IT Service Delivery Manager

Xtensys; Town of Ithaca (NY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Autonomy & Ownership

Culture of Innovation

Mission-Driven Work

Continuous Growth

Job summary

Xtensys, a rapidly growing managed service provider in New York, is seeking an experienced IT Service Delivery Manager to manage client outcomes effectively. You'll lead the delivery of IT services, establish relationships with business units, and ensure that our technology aligns strategically with business needs.

This hybrid role requires a minimum presence for stakeholder engagement, focusing on continuous improvement and operational excellence.

Qualifications include a minimum of 5 years in IT service delivery, strong ITIL expertise, and excellent leadership skills.

Qualifications

• 5+ years of experience in IT Service Delivery or Customer/Business Relationship Management.
• Solid understanding of IT infrastructure, software applications, and cloud computing solutions.
• Strong familiarity with ITIL framework or similar IT service management methodologies.

Responsibilities

• Oversee the end-to-end delivery of IT services.
• Act as the primary liaison for business units and stakeholders.
• Support and lead efforts to resolve critical IT issues.
• Establish, monitor, and manage SLAs.
• Proactively identify areas for optimization.
• Matrix manage and motivate cross-functional teams.
• Track key performance indicators and generate insightful reports.
• Lead and participate in technology projects.

Skills

IT Service Delivery Management

Customer Relationship Management

Incident & Problem Management

SLAs Management

Service Improvement

Project Management

ITIL Framework

Analytical Skills

Education

Bachelor's in Electrical Engineering, Information Technology or related field

ITIL certification (preferred)

Job description

Who We Are

Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking.

We are seeking an experienced IT Service Delivery Manager to support our continued growth and commitment to deliver exceptional client outcomes.

Job Summary

We are building a world-class IT infrastructure to support the evolving needs of our partners in the health system space. We are looking for an IT Service Delivery Manager who is passionate about bridging the gap between technical operations and business value. In this role, you won’t just manage tickets; you will own the relationship between IT and our business units. You will be the architect of our Service Level Agreements (SLAs), a champion for continuous improvement, and a strategic leader who ensures our technology services are reliable, scalable, and aligned with our mission.

Work Arrangement: This is a Hybrid role, requiring a minimum of once or twice, per quarter, as needed to facilitate high-touch stakeholder engagement and direct client interface.

Key Responsibilities

• Service Delivery Management: Oversee the end-to-end delivery of IT services, ensuring all systems meet agreed upon service levels and business requirements.
• Relationship Management: Act as the primary liaison for business units and stakeholders. You’ll build strong partnerships to understand their unique needs and manage expectations effectively.
• Incident & Problem Management: Support and lead efforts to resolve critical IT issues, minimize downtime, and implement root cause fixes to prevent future occurrences.
• Service Level Management (SLM): Establish, monitor, and manage SLAs to ensure high service quality and peak performance across the organization.
• Continuous Service Improvement (CSI): Proactively identify areas for optimization, implementing changes that drive efficiency and service excellence.
• Team Leadership: Matrix manage and motivate cross-functional teams, fostering a collaborative, service-oriented culture that empowers others.
• Reporting & Analysis: Track key performance indicators (KPIs), generate insightful reports, and provide data-driven recommendations to leadership.
• Project Management: Lead and participate in technology projects, ensuring they stay on track, on budget, and hit every milestone.

Who You Are & What You’ll Bring

• Proven Track Record: 5+ years of experience in IT Service Delivery or a Customer/Business Relationship Management role.
• Technical Knowledge: A solid understanding of IT infrastructure, software applications, and cloud computing solutions.
• ITIL Expertise: Strong familiarity with the ITIL framework or similar IT service management (ITSM) methodologies.
• Leadership Presence: Natural ability to motivate and guide teams in a matrixed environment, fostering a service-first mindset.
• Operational Excellence: Robust experience managing SLAs, resolving complex incidents, and driving continuous improvement initiatives.
• Analytical Mindset: Exceptional problem-solving skills with the ability to identify root causes and implement long-term solutions.
• Strategic Communication: Excellent written and verbal skills, with a talent for translating technical concepts for nontechnical stakeholders.
• Project Mastery: Demonstrated ability to plan, execute, and finalize projects within specific timelines and budgetary constraints.
• Customer Obsessed: A proactive commitment to customer satisfaction and a drive to exceed stakeholder expectations.

Education/Certifications

• Bachelor's, Electrical Engineering, Information Technology, or a related field. In lieu of a degree, 5 or more years of relevant experience will meet the requirements.
• ITIL certification is preferred.

Travel Requirements

• Up to 20% (expected travel to existing and future client base)

Physical Requirements

• Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, and pulling objects. Sitting most of the time, with walking and standing required only occasionally.

Why Join Us

• Autonomy & Ownership: You’ll manage projects with varying complexity, leading planning sessions and defining what success looks like.
• A Culture of Innovation: We value fresh perspectives. Here, you’re encouraged to take risks, drive brainstorming, and drive continuous improvement.
• Mission-Driven Work: You’ll be the bridge ensuring our technology truly serves health systems and their patients.
• Continuous Growth: We support your restless curiosity. You’ll have opportunities to expand your skillset and mentor others along the way.