Manager, IT Operations & Service Delivery

The Manager, IT Operations & Service Delivery oversees the end-to-end delivery of an organization’s IT services, ensuring reliability, efficiency, and compliance while aligning IT operations with business objectives. This role is responsible for ensuring the stable, secure, and efficient operation of IT infrastructure and services, while also managing the processes, people, and performance that deliver those services to internal and external customers.

Just For You:

• Free Parking!
• Career advancement.
• Engaging and exciting opportunity to support and organization that SAVES LIVES.

Tips to thrive in our culture:

• Embody our Core Values of Commitment, Integrity, and Respect.
• Work to actively create experiences that inspire others to save lives, each and every day.
• Embrace doing it right, making connections, and creating desired experiences.
• Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.

Essential Responsibilities

IT Operations Leadership (35%)

• Lead and manage the IT operations team, including recruitment, performance management, and professional development.
• Manage incident, problem, and request fulfilment processes to ensure timely resolution and root cause analysis.
• Coordinate change and release management to minimize service disruption.
• Plan and manage capacity and performance to meet current and forecast demand.
• Oversee vendor and third-party relationships, contracts, and service levels.

Service Delivery Management (25%)

• Develop and implement IT service delivery strategies to optimize quality and efficiency.
• Monitor and analyze service performance metrics to identify improvement opportunities.
• Conduct service reviews, risk assessments, and mitigation strategies.
• Oversee IT service management tools and processes (e.g., ITIL frameworks).

Business Continuity Oversight (20%)

• Lead business continuity and disaster recovery planning, testing, and improvements.
• Manage cybersecurity posture including technical and administrative controls.
• Own service delivery and operational performance against Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Maintain change control processes and documentation in alignment with quality standards.

Business Partnership & Stakeholder Engagement (10%)

• Communicate service performance, challenges, and opportunities to stakeholders.
• Serve as a trusted advisor for system capabilities, enhancements, and innovations.
• Translate business requirements into technical solutions.

Team Leadership & Development (10%)

• Lead and mentor service delivery teams to foster a customer-centric culture.
• Foster a culture of accountability, continuous learning, and service excellence.
• Support workforce planning and succession development.

• Bachelor’s degree in Information Technology, Computer Science, or related field required.
• Master’s degree preferred.

Experience:

• 5-8+ years of experience in IT infrastructure.
• 3-5+ years in leadership roles.
• Experience in healthcare, life sciences, blood banking, or regulated manufacturing required.
• Strong technical knowledge of IT systems, project management, risk management, vendor negotiation, budgeting, and customer service.

Preferred Qualifications

• Experience with system integration and interoperability (HL7, APIs, middleware).
• ITIL 4 Foundation.
• AWS Certified Solutions Architect.
• Microsoft Azure Administrator.
• CompTIA Security+.

Working Conditions & Physical Demands:

• Work Environment: Hybrid (in-office and remote).
• Physical Requirements: Ability to sit or stand for extended periods.
• Travel: Occasional travel for site visits or vendor meetings.
• Schedule: Standard business hours with after-hours support as needed.

Since 1975, Gulf Coast Blood has been one of the nation’s largest community blood centers, serving 170 hospitals across 26 counties. Headquartered in Houston, we support the world’s largest medical complex-the Texas Medical Center-while operating 18 donor centers and hosting more than 7,000 mobile blood drives each year. As an FDA-accredited nonprofit, we provide high-quality human cellular material for both scientific and therapeutic use.