Service Delivery Manager
Service Delivery Manager
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$ 95000 - 110000
1 Vacancy
Job Description
Tend is rewriting the playbook of modern dentistry by building a company around the patient and the provider. We believe that with the power of technology a hospitalitydriven mindset and a top tier clinical team we can make going to the dentist something to look forward to. Our vision is to transform the dental experience into one that is empowering human and personalized.
Since launching in 2019 we have provided exceptional care to over 100000 patients across five major cities: New York Washington DC Boston Atlanta and Nashville. With thousands of fivestar reviews Tend has become one of the countrys toprated and indemand dental practices with over 650 team members to support this mission. Were continuing to grow quickly and looking for the best of the best to come join our team.Were looking for a Service Delivery Manager to lead and evolve our technical support operations in Nashville. This person will manage a team of internal IT support staff and an outsourced vendor to ensure bestinclass service delivery across our growing network. The ideal candidate is both a coach and an operator someone who leads with empathy thrives in ambiguity and can scale systems to meet growing business demands.
What Youll Do
Team Leadership & Development
- Manage and coach two internal IT support professionals; nurture growth accountability and a high standard of service
- Foster a peoplefirst culture thats kind calm and responsive under pressure
- Help identify the teams superpowers and coach toward them
Vendor Oversight
- Manage our outsourced support partner ensuring KPIs and SLAs are met and service quality remains high
- Hold vendors accountable with data partnership and clear expectations
Service Delivery Excellence
- Own and continuously improve incident management request fulfillment escalation protocols and ticket workflows
- Identify patterns in requests and outages and lead the charge on longterm fixes and documentation
- Be handson with triaging and resolving tickets when needed lead from the trenches
Crossfunctional Partnership
- Collaborate with Clinical Operations Member Experience People and other departments to solve daytoday problems
- Help support new studio openings and scaling infrastructure
- Translate business needs into simple scalable support processes
What Youll Bring
IT Expertise 5 years):
- Demonstrated experience managing or delivering IT support in fastpaced serviceoriented environments
- Deep troubleshooting knowledge across Windows Mac OS hardware and cloudbased tools
People Leadership 2 years):
- Track record of leading small teams with empathy and clear performance expectations
- Capable of bringing out the best in people even when they dont see it in themselves
Systems Knowledge:
- Experience with ticketing systems (e.g. FreshService ServiceNow)
- Familiarity with Google Workspace and Microsoft Office troubleshooting
- Skilled in printer display and general hardware troubleshooting
- Experience managing or working within identity providers (e.g. Okta Duo etc.
Collaboration & Emotional Intelligence:
- Strong interpersonal skills and comfort working across departments and seniority levels
- Confidence to take initiative and humility to ask questions or seek help
- A selfstarter who knows how to push forward without pushing people over
What We Offer:
We believe taking care of people starts with taking care of our own. Heres how weve got you covered at Tend:
Health Comes First We offer medical dental and vision insurance plus a Dental Wellness Program to keep your smile as sharp as your skills.
Plan for the Future Our 401(k) comes with a company match because your future matters just as much as your now.
Support When You Need It Life & AD&D insurance health advocacy legal support and an Employee Assistance Program (EAP) all designed to have your back when life gets real.
Smart Spending Options Weve got Flexible Spending Accounts (FSAs) Health Savings Accounts (HSAs) and pretax transit/parking benefits to make your dollars go further.
Time to Recharge Enjoy generous Paid Time Off (PTO) and company holidays because rest is productive.
Bonus Eligible This role includes annual bonus potential based on both company performance and your individual impact.
#LIhybrid
Nashville TN Pay Range
$95000 $110000 USD
The Tend Difference
Required Experience:
Manager
Employment Type
Full Time
