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Clinisys · 1 month ago

IT Service Delivery Manager

Morrisville, NC

Full-time

Hybrid

Senior Level

$100K/yr - $125K/yr

5+ years exp

Clinisys is a company focused on delivering high-quality IT services to internal clients. The IT Service Delivery Manager will oversee the service delivery team, ensuring service levels are met while driving continuous improvement in IT service management processes.

BiotechnologyClinical TrialsEmergency MedicineHealth CareInformation TechnologyMedical DevicePersonal HealthRoboticsSoftware

H1B Sponsor Likely

Responsibilities

Lead and manage the IT service delivery team to ensure effective and efficient IT service delivery

Drive the adoption and integration of AI-powered solutions to automate service desk operations, enhance user experience, and optimize resource allocation

Monitor and achieve service performance metrics and KPIs, leveraging AI analytics where possible

Collaborate with cross-functional teams to pilot and scale AI initiatives within IT service management

Develop and maintain strong relationships with stakeholders and clients, acting as the primary contact for service delivery issues

Ensure adherence to service delivery processes, policies, and procedures, with continuous improvements

Oversee incident and problem management processes, ensuring timely resolution and effective root cause analysis

Manage change and release management processes, ensuring smooth implementation and minimal impact

Identify and implement opportunities for process improvements and drive a culture of continuous improvement

Communicate effectively with senior management, providing regular updates on service performance and improvement initiatives

Provide leadership, coaching, and mentoring to the IT service delivery team, fostering a collaborative and high-performance culture

Manage end-user hardware/application deployment and support, ensuring maximum system availability

Project manage the successful implementation of ICT projects

Gather and analyze user satisfaction scores monthly and update knowledge base articles

Qualification

ITIL certificationAI technologies knowledgeMicrosoft 365 AdministrationITSM tools experienceProject management certificationService delivery managementAnalytical skillsCustomer service skillsLeadership skillsCommunication skillsProblem-solving skillsAdaptability

Required

Bachelor's degree in computer science, Information Technology, or a related field

Proven experience (5+ years) in a service delivery management role within an IT environment

ITIL certification or equivalent in IT service management

Knowledge of AI technologies and their application in ITSM (AIOps, chatbots, predictive analytics, etc.)

Experience with AI-enabled ITSM tools is an advantage

Experience with Microsoft 365 Technologies/Administration

Experience in managing IT service delivery in a global, matrixed organisation

Excellent leadership and team management skills

Exceptional communication and interpersonal skills

Strong analytical and problem-solving skills

Excellent project management skills with strong planning and organizational abilities

High levels of customer service skills

Ability to work under pressure and manage multiple priorities in a fast-paced environment

Adaptable and flexible to changing demands, with the ability to implement and manage change

Experience with ITSM tools such as ServiceNow, Service Desk Plus, or similar

Project management certification (PMP, PRINCE2) is an advantage

Benefits

Health and wellness benefits

401 (k) Savings Plan

Stock incentive programs

Paid time off

Parental leave

Tuition assistance

Company

Clinisys

*Clinisys acquired Orchard Software July 2025 (see press release https://tinyurl.com/clinisysnews)* Clinisys delivers over 45 years of laboratory informatics expertise – built through the combined strength of trusted companies and specialists brought together under one global brand.

Founded in 2001

Chertsey, Surrey, GBR

1001-5000 employees

http://www.clinisysgroup.com/

H1B Sponsorship

Clinisys has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)

2022 (1)