Senior Manager, IT Service Management & Delivery

Caris Life Sciences•Phoenix, AZ

About The Position

At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives. We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do. But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose. Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins. Position Summary The Sr. Manager, IT Service Management & Delivery, is accountable for end-to-end user-facing IT Support Operations and for the performance, monitoring, and tracking of ITSM process execution. This role leads the Service Desk, IT Technical Specialists (desk-side support), and Executive VIP Support teams, ensuring Incident, Request, Change, Problem, and Knowledge processes are executed with consistency, quality, and measurable outcomes. The role also contributes to Major Incident Management practices. The key objective is to ensure service delivery is customer-centric with a focus on service excellence, operational alignment, and consistent standardization, while driving continual improvement through structured and repeatable practices, including routine service performance reviews, trend analysis, issue identification, process improvement, and cross-functional collaborative engagement.

Requirements

Bachelor’s degree in IT, Engineering, or related field; equivalent certifications, training, and/or experience may substitute.
8–10 years in IT Service Delivery/IT Operations within a mid-to-large enterprise, including 5–6 years people-leadership managing cross-functional teams, initiatives, and project deliverables.
Hands-on leadership of ITSM process execution across Incident, Request, Change, Problem, Knowledge, and RCA.
Proven success running service-delivery operating models with KPI-based accountability and measurable improvement outcomes.
Strong incident-leadership skills with confident, calm communication to senior leadership during high-pressure events.
Working knowledge of ServiceNow or another enterprise ITSM platform, with ability to define requirements, interpret reporting, and drive process outcomes and improvements.
Strong people-leadership and team-management skills, driving ownership, accountability, aligned synergy, high performance, and positive outcomes.
Demonstrated experience supporting audit, cybersecurity, and regulatory compliance.

Nice To Haves

Experience working in Life Sciences or Healthcare environment.
Forward thinking skills with enterprise mindset, business and customer focus with a strong sense of ownership, growth and adaptability.
Certifications ITIL V4 Champion of continuous improvement and curiosity to learn and apply new tools through automation.
Team building and development enrichment

Responsibilities

Own end-user managed services & support performance and customer experience, ensuring a reliable IT “front door.”
Lead and develop the Service Desk (Tier 1), Technical Specialists (Tier 2), and Executive/VIP Support teams—including hiring, coaching, performance management, and coverage models.
Establish escalation paths and swarming models with cross-functional teams for complex/high-impact issues, and ensure consistent onsite support, device readiness, efficient/optimized onboarding, and executive white-glove services.
Define and maintain service coverage models (business hours, on-call, after-hours) aligned to business criticality.
Own performance management of all ITIL processes in partnership with the ITSM Platform team to ensure efficient, effective, data-driven execution.
Oversee Incident, Request, Change, Problem, and Knowledge Management, including:
Incident: Risk/impact prioritization, triage standards, escalation and swarm modeling, communications, and resolution quality.
Request: CSDM-aligned request standardization, catalog optimization, cycle-time management, approvals discipline.
Change: Adaptive execution bridging Managed Ops & SDLC, scheduling discipline, CAB cadence, quality controls, post-change validation.
Problem: Root-cause facilitation, trend identification, recurring-incident reduction, corrective-action tracking.
Knowledge: KCS governance, deflection strategy, article quality/lifecycle.
Run a structured operating cadence (daily triage/backlog review, weekly performance monitoring, monthly trending/analysis, quarterly service-health tracking) to drive accountability and improvement.
Build a data-driven execution culture using performance targets, trend review, and measurable improvements.
Lead CSI initiatives to reduce ticket volume, prevent escalations, improve time-to-resolve, elevate quality & service management, and enhance user experience.
Lead major incident management from detection through restoration and post-incident review, partnering with the DR team.
Deliver timely, effective stakeholder communication—including executive leadership—using defined templates and cadence.
Facilitate PIR and RCA to ensure final root cause, durable resolution, and prevention of recurrence.
Ensure ITSM process execution aligns with audit and compliance best practices.
Maintain service delivery documentation and runbooks with strong team ownership and operational understanding.
Partner with LIS, Quality, and Validations teams on validated systems expectations (change discipline, documentation standards, periodic review inputs).
Coordinate with Information Security and IT controls owners to meet operational evidence requirements (change records, incident documentation).
Serve as the daily operational escalation point and business-facing interface for end-user service delivery.
Collaborate with IT service owners (Platform, Cloud, Network, UC, Identity, Information Security, Software Quality, Application Development) on support models, OLAs, and cross-team handoffs.
Escalate systemic issues with clear options, risks, and recommendations.
Provide data-driven staffing forecasts based on demand trends, site growth, and technology rollouts.
Support budget planning for tools, devices, workplace experience enhancements, and training with Leadership and ITAM.
Demonstrate strong operational leadership—collaboration, attention to detail, results orientation, consistent execution, and follow-through.
Foster knowledge sharing, change agility, and team development through supportive strategies that empower contributions and positive outcomes.
Maintain a performance-management framework with growth paths, development opportunities, and clear expectations that strengthen engagement, synergy, and performance.