Sr Manager, Service Delivery

Build the service model. Lead the team. Shape how our employees experience IT. 

We are a young, growing company, and our IT organization is growing with it. That makes this a build-and-lead role, not a caretaker role. The person who joins us will have the opportunity to define and own how IT service delivery works across the organization: how employees get help, how support is staffed and measured, how issues are escalated, how vendors fit into the model, and what a great technology experience should look like as we scale. 

The audience is broad. You and your team will support field personnel, commercial and sales teams as those capabilities grow, R&D engineers, Quality and regulatory functions, corporate teams, executives, and everyone in between. This role will be one of the most visible faces of IT to our internal customers. How this function performs will shape how the organization experiences and judges IT - good or bad. 

We are looking for a leader who values real IT discipline and great customer experience, in equal measure. Great CX does not mean saying yes to everything. It means being responsive, reliable, consistent, easy to work with, transparent about priorities, and willing to say “no” or “not that way” when a one-off request conflicts with security, standards, scalability, or our shared business goals. It also means representing the internal customer inside IT and holding our own teams and partners accountable when the experience, responsiveness, or quality of service falls short of the standard we are trying to build. 
 
As Anteris grows, this role will grow with it. The service model, team structure, global coverage, technology estate, and business expectations will all become more complex. For the right leader, that creates meaningful opportunity to expand scope, responsibility, and career progression as the company and IT organization mature. 

What You’ll Own

•    Lead and develop our Service Desk, deskside support, and related Service Delivery resources (employees, contractors, and service partners) with clear expectations, coaching, accountability, and career development. 
•    Define and mature a scalable global IT service-delivery model across support channels, locations, vendors, escalation paths, service levels, and operating hours. 
•    Own the employee technology experience within Service Delivery and use service data, customer feedback, ticket trends, and direct engagement to identify friction and drive measurable improvement. 
•    Establish practical ITSM discipline across incident, request, problem, knowledge, change, service catalog, asset, and continual-improvement practices. We want rigor that improves outcomes, not process for process’s sake. 
•    Lead significant incidents and escalations with calm, clear ownership — coordinating technical teams, vendors, business stakeholders, communications, and follow-through through resolution and post-incident improvement. 
•    Lead Service Delivery projects and improvement initiatives such as ITSM enhancements, service-model changes, endpoint or technology deployments, office/site support changes, vendor transitions, automation, and self-service improvements. 
•    Own service-provider performance and ensure MSPs and vendors operate as an extension of our team, with clear accountability for quality, responsiveness, customer experience, and contractual commitments. 
•    Lead end-user technology fulfillment and lifecycle practices, including onboarding/offboarding, device provisioning, asset control, refresh planning, recovery, and retirement. 
•    Partner closely with Infrastructure, Cybersecurity, Enterprise Applications, Data, Quality, HR, Facilities, and business leadership so employees experience one IT organization rather than disconnected technical teams. 

What Success Looks Like

•    Employees know where to go for help, receive consistent service, and trust that IT will own issues through resolution. 
•    The Service Delivery team is well-led, accountable, developing professionally, and increasingly able to solve problems without unnecessary escalation. 
•    Service levels, backlog, recurring issues, customer experience, vendor performance, and improvement priorities are visible and actively managed, not anecdotally. 
•    IT becomes more disciplined as we grow: better standardization, better knowledge, more automation, fewer repeat problems, and clearer ownership. 
•    You are a credible partner to the business: customer-focused and pragmatic, while protecting enterprise standards, security, compliance, scalability, and shared priorities. 
•    You are a credible leader inside of IT - where we look to you for voice-of-the-customer and help IT deliver IT correctly.  

What We’re Looking For

•    Bachelor’s degree in Information Technology, Computer Science, Business, or a related field is preferred. An equivalent combination of education and relevant professional experience will also be considered.
•    10+ years of progressive experience in IT service delivery, IT operations, end-user computing, IT service management, or related technology disciplines. 
•    5+ years of people-management experience with direct leadership of Service Desk, deskside/end-user support, IT operations, or comparable technology teams. 
•    Demonstrated ability to coach and develop people, manage performance, create accountability, and build stronger teams, not simply manage a queue. 
•    Strong, practical ITSM experience and an understanding of ITIL principles, service levels, problem management, knowledge management, change, metrics, and continual improvement. 
•    Experience leading technology or service-improvement projects from planning through implementation and transition to support; formal project-management certification is useful but not required. 
•    Experience using service-performance and customer-experience data to make decisions, identify systemic issues, and drive improvement. 
•    Experience managing MSPs, contractors, vendors, and blended internal/external delivery models with measurable performance expectations. 
•    Strong working knowledge of Microsoft-centric workplace technology, including Microsoft 365, Entra ID, Intune, SaaS applications, endpoint management, identity/access concepts, and enterprise service-management tools. 
•    Experience supporting multiple sites or a distributed/global workforce. 
•    Experience in medical device, life sciences, manufacturing, healthcare, or another regulated environment is strongly preferred. 
•    A leadership style that combines service orientation, sound judgment, technical credibility, operational discipline, and the confidence to challenge weak assumptions or unsustainable requests. 

What We Offer 

•    Opportunity to make a significant impact on the healthcare industry by advancing groundbreaking therapies. 
•    Inclusive Team Environment, collaborative and dynamic work environment with a culture of innovation and excellence. 
•    Competitive compensation package, including salary, performance-based bonuses, and stock options. 
•    Career development opportunities and a chance to be part of a growing company that values its employees. 

Health and Wellness Offerings 

•    Medical, Dental, and Vision Plans 
•    Flexible Spending Account (FSA) 
•    401k + Company Match 
•    Life, AD&D, Short-Term and Long-Term Disability Insurance 
•    Bonus Plan Eligibility 
•    Employee Equity Program 
•    Paid Holidays & Vacation 
•    Employee Assistance Program