Senior Manager, Service Delivery - IT

POSITION SUMMARY:

The Sr. Manager, Service Delivery is responsible for leading and continuously improving the firm's IT service delivery and end-user support function.  This process-driven, customer-focused leader will oversee day-to-day support operations, establish consistent service-management practices, manage service levels and performance, and foster accountability and continuous improvement.

The role serves as the operational owner of Freshservice and uses service data, automation, knowledge, self-service, and AI-enabled capabilities to improve operational performance and the employee experience.  The Sr. Manager, Service Delivery will partner closely with Cloud & Endpoint, Security Operations, and Asset & Vendor Management on complex escalations and shared processes while remaining primarily focused on service leadership, process discipline, and service transformation.

RESPONSIBILITIES:

Service Delivery

• Lead end-user support operations across Audax offices, providing a consistent, high-quality service experience for executives, investment professionals, and firmwide staff.
• Oversee ticket queues, workloads, escalations, staffing, schedules, coverage, and service risks to ensure work is appropriately prioritized and completed.
• Identify capacity, coverage, or service-delivery gaps and implement or recommend corrective action.

IT Service Management / Freshservice

• Own Freshservice as the firm's service-management platform and system of record, including platform adoption, data quality, reporting, workflows, and automation. Govern platform configuration and administration, directing a designated administrator within the IT Operations team for hands-on changes.
• Establish and continuously improve standards for ticket lifecycle management, incidents, requests, problems, approvals, escalations, and service levels.
• Govern the service catalog, self-service experience, knowledge management, and repeatable workflows such as onboarding, offboarding, access, hardware, and software requests.
• Ensure Freshservice change, access, onboarding, and offboarding records are complete and audit-ready in partnership with Information Security Risk (SOC 1 IT controls).

Reporting, SLAs and Service Quality

• Establish and manage SLAs, OLAs, KPIs, experience measures, and service-performance standards aligned with business expectations.
• Develop dashboards and analyze service data to identify trends, recurring issues, resource constraints, employee friction, and opportunities for improvement.
• Lead recurring service reviews that translate operational data into corrective actions and measurable improvement initiatives.

Process Improvement, Automation and AI

• Standardize and continuously improve IT Operations processes, workflows, documentation, self-service, and knowledge practices.
• Maintain a prioritized service-improvement and automation roadmap based on service volume, employee experience, cycle time, operational risk, and business value.
• Evaluate, pilot, and operate practical uses of automation and AI that improve service quality, employee experience, technician productivity, and operational efficiency.

Incident and Problem Management

• Lead operational coordination of major incidents and significant service disruptions, engaging the appropriate technical teams while maintaining ownership of service restoration and stakeholder coordination. Security incidents are led by Security Operations, with Service Delivery coordinating restoration and communications.
• Develop timely firmwide service communications and concise status updates for IT leadership and business stakeholders.
• Lead post-incident reviews and problem-management activities to identify root causes, recurring issues, and corrective actions.

Team Leadership and Development

• Lead and manage IT Operations staff, including engineers and co-ops, setting clear performance expectations, and coach and develop them through regular feedback, performance management, training, mentoring, and professional development.
• Strengthen team capabilities through cross-training, knowledge sharing, skills development, and succession planning.

COMPETENCIES:

• IT Service Management and enterprise ITSM platforms, preferably Freshservice.
• People leadership, coaching, and performance management.
• Service analytics, SLAs, KPIs, XLAs, reporting, and continuous improvement.
• Process improvement, workflow automation, self-service, knowledge management, and AI-enabled service capabilities.
• Executive-level communication and customer service in a high-expectation environment.
• Technical fluency sufficient to manage enterprise support operations and coordinate complex technical escalations.

REQUIREMENTS/QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, Business, Management, or a related field, or equivalent professional experience.
• 7+ years of progressive experience in IT service delivery, IT Operations, IT Service Management, end-user support, or a related discipline, preferably within a high-touch professional services environment.
• Demonstrated experience managing an IT support or service-delivery team across multiple locations.
• Experience owning or administering an enterprise ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or similar.
• Experience developing service levels, operational reporting, process improvements, workflow automation, and continuous improvement initiatives.
• Strong leadership, analytical, organizational, communication, change-management, and customer-service skills.
• Availability outside normal business hours for significant incidents or escalations may be required.

PREFERRED QUALIFICATIONS:

• ITIL 4 certification or equivalent service management credential.
• Hands-on Freshservice administration experience.
• Experience in financial services, private equity, or another regulated, high-touch professional services environment.

LOCATION: Boston, MA – Hybrid 4 days in-office. These in-office requirements may be adjusted based on the needs of the business.

TRAVEL: Some domestic travel to the New York and San Francisco offices is required.

For Massachusetts: The base salary range for this position is $140,000 - $160,000. The base salary range represents the estimated low and high end for this position at the time of this posting. Consistent with applicable law, compensation may vary and will be determined based on but not limited to, the skills, qualifications, and experience of the applicant along with the requirements of the position, and Audax reserves the right to modify this pay range at any time. An employee may also be eligible for annual discretionary incentive compensation based on performance. 

Audax offers a wide range of employee benefits, including health insurance, life insurance, disability insurance, paid time off (including sick leave, parental leave, volunteer leave, and vacation), charitable donation match, family support services (including Bright Horizons and Benefit Advocate Center), and a 401(k) in addition to other benefits.