IT Service Delivery Manager - Enterprise Support & SLA Excellence

CommunityCare, Inc.; Tulsa (OK); Hybrid; USD 90,000 - 130,000; Full time

Job summary

CommunityCare, Inc. seeks a Manager, IT Service Delivery to lead frontline and advanced technical support, establish a dedicated service delivery model, and ensure timely resolution of operational needs.

This role collaborates with Engineering, Data Engineering, Architecture, and Product teams to expand application support and data modification triage. You will manage SLA performance, escalation paths, training, and knowledge management, oversee staffing and queue health, and drive handoffs from

Qualifications

• Bachelor's degree in IT, Business Administration, or related field; or equivalent experience.
• 5+ years in IT service delivery or technical support leadership; including 2+ years in people management.
• Healthcare experience in regulated data environments preferred.
• Familiarity with enterprise application support (claims/eligibility/provider systems) preferred.
• ITIL Foundation certification or equivalent preferred.

Responsibilities

• Lead day-to-day operations and development of the IT Service Delivery team.
• Define and drive the target-state scope for advanced technical support: enterprise application troubleshooting, data-modification support, operational triage, incident follow-up.
• Manage SLA performance and ticket-queue health.
• Primary escalation point for complex support issues, coordinating with Engineering teams.
• Oversee training, documentation, and knowledge-management practices.
• Identify recurring support activities and transition ownership from engineering to IT Service Delivery.
• Monitor ticket volume, aging, and concentration risk; report to leadership.
• Manage staffing, scheduling, and coverage for help desk and advanced support functions.
• Develop relationships with engineering leaders to define handoff criteria and escalation processes.
• Track and report Service Delivery performance metrics to IT leadership.

Skills

Leadership

ITIL/ITSM

Ticketing systems

Communication

Training & documentation

Prioritization

Education

Bachelor's degree in IT or related

ITIL Foundation certification (preferred)

Tools

Jira Service Management

Job description

CommunityCare, Inc. seeks a Manager, IT Service Delivery to lead frontline and advanced technical support, establish a dedicated service delivery model, and ensure timely resolution of operational needs.

This role collaborates with Engineering, Data Engineering, Architecture, and Product teams to expand application support and data modification triage. You will manage SLA performance, escalation paths, training, and knowledge management, oversee staffing and queue health, and drive handoffs from