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# IT Service Delivery Manager

- **Company:** Canyon Ranch
- **Location:** Lenox, MA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, User Authentication, Remote Backup Services, Software as a Service, IT Management, Virtual Private Networks (VPN), Microsoft Servers, Cloud Services, Management of Software Versions, Wide Area Networks, Web Applications, Web Platforms, Web Services, Wi-Fi Technology, Network Routers, Enterprise Software Applications, Computer Network Technologies, Firewalls (Computer Science), Information Technology, Api Management
- **Published:** May 31, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f4c85721e7ff9696

## About the Role

Do you have experience in Vendor relationship building?, Do you have a High school diploma or GED?, * 3-5 years of experience in service delivery, infrastructure operations, application support, or a related IT leadership role

 * Experience managing web applications, APIs, cloud services, and enterprise technology platforms
 * Strong understanding of incident management, platform monitoring, change management, and service reliability best practices
 * Knowledge of networking technologies including WAN, VPN, WiFi, firewalls, routers, and Layer 2/3 switching
 * Experience supporting Microsoft Server and workstation environments
 * Familiarity with cloud backup technologies, infrastructure platforms, and enterprise hardware environments
 * Strong analytical, troubleshooting, and problem-solving skills
 * Excellent organizational, communication, and leadership abilities
 * Ability to manage multiple priorities in a fast-paced environment while maintaining strong attention to detail
 * Experience working with vendors, contracts, and technology service providers preferred
 * High level of professionalism with strong customer service and interpersonal skills
 * High school diploma or equivalent required

## Description

Join the innovative Information Technology team at Canyon Ranch as an IT Service Delivery Manager (Service Delivery & Client Services Manager) supporting web, application, and API management operations in Austin, Texas. This leadership role is responsible for ensuring the reliability, performance, security, and continuous improvement of customer-facing and internal digital platforms. The ideal candidate is a strategic technology leader who can bridge technical operations with business priorities while driving service excellence across both human-led and AI-assisted environments. This role oversees service operations, platform governance, incident management, vendor relationships, and team leadership to ensure scalable and secure digital experiences.
Responsibilities:

 * Lead the operational health, reliability, and performance of web platforms, applications, and API services
 * Manage service delivery processes including SLA/SLO monitoring, incident response, root cause analysis, and change management
 * Establish observability and monitoring standards across infrastructure, applications, and AI-driven systems
 * Oversee API governance including security protocols, authentication, versioning, lifecycle management, and integration monitoring
 * Drive platform security initiatives and maintain compliance with applicable regulatory and security standards
 * Partner with development, architecture, and business teams to improve scalability, reliability, and operational efficiency
 * Manage relationships with third-party vendors, SaaS providers, hosting partners, and technology service providers
 * Evaluate emerging AI and automation technologies for operational effectiveness, governance, and risk management
 * Lead and mentor a small technical team while supporting the evolution of AI-assisted service delivery operations
 * Develop operational standards, accountability frameworks, and executive-level reporting related to service performance and platform health
 * Support continuous improvement initiatives and technology modernization efforts across the organization


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