IT Service Delivery Manager

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Zenith American Solutions, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1944

⚕️ Healthcare Insurance

👥 HR Tech

🤝 B2B

Healthcare Insurance • HR Tech • B2B

Zenith American Solutions, Inc. is a U. S. -based third‑party administrator (TPA) that manages employee benefit and pension plans—particularly Taft‑Hartley and union funds—providing health and welfare administration, claims processing, retirement plan processing, contribution accounting, payment solutions, cost containment, compliance/privacy services, and participant/provider/employer portals. The company combines benefits administration expertise with technology and security-focused services to support trustees, employers, fund professionals and millions of plan participants nationwide.

📋 Description

• The IT Service Delivery Manager is responsible for leading the delivery, support, and continuous improvement of IT service • Build and maintain strong relationships with business and operations leaders to ensure IT services align with organizational priorities and user needs • Lead day-to-day IT service delivery to ensure services are delivered effectively and in alignment with established SLAs and operational objectives • Own the end-to-end escalation management process, ensuring timely coordination, communication, and resolution of complex IT issues • Monitor and report on service delivery performance, including KPIs, SLAs, customer satisfaction, backlog trends, and operational health • Lead continuous improvement initiatives focused on operational efficiency, automation, service quality, and user experience • Ensure successful transition of projects and new technologies into production support

🎯 Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience • Minimum of 5-7 years of experience in IT support, with at least 3 years in an IT Service management or coordination role • Demonstrated experience owning escalation management and driving resolution across cross-functional teams • Experience working with third-party IT managed service providers (MSPs) and contractors • Experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice) • Strong problem-solving and analytical skills • Excellent verbal and written communication abilities • Proficiency in using IT service management (ITSM) tools and project management software • Ability to work independently and manage multiple priorities in a fast-paced environment

🏖️ Benefits

• health, vision, and dental coverage • a retirement savings 401(k) plan with company match • paid time off (PTO) • great opportunities for growth