Manager, IT Service Delivery & Customer Experience

The Manager, IT Services & Customer Experience reports to the Senior Director, IT. The role oversees end‑to‑end delivery, quality, and continuous improvement of IT service operations across the enterprise, managing the service management model and leading the IT Services & Customer Experience and Support team.

The expectation is onsite 4 days per week.

Essential Duties And Responsibilities

• Serve as the accountable lead for the outsourced service desk / managed services partner, overseeing service performance, SLA and KPI attainment, operational escalations, relationship management, service improvement planning, and transition activities, in alignment with the broader IT vendor management framework.
• Lead IT service quality and customer experience improvements, using CSAT, SLAs, KPIs, and cost‑to‑serve insights to drive measurable outcomes.
• Own the IT operating budget, including forecasting, cost optimizati...