business continuity and disaster recovery planning, testing, and improvements.
Manage cybersecurity posture including technical and administrative controls.
Own service delivery and operational performance against Service Level Agreements (SLAs) and key performance indicators (KPIs).
Maintain change control processes and documentation in alignment with quality standards.
Communicate service performance, challenges, and opportunities to stakeholders.
Serve as a trusted advisor for system capabilities, enhancements, and innovations.
Translate business requirements into technical solutions.
Lead and mentor service delivery teams to foster a customer-centric culture.
Foster a culture of accountability, continuous learning, and service excellence.
Support workforce planning and succession development.