Service Delivery Manager
$105,000–$105,000 year
HybridNew York City, New York, United States or New York, United States
Job Summary
Lead stakeholder and supplier management, performance management, incident management, change management coordination, and continuous service improvement across the US IT services portfolio. Partner with internal technology teams and third-party suppliers to ensure digital services meet business requirements, SLAs, and quality standards while overseeing technical service delivery and end-user support. Identify opportunities for service consolidation, retirement, or contract renegotiation to deliver cost savings, maintain accurate service documentation, and contribute to IT governance and compliance frameworks. Manage senior internal stakeholders and critical external suppliers to ensure website, member app, and gym access systems remain performant and stable.
Required Qualifications
- Proven experience in third-party supplier management
- Proven experience in stakeholder management
- Experience in IT service management
- ITIL qualification desirable
- Confidence working with and influencing multiple teams to drive positive outcomes
- Excellent written and verbal communication skills
- Ability to translate technical language into clear business language for various audience levels
- A track record of building and maintaining effective relationships with internal teams, external vendors, and business partners
- A continuous service improvement mindset
- Demonstrated delivery in a fast-paced, customer-centric environment
- Resilience to manage competing priorities
- Experience working in Agile environments
- Appreciation for modern Digital ways of working
Desired Qualifications
- Familiarity with Microsoft Technologies (M365, Azure)
- Familiarity with Networking Technologies (SD-WAN, Cisco Meraki, Wi-Fi)
- Familiarity with ITSM tooling (e.g., ServiceNow)
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