A place where
you can advance

Others & Yourself

Role:

Service Delivery Manager

Location:

255 Washington Street
Newton, MA  02458

Job Attributes:

Expand+
  • Job ID

    1258222

  • Req ID

    134661BR

  • Job Category

    Information Technology

  • Career Area

    Corporate & Regional

  • Job Type

    Full-Time

  • Work Shift

    Daytime

  • Job Location

    255 Washington Street
    Newton, MA  02458

Great Place To Work

Work With Purpose

At AlerisLife we’re dedicated to advancing the lives of all we serve - from our residents to each and every one of our team members. With a mission-driven mindset and a desire to make a difference in the lives of others, our team members enjoy a work culture that is uniquely supportive of their professional and personal lives. A place where they can advance others, and themselves.

As the IT Service Delivery Manager, you will play a crucial role in ensuring the smooth operation of IT services within our organization. You’ll be responsible for managing the Service Desk team, setting and meeting service level agreements (SLAs), and helping to drive accurate asset management. This position requires working on location at our Newton office three days a week. A background in, and passion for, the senior living, healthcare, and/or hospitality industries is also a plus.

Responsibilities:

  • Lead and manage a team of internal staff and international vendor resources responsible for Service Desk operations. Determine ongoing staffing needs based on demand.
  • Partner with IT and cross-functional leadership to set SLAs, performance metrics, and support goals, and ensure metrics are met or exceeded for timely and accurate customer service.
  • Improve service quality and customer satisfaction by implementing improvement initiatives.
  • Act as an escalation point for support calls and services requests.
  • Contribute to workflows for tracking and provisioning computers and other end-user hardware to ensure timely delivery to the field and maintenance of a fully functioning fleet.
  • Oversee IT onboarding support for new hires.
  • Manage all aspects of relationships with third-party vendors responsible for support and asset delivery, including contract negotiations, budgeting, and invoicing. Continually monitor for new opportunities for collaboration or cost savings.
  • Lead IT communication efforts to the field, keeping team members up to date on the latest news, developments, outages, etc. to help them be effective and efficient in their roles.
  • Maintain a full understanding of the current functionality of the service desk system (ServiceNow) and partner with others to drive its ongoing evolution.
  • Stay up to date on the latest technology and industry trends related to senior living to ensure our support remains current and effective.

Requirements:

  • Bachelor's degree in IT, computer science, or a related field, or equivalent experience.
  • A minimum of five years in IT service delivery.
  • Experience with Microsoft tools including Office.com, Teams, and OneDrive.
  • Agile mindset with focus on iterative change and continuous improvement.
  • Excellent communication skills, with an ability to listen effectively, comprehend internal client needs, and explain technical details in user-friendly language.
  • Detail-oriented with a proactive approach to problem-solving.
  • Willingness to support several projects at one time and the ability to deliver high-quality work on schedule.
  • Experience with ServiceNow and a history of process improvement implementations is a plus.

Additional Certificates, Licenses, Registrations:

  • Project Management Professional (PMP), Certified Scrum Master (CSM), and/or ITIL certification helpful but not required.

We Got You

We see and support the whole you. Because investing in you, and all our team members, is the first step in making a difference in the lives of others.

  • Comprehensive Medical/Dental/Vision
  • 401k + Match
  • Bonus Opportunity
  • Competitive PTO, Sick & Holidays
  • Life, Disability & other supplemental benefits
  • Flexible Workplace
  • Professional Development Funds
  • Wellness Coaching & Personal Support Benefits
  • Recognition & Reward Programs

Is This You?

Beyond checking off the boxes, we’re looking for someone who shares our passion and commitment.

  • Purpose and Meaning – You have an authentic connection our vision of a world in which the quality of life is ageless, and a desire to advance our culture and keep People First at all times.
  • Advancing Others – You advance others, supporting their continuous growth and enabling their achievements. You get it – positive team experiences lead to incredible customer moments.
  • You Are Accountable – To our team, our customers and our brand(s). You firmly believe that the way in which we achieve results is just as important as what we accomplish together.
  • Operational Excellence – You encourage a mindset of continuous improvement, respect ideas from everywhere, and empower others to elevate how and what we deliver for our customers and each other.
  • Let’s Do This – Fast is as slow as we go! You thrive with a focus on the here-and-now, while managing multiple priorities, projects and competing demands, helping others anticipate and embrace what’s next.

EEOC

Alerislife prohibits discrimination against any applicant or employee with regard to or on the basis of race, color, religion, national or ethnic origin, age, ancestry, sex, pregnancy (including... Continue reading

Alerislife prohibits discrimination against any applicant or employee with regard to or on the basis of race, color, religion, national or ethnic origin, age, ancestry, sex, pregnancy (including pregnancy, childbirth, lactation and related medical conditions), gender, gender identity and expression (including transgender), sexual orientation, mental or physical disability, military status, certain criminal records, genetic information (including characteristics and testing), HIV testing, a personal admission to a facility for the care and treatment of a mentally ill person and taking of parental leave or membership in any other category protected by applicable law. In addition to federal requirements, AlerisLife complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has communities and/or facilities. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

In addition, AlerisLife expressly prohibits any form of workplace harassment based on race, color, religion, national or ethnic origin, age, ancestry, sex, pregnancy (including pregnancy, childbirth, lactation and related medical conditions), gender, gender identity and expression (including transgender), sexual orientation, mental or physical disability, military status, certain criminal records, genetic information (including characteristics and testing), HIV testing, a personal admission to a facility for the care and treatment of a mentally ill person and taking of parental leave or membership in any other category protected by applicable law. We will not tolerate harassment of employees in the workplace, or in other settings in which employees may find themselves in connection with their employment. Improper interference with the ability of AlerisLifeTesting of New Employment Application’s employees to perform their job duties may result in discipline up to and including discharge. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination harassment or retaliation, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any federal, state, or local law is prohibited and will not be tolerated.

More than just a place to work
this is a place to

Thrive
  • Light Blue Petal Inspired Thinking

    Flip

    Inspired Thinking White

    I am encouraged

    to bring forward fresh thinking that enhances how we work, serve, and live.

    Flip back

  • Green Petal Total Wellbeing

    Flip

    Total Wellbeing White

    I am empowered

    to further my own mental, physical, and emotional wellbeing — feeling energized for life and work.

    Flip back

  • Dark Blue Petal Shared Purpose

    Flip

    Shared Purpose White

    I am motivated

    by a shared desire to make a difference daily — at work, at home, and in the community.

    Flip back

  • Green Petal Personal Growth

    Flip

    Personal Growth White

    I am inspired

    by the opportunity to grow personally and professionally, each and every day.

    Flip back

  • Light Blue Petal Meaningful Connections

    Flip

    Meaningful Connections White

    I am supported

    to build nurturing relationships with my customers, co-workers, community, and loved ones.

    Flip back