Manager, IT Service Delivery & Customer Experience

Job Overview

Reporting to the Senior Director, IT, the Manager, IT Services & Customer Experience is accountable for the end‑to‑end delivery, quality, and continuous improvement of IT service operations across the enterprise. This role owns the service management model and people leadership of the IT Services and Customer Experience and Support team. The expectation is that this position would be onsite 4 days per week.

Essential Duties and Responsibilities

• Serve as accountable lead for the outsourced service desk / managed services partner, overseeing service performance, SLA and KPI attainment, operational escalations, relationship management, service improvement planning, and transition activities, in alignment with the broader IT vendor management framework.
• Lead IT service quality and customer experience improvements, using CSAT, SLAs, KPIs, and cost‑to‑serve insights to drive measurable outcomes.
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