Senior Service Delivery Manager, IT

The role

The Sr. Manager, Service Delivery leads and improves the firm's IT service delivery and end-user support function. This role oversees day-to-day support operations, manages service levels, and serves as the operational owner of Freshservice.

What you will do

• Lead end-user support operations across Audax offices
• Oversee ticket queues, workloads, escalations, staffing, schedules, coverage, and service risks
• Own Freshservice as the firm's service-management platform
• Establish and 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
• Ensure Freshservice records are complete and audit-ready
• Establish and manage SLAs, OLAs, KPIs, and experience measures
• Develop dashboards and analyze service data to identify trends and opportunities
• Lead operational coordination of major incidents and significant service disruptions
• Lead and manage IT Operations staff, including engineers and co-ops

Required 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
• 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

Nice to have

• 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

Benefits

• 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)
• 401(k)

About the company

Founded in 1999, Audax Group is a leading alternative investment manager with approximately $42 billion of assets under management and more than 475 employees.