IT Service Delivery Manager

🔥 1 minute ago

🏄 California, Maryland – Remote

🏄 California – Remote 🦀 Maryland – Remote

💵 $108.5k - $155k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💻 IT Support

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United Therapeutics Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1996

🧬 Biotechnology

💊 Pharmaceuticals

Biotechnology • Pharmaceuticals

United Therapeutics Corporation is a biotechnology company focused on developing novel pharmaceutical therapies and technologies to treat chronic and life‑threatening conditions and to expand the availability of transplantable organs. Founded to address a rare disease, the company develops treatments for pulmonary arterial hypertension and other orphan and pulmonary diseases, and works on technologies related to organ transplantation and support for end‑stage organ disease. United Therapeutics is also notable for being the first publicly‑traded biotech or pharmaceutical company to adopt the public benefit corporation structure.

📋 Description

• lead the IT Service Delivery function within IT Operations • translate IT Operations strategy into tactical operational plans • direct and manage the Service Delivery team, including hiring, goal-setting, workload allocation, and performance management reviews (PMRs) • manage execution of the Transition to Service framework and operating model playbooks for all new and changed IT services • oversee service delivery activities for services within scope, including SLA/KPI monitoring, request intake and workflow execution • support Major Incident Management processes and coordinate stakeholder communications during service disruptions • monitor and manage vendor and MSP performance against contractual SLAs, SOW commitments, and delivery metrics • maintain service dashboards, KPI/SLA reporting, and stakeholder-facing service review materials

🎯 Requirements

• H.S. Diploma or General Education Degree (GED) with 10+ years of relevant experience • 6+ years of experience in IT operations, service delivery, or service management • 2+ years of direct people-leadership or team-lead experience (formal supervision, coaching, performance management) • 3+ years of experience with IT Service Transition, operational readiness, or ITSM process ownership (Incident, Request, Change, Problem) • 3+ years of experience with ServiceNow or comparable ITSM platform • 2+ years of experience managing or coordinating vendor/MSP performance against SLAs • working knowledge of ITIL/ITSM frameworks (Service Transition, Service Operation, Continual Service Improvement) • demonstrated ability to lead, coach, and develop a small team of individual contributors • strong organizational, prioritization, and stakeholder communication skills across business, IT, and vendor audiences • ability to translate operational strategy into tactical plans and manage team execution to defined KPIs and SLAs • sound judgment and ability to make operational decisions within established policies and defined scope

🏖️ Benefits

• medical / dental / vision / prescription coverage • employee wellness resources • savings plans (401k and ESPP) • paid time off & paid parental leave benefits • disability benefits