IT Service Delivery Manager

Job Description

Job Description

Overview

Canyon Ranch® has been a trailblazer and an industry-leading proponent of the wellness lifestyle since its founding in 1979. Canyon Ranch has imparted integrative expertise to millions of guests, with established wellness destination resorts in Tucson, Arizona and Lenox, Massachusetts. At these acclaimed properties, guests can achieve their goal of living younger longer.

In addition, Canyon Ranch operates North America’s largest day spa at The Venetian® hotel in Las Vegas, Nevada. Canyon Ranch is a recipient of Travel + Leisure’s Best Spa Award, as well as the Condé Nast Traveler Best Destination Spa Award.

Most recently, Canyon Ranch was honored by the MICHELIN Guide as the top wellness hotel and #1 resort in the Americas. with the Tucson and Lenox resorts having received prestigious MICHELIN Keys recognizing excellence in hospitality.

Join the innovative Information Technology team at Canyon Ranch as an IT Service Delivery Manager (Service Delivery & Client Services Manager) supporting web, application, and API management operations in Austin, Texas. This leadership role is responsible for ensuring the reliability, performance, security, and continuous improvement of customer-facing and internal digital platforms. The ideal candidate is a strategic technology leader who can bridge technical operations with business priorities while driving service excellence across both human-led and AI-assisted environments. This role oversees service operations, platform governance, incident management, vendor relationships, and team leadership to ensure scalable and secure digital experiences.

Responsibilities

• Lead the operational health, reliability, and performance of web platforms, applications, and API services
• Manage service delivery processes including SLA/SLO monitoring, incident response, root cause analysis, and change management
• Establish observability and monitoring standards across infrastructure, applications, and AI-driven systems
• Oversee API governance including security protocols, authentication, versioning, lifecycle management, and integration monitoring
• Drive platform security initiatives and maintain compliance with applicable regulatory and security standards
• Partner with development, architecture, and business teams to improve scalability, reliability, and operational efficiency
• Manage relationships with third-party vendors, SaaS providers, hosting partners, and technology service providers
• Evaluate emerging AI and automation technologies for operational effectiveness, governance, and risk management
• Lead and mentor a small technical team while supporting the evolution of AI-assisted service delivery operations
• Develop operational standards, accountability frameworks, and executive-level reporting related to service performance and platform health
• Support continuous improvement initiatives and technology modernization efforts across the organization

Qualifications

WHAT YOU'LL NEED TO BE SUCCESSFUL:

• 3–5 years of experience in service delivery, infrastructure operations, application support, or a related IT leadership role
• Experience managing web applications, APIs, cloud services, and enterprise technology platforms
• Strong understanding of incident management, platform monitoring, change management, and service reliability best practices
• Knowledge of networking technologies including WAN, VPN, WiFi, firewalls, routers, and Layer 2/3 switching
• Experience supporting Microsoft Server and workstation environments
• Familiarity with cloud backup technologies, infrastructure platforms, and enterprise hardware environments
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent organizational, communication, and leadership abilities
• Ability to manage multiple priorities in a fast-paced environment while maintaining strong attention to detail
• Experience working with vendors, contracts, and technology service providers preferred
• High level of professionalism with strong customer service and interpersonal skills
• High school diploma or equivalent required

WHAT YOU'LL RECEIVE AS A CANYON RANCH COLLEAGUE:

• Use of services and facilities including the spa, fitness classes, lectures, and overnight stays at all Canyon Ranch locations nationwide.
• Generous health plan including Health, Dental and Vision after 30 days of employment.
• 25 Days of personal and holiday time off (vacation, sick and holidays)
• Supplemental Health care options (including Accidental, Critical Illness and Hospital care)
• Employer-paid life insurance and Employee Assistance Program
• Paid Maternity leave
• A supportive, collaborative work environment with opportunities for professional growth.