IT Service Delivery Manager

POSITION SUMMARY

Discovery Senior Living’s IT environment has grown significantly in scale, complexity, and operational importance. IT supports thousands of team members, hundreds of communities, enterprise network infrastructure, and multiple external technology partners. The IT Service Delivery Manager provides dedicated ownership of IT service delivery across IT Operations, including overall service performance, supervising internal IT operations, coordination between team members and external partners, various stakeholder communication, and effective support delivery. This role requires a strong technical background in enterprise IT infrastructure and technical project management, as well as the ability to lead a high-level internal IT Operations team. Experience managing large-scale projects involving network deployments, multifunction printer and fax systems, telecom services, and vendor coordination is highly preferred.

This position typically requires a 45-hour workweek, Monday - Friday, with additional time as needed when traveling for projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are normal for this position. This list should not be considered exclusive or exhaustive. Additional duties may be required and assigned.

• Project Management skills are required
  • Experience with large projects, either by managing or participating with others to complete the work
  • Ability to maintain trackers and other project documentations to properly manage the project outcome
  • Conduct and record meetings for planning, execution and review of each transition project
• Team Management Capability
  • Manage direct reports by providing day-to-day guidance, performance coaching, workload prioritization, and regular feedback to support team development and accountability
  • Committed to coordinating internal IT teams with external IT vendors to provide top-tier service experience for end-users
• Networking Understanding
  • Work directly with Networking Teams to prepare the business network connectivity for assimilated locations, as well as identifying and transferring authority of current ISP contracts
  • Expertise in enterprise Firewall and Switching
    • Fundamental knowledge of VLANs, SSIDs, and other standard network configurations
    • Experience with Unifi or Cisco is preferred
  • Low voltage or cabling experience is highly preferred
• Telecom, PC and IoT-related Support
  • Identify, understand and ultimately transfer authority of all telecom contracts during transitions
  • Experience with telecom management systems
    • MDM/MDA support experience is preferred
  • Proficiency in enterprise cellular telecom support
  • Competence in troubleshooting standard IT issues
    • Extensive experience with Windows operating systems
    • Printer and Fax troubleshooting experience
    • IoT device management and support experience
• End-user Focused Service Desk Management
  • Coordinating support for end-users at assimilations with their new IT environment
  • Experience with IT support required
    • Prior work in a Level 3 or Engineering role preferred
    • Previous experience leading a service-related team preferred
  • Understanding of ITIL service methodology
    • ITSM tool experience required
    • Prior ITIL certifications would be advantageous

*Additional duties and responsibilities can be unique to individual communities

*Must be able to travel to various locations in North America for assimilation work if needed

QUALIFICATIONS

To perform this job successfully, an individual must be able to fulfill each essential duty competently. The requirements listed below represent the necessary knowledge, skills, and abilities. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

Educational Requirements and Experience:

• Bachelor’s degree in computer science, Information Technology, or related field; or related work experience
• Proven experience (4+ years) in an enterprise-sized IT environment

Knowledge, Skills and Abilities:

• Strong knowledge of Windows operating systems (Windows 10, Windows 11) and Microsoft Office Suite
• Experience with desktop hardware troubleshooting and repair
• Proficiency with Microsoft device management systems (Intune)
• Foundational knowledge of Networking systems
• Excellent problem-solving and troubleshooting skills
• Strong communication skills, both written and verbal
• Ability to work independently and as part of a team
• IT certifications (e.g., ITIL v4, CCNA, CompTIA A+, Microsoft Certified) are preferred

Competencies:

• Ability to work under minimum supervision and demonstrate self-initiative.
• Must be detail oriented
• Results-driven and goal oriented
• Must be cognitive and able to work under pressure and meet deadlines.
• The ability to multi-task and complete assignments accurately and in a timely manner.
• Must be supportive of team-spirited environment
• Strong organizational mindset required

Environmental Adaptability:

• Works primarily indoors in a climate-controlled setting
• May be required to work outdoors on specific occasions
• May be required to travel frequently with little notice

PHYSICAL REQUIREMENTS

The physical requirements outlined below represent the conditions an individual must be able to meet to effectively carry out the essential duties of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform these essential functions.

While performing the duties of this Job, the Team Member is regularly required to talk or hear. The Team Member is frequently required to sit; use hands to finger, handle, or feel and reach with hands and arms. The Team Member is occasionally required to stand and walk. The Team Member must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.