Senior Manager – IT Service Delivery

New York Blood Center

Senior Manager overseeing IT support services for NYBCe, a major nonprofit blood collection and distribution organization. Leading IT operations and service delivery across key functions with an emphasis on efficiency and customer focus.

Posted 6/13/2026full-timeSt. Paul • Minnesota • 🇺🇸 United StatesSenior💰 $150,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee the delivery of IT support services across divisional and enterprise levels
Ensure timely, efficient, and customer-focused operations through strong leadership and adherence to ITIL-based processes
Partner closely with Infrastructure, Applications, and Information Security teams to maintain consistent service execution, clear communication, and high-quality outcomes
Drive cross-divisional alignment, advances operational maturity, and strengthens collaboration among Service Delivery teams
Support the resolution of conflicts within and between teams, fostering a culture of accountability, professionalism, and mutual respect
Mentor and develop Service Delivery team leads to build leadership capability, improve communication practices, and strengthen engagement.
Maintain effective communication with stakeholders at all levels to ensure awareness, responsiveness, and alignment with organizational objectives.

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred
5 – 8 years of IT service delivery experience, including at least 5 years in leadership roles across multi-site or enterprise environments
Experience with incident and request management, performance monitoring, and continuous improvement of IT support services.
Training or certifications in Agile/Scrum and/or Project Management preferred
Strong technical background with the ability to guide triage and troubleshooting efforts
Demonstrated leadership experience in technical or operational environments
Experience managing IT support and service delivery operations across multiple locations or teams
Strong understanding of ITIL processes, service performance metrics, and continuous improvement methods.
Familiarity with enterprise service management tools and end-user support environments.

Benefits

Comp & perks

medical
vision
dental
paid time off
sick days
403(b)-retirement plan with a generous employer contribution

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service deliveryincident managementrequest managementperformance monitoringcontinuous improvementITIL processesservice performance metricstriagetroubleshooting

Soft Skills

leadershipcommunicationconflict resolutionmentoringcollaborationaccountabilityprofessionalismengagement

Certifications

AgileScrumProject Management