Senior Manager- IT Service Delivery

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    "description": "<h2>Responsibilities</h2>\n<p>The Senior Manager of IT Service Delivery oversees the delivery of IT support services across divisional and enterprise levels. This role ensures timely, efficient, and customer-focused operations through strong leadership and adherence to ITIL-based processes, including incident, request, problem, and change management.</p>\n<p> </p>\n<p>The position partners closely with Infrastructure, Applications, and Information Security teams to maintain consistent service execution, clear communication, and high-quality outcomes across all supported environments. It also drives cross-divisional alignment, advances operational maturity, and strengthens collaboration among Service Delivery teams.</p>\n<p> </p>\n<p>The Senior Manager supports the resolution of conflicts within and between teams, fostering a culture of accountability, professionalism, and mutual respect. The role may serve as a designee for senior IT leadership as needed, representing IT Operations in enterprise planning, governance, or crisis management activities.</p>\n<p> </p>\n<p>Through effective mentorship and performance management, the Senior Manager develops team leaders, promotes continuous improvement, and ensures IT Operations consistently delivers reliable, responsive, and high-quality support across the organization.</p>\n<p> </p>\n<ul>\n <li>Provide leadership to both divisional and enterprise Help Desk and Field Services operations, ensuring consistent standards, shared practices, and high-quality service delivery across all locations.</li>\n <li>Lead and coordinate communication during Major Incident Management (MIM) events, serving as liaison between IT Operations and IT leadership to ensure structured response and timely resolution.</li>\n <li>Manage and track Service Delivery project portfolios to maintain enterprise visibility, alignment, and progress toward strategic goals.</li>\n <li>Collaborate with Infrastructure, Applications, and Information Security teams to maintain system stability, operational consistency, and cross-functional coordination.</li>\n <li>Partner with IT Operations leadership to identify and implement service improvements, resource optimization, and process standardization opportunities.</li>\n <li>Develop and maintain Service Delivery documentation, metrics, and reporting frameworks that promote transparency and performance accountability.</li>\n <li>Drive cross-divisional alignment, ensuring unified service planning, process consistency, and collaboration among Service Delivery teams.</li>\n <li>Mentor and develop Service Delivery team leads to build leadership capability, improve communication practices, and strengthen engagement.</li>\n <li>Maintain effective communication with stakeholders at all levels to ensure awareness, responsiveness, and alignment with organizational objectives.</li>\n <li>Support the resolution of conflicts within and between teams through constructive communication and collaboration.</li>\n <li>Foster a culture of accountability, professionalism, and mutual respect across Service Delivery and peer IT functions.</li>\n <li>Serve as a designee for senior IT leadership when needed, representing IT Operations in planning, governance, and crisis management activities.</li>\n <li>Participate in the development and execution of enterprise-wide initiatives that improve operational maturity and service quality.</li>\n <li>Contribute to policy reviews, process documentation, and continuous improvement efforts across IT Operations.</li>\n <li>Engage in professional development to maintain current knowledge of IT service management practices, tools, and technologies.</li>\n <li>Perform other related duties as assigned in support of IT Operations and organizational goals.</li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Education:</strong></p>\n<ul>\n <li>Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience may be considered.</li>\n</ul>\n<p><strong>Experience:</strong></p>\n<ul>\n <li>5 – 8 years of IT service delivery experience, including at least 5 years in leadership roles across multi-site or enterprise environments.</li>\n <li>Experience with incident and request management, performance monitoring, and continuous improvement of IT support services.</li>\n</ul>\n<p><strong>Knowledge:</strong></p>\n<ul>\n <li>Experience managing IT support and service delivery operations across multiple locations or teams.</li>\n <li>Strong understanding of ITIL processes, service performance metrics, and continuous improvement methods.</li>\n <li>Familiarity with enterprise service management tools and end-user support environments.</li>\n</ul>\n<p><strong>Skills:</strong></p>\n<ul>\n <li>Ability to lead and mentor managers or team leads in delivering consistent, high-quality support services.</li>\n <li>Effective written and verbal communication skills for working with users, peers, and leadership.</li>\n <li>Strong organizational and problem-solving skills with the ability to balance priorities across divisions.</li>\n <li>Professional, customer-focused approach with commitment to service excellence and accountability.</li>\n</ul>\n<p><strong>Abilities:</strong></p>\n<ul>\n <li>Ability to supervise, coach, and support technical support staff.</li>\n <li>Ability to work independently and as part of a team in a dynamic environment.</li>\n <li>Ability to follow and enforce established procedures and service standards.</li>\n <li>Discretion in handling sensitive or confidential information.</li>\n <li>Ability to handle and work with sensitive and confidential information and maintain confidentiality.</li>\n</ul>\n<p>Any combination of education, training and experience equivalent to the requirements above that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job.</p>\n<p> </p>\n<p>For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $160,000.00p/yr. to $170,000.00p/yr. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job-related knowledge, and experience.</p>\n<h2>Overview</h2>\n<p>Founded in 1964, <strong>New York Blood Center (NYBC)</strong> has served the tri-state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners. NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe’s Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit nybc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.</p>",
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