Manager, IT Service Delivery

United Therapeutics Corporation•Silver Spring, MD

23h•$108,500 - $155,000•Remote

About The Position

The Manager, IT Service Delivery will lead the IT Service Delivery function within IT Operations, with direct accountability for a team of Service Delivery Coordinators and analysts responsible for Transition to Service (TtS), service performance management, vendor performance oversight, and operational readiness across United Therapeutics' technology portfolio. Translate IT Operations strategy into tactical operational plans that ensure IT services are stable, supportable, governed, and aligned to defined service levels before and after production release. Own execution of established service management standards, coach and develop team members, and act as the operational escalation point for TtS readiness, service performance, and vendor SLA adherence in a regulated biotech environment.

Requirements

H.S. Diploma or General Education Degree (GED) with 10+ years of relevant experience
6+ years of experience in IT operations, service delivery, or service management
2+ years of direct people-leadership or team-lead experience (formal supervision, coaching, performance management)
3+ years of experience with IT Service Transition, operational readiness, or ITSM process ownership (Incident, Request, Change, Problem)
3+ years of experience with ServiceNow or comparable ITSM platform
2+ years of experience managing or coordinating vendor/MSP performance against SLAs
Working knowledge of ITIL/ITSM frameworks (Service Transition, Service Operation, Continual Service Improvement)
Demonstrated ability to lead, coach, and develop a small team of individual contributors
Strong organizational, prioritization, and stakeholder communication skills across business, IT, and vendor audiences
Ability to translate operational strategy into tactical plans and manage team execution to defined KPIs and SLAs
Sound judgment and ability to make operational decisions within established policies and defined scope

Nice To Haves

Associate Degree in engineering, technology, or related discipline with 8+ years of relevant experience or Bachelor’s Degree in engineering, technology, or related discipline with 6+ years of relevant experience
ITIL Foundation
ITIL 4 Managing Professional
ServiceNow certification (e.g., CSA, ITSM Implementation Specialist)
Familiarity with Azure services, enterprise monitoring, and service-management tooling
Experience building or maturing a Transition to Service or Service Delivery function
Working knowledge of QMS/CAPA, SOP lifecycle, and regulatory/audit documentation expectations
Experience operating in a regulated industry (biotech, pharma, healthcare, financial services)

Responsibilities

Direct and manage the Service Delivery team, including hiring, goal-setting, workload allocation, performance management reviews (PMRs), coaching, mentoring, career development, individual development plans (IDPs), and performance improvement plans in partnership with HR
Provide day-to-day supervision and clear expectations aligned to UT's career framework and leveling criteria; assess team member readiness for progression and support career pathing conversations
Foster a culture of accountability, service ownership, and continuous improvement consistent with UT's Core Values and leadership competencies
Manage execution of the Transition to Service framework and operating model playbooks for all new and changed IT services, ensuring operational acceptance authority is exercised prior to production handoff
Validate that support documentation, runbooks, monitoring, alerting, SLAs, and escalation procedures are complete and tested before service acceptance; participate in go/no-go readiness decisions
Coordinate knowledge transfer to operational support teams and track/escalate readiness risks and dependencies through resolution
Oversee service delivery activities for services within scope, including SLA/KPI monitoring, request intake and workflow execution, incident lifecycle oversight, and cross-functional coordination with business, IT, and vendor partners
Support Major Incident Management processes; coordinate stakeholder communications during service disruptions and drive closure of action items resulting from post-incident and problem reviews
Identify recurring service risks, apply trend analysis, and partner with problem management to eliminate root causes
Monitor and manage vendor and MSP performance against contractual SLAs, SOW commitments, and delivery metrics; coordinate vendor escalations, issue resolution, and participation in service reviews
Ensure adherence to ITSM processes (Incident, Request, Change, Problem) and support Change Advisory Board (CAB) activities for services in scope
Maintain service dashboards, KPI/SLA reporting, and stakeholder-facing service review materials; contribute to management and executive reporting on service health and risks
Track service consumption and operational cost metrics; support budgeting and forecasting activities for managed services within IT Operations
Identify and implement opportunities to improve service reliability, supportability, and efficiency; refine TtS templates, standards, and playbooks
Represent IT Operations in cross-functional projects, steering committees, and planning activities related to service delivery