Senior Manager - IT Service Delivery IBR

Summary:

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. 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.

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. 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.

Primary Duties:

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.
• 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.
• Manage and track Service Delivery project portfolios to maintain enterprise visibility, alignment, and progress toward strategic goals.
• Collaborate with Infrastructure, Applications, and Information Security teams to maintain system stability, operational consistency, and cross-functional coordination.
• Partner with IT Operations leadership to identify and implement service improvements, resource optimization, and process standardization opportunities.
• Develop and maintain Service Delivery documentation, metrics, and reporting frameworks that promote transparency and performance accountability.
• Drive cross-divisional alignment, ensuring unified service planning, process consistency, and collaboration among Service Delivery teams.
• Mentor and develop Service Delivery team leads to build leadership capability, improve communication practices, and strengthen engagement.
• Maintain effective communication with stakeholders at all levels to ensure awareness, responsiveness, and alignment with organizational objectives.

Additional Duties:

• Support the resolution of conflicts within and between teams through constructive communication and collaboration.
• Foster a culture of accountability, professionalism, and mutual respect across Service Delivery and peer IT functions.
• Serve as a designee for senior IT leadership when needed, representing IT Operations in planning, governance, and crisis management activities.
• Participate in the development and execution of enterprise-wide initiatives that improve operational maturity and service quality.
• Contribute to policy reviews, process documentation, and continuous improvement efforts across IT Operations.
• Engage in professional development to maintain current knowledge of IT service management practices, tools, and technologies.
• Perform other related duties as assigned in support of IT Operations and organizational goals.

The annual rate for this position is between $150,000/yr. - $160,000/yr.

IBR also offers comprehensive benefits (including medical, vision, dental, paid time off, and sick days) to full and part-time employees, as well as the opportunity to participate in a 403(b)-retirement plan with a generous employer contribution.

Education:

Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience may be considered.

Related Experience:

5 - 8 years of IT service delivery experience, including at least 5 years in leadership roles across multi-site or enterprise environments.

Experience with incident and request management, performance monitoring, and continuous improvement of IT support services.

Preferred Qualifications:

Training or certifications in Agile/Scrum and/or Project Management.

Strong technical background with the ability to guide triage and troubleshooting efforts.

Demonstrated leadership experience in technical or operational environments.

Knowledge:

Experience managing IT support and service delivery operations across multiple locations or teams.

Strong understanding of ITIL processes, service performance metrics, and continuous improvement methods.

Familiarity with enterprise service management tools and end-user support environments.

Skills:

Ability to lead and mentor managers or team leads in delivering consistent, high-quality support services.

Effective written and verbal communication skills for working with users, peers, and leadership.
Strong organizational and problem-solving skills with the ability to balance priorities across divisions.

Professional, customer-focused approach with commitment to service excellence and accountability.

Abilities:

Ability to supervise, coach, and support technical support staff.

Ability to work independently and as part of a team in a dynamic environment.

Ability to follow and enforce established procedures and service standards.

Discretion in handling sensitive or confidential information.

Ability to handle and work with sensitive and confidential information and maintain confidentiality

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.

Founded in 1964, New York Blood Center Enterprises (NYBCe) has provided more than 60 years of lifesaving research, innovation, and impact. NYBCe is one of the largest nonprofit blood centers, spanning 17+ states and serving 75 million people. NYBCe operates Blood Bank of Delmarva, Community Blood Center of Kansas City, Connecticut Blood Center, Memorial Blood Centers, Nebraska Community Blood Bank, New Jersey Blood Services, New York Blood Center, and Rhode Island Blood Center, delivering 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. NYBCe is a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit nybce.org. Connect with us on Facebook, X, Instagram, and LinkedIn.