IT Service Delivery Manager

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 two days per week onsite 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 non-technical 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 (weekly) 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.