Manager, IT Service Delivery & Operations

Position Description:

The Manager IT Service Delivery & Operations plays a key leadership role in ensuring that Vertex Educations technology environment enables exceptional learning experiencesfor schools. This position drives service quality reliability and efficiency through disciplined SLA management data-driven improvements and a culture of accountability. By developing high-performing teams partnering with campus and academic leaders and aligning technology operations with educational prioritiesensuring operational excellence tosupportteachingand learning.

Essential Functions:

1. Service Delivery Leadership & Performance Management:

• Lead organization-wide IT service delivery ensuring consistency reliability and scalability across all campuses.

• Establish and enforce SLA/SLO governance to achieveorganization metrics foron-time response and continuous MTTR reduction.

• Manageoperational performanceand quality auditswithdata toidentifytrends risks and opportunities for improvement.

• Coordinatewithfieldtechsandleadsto ensure campus-level execution aligns with enterprise standards and expectations.

2. Problem Management & Root Cause Analysis:

• Implement a formal Problem Management framework toidentify analyze and resolve recurring incidents.

• Leadcontinuous improvementutilizingdata driven insights to driveroot cause analyses (RCAs) and oversee permanent corrective actions.

• Maintain and publish a prioritized Top Problems register with progress tracking and accountability.

3. Service Analytics Reporting & Governance:

• Partner with BI and product teams tooptimizeIT service dashboards and reportsinplatforms like Zendesk Tableau or Power BI.

• Provide monthly and quarterly service health reportsSLA performance risksqualityand improvement initiatives.

• Define key metrics such as MTTR FCR CSAT and backlog aging to guide operational and strategic decisions.

• Partner with senior leadership to ensure data-driven investment and resourcing decisions.

4. Stakeholder Engagement & Communication:

• Serve as the primary IT service liaison to campus administrators Product and PMO teams.

• Conduct regular service review meetings and publish action-oriented updates with clear ownership and deadlines.

• Build stakeholder confidence through transparent reporting proactive issue management andtimelycommunication.

• Align IT service goals with academic and operational priorities across the school network.

5. Team Leadership Vendor and Continuity Management:

• Hireanddevelop a team of IT service professionals fostering a culture of accountability and customer focus.

• Oversee vendor relationships contract compliance and performance tooptimizecost and service quality.

• Ensure training onboarding and procedural documentation for consistent service delivery.

• Maintain IT continuity and risk management plans including regular testing and process updates.

6. Knowledge Management &ContinuousImprovement:

• Curate andmaintaina centralized living knowledge base for IT service delivery and support functions.

• Standardize procedures and documentation to ensureaccurate consistent responses across teams and campuses.

• Collaborate with Product and PMO teams to ensure changes are communicated tested and safely deployed.

• Leverage incident and problem insights to prevent recurrence and improve change outcomes.

Required Qualifications:

Education:

• Bachelors degree in Computer Science Information Technology or a related field or equivalent professional experience.

Experience:

• 57 years of experience leading enterprise IT support and service delivery teams of 10 or more preferably across multiple sites.

• Demonstrated success implementing and governing SLA/SLO programs and leading Problem Management and Root Cause Analysis (RCA) initiatives with measurable outcomes.

• Experience overseeing ITSM systems (e.g. ZendeskFreshservice ServiceNow) and analytics platforms such as Tableau or Power BI.

• Proven ability to lead cross-functional service improvement efforts and build scalable operational models.

• Strong record of stakeholder management with executive leadership school administrators and operational partners.

Credentials / Requirements:

• Valid IVP Level One Fingerprint Clearance Card (as applicable).

• Ability to travel to multiple campuses quarterly and perform moderate physical tasks (e.g.lifting upto 25lbs).

Preferred Qualifications:

• ITIL v4 certification (or equivalent service management framework).

• Experience supporting large educational networks charter schools or multi-campus environments.

• Exposure to Lean Six Sigma or continuous improvement methodologies.

• Hands-on experience integrating ITSM data with analytics or visualization tools.

• Advanced Excel or SQL skills for data analysis and performance reporting.

• Strong leadership presence and ability to mentor team leads and indirect staff in a distributed support environment.