Service Delivery Manager

The Service Delivery Manager (SDM) provides review and direction for vendor activities, ensuring that the vendor’s performance against agreed-upon service levels agreements (SLAs) and quality metrics meet expectations. The SDM monitors the day-to-day vendor operations and delivery, examining measured results for problem determination, root cause analyses and works with vendor on continuous improvement. They track and ensure appropriate actions are taken to correct failed activities, functions or processes.

The SDM acts as a key liaison between internal and vendor teams. The SDM ensures that incident management and responses are followed appropriately and that a high degree of visibility into issue investigation and resolution occurs during the incident. The SDM also monitors progress against project deliverables being delivered through exclusively the vendor or in combination of vendor and other parties representing Seattle Children’s.

This role requires a strong understanding of IT service management processes, excellent communication skills, and a customer-centric approach.

This is a highly technical Service Delivery Manager role focused on ensuring smooth IT operations between vendor partners and Seattle Children’s Hospital. They will act as the main point of contact, guaranteeing top-notch service delivery and exceeding client expectations. This demands a strong technical foundation in IT infrastructure (think Networking, Desktop Support, Telecommunications, Virtualization, and Cloud computing) and the ability to work closely with Seattle Children’s architecture team to plan for future IT needs.

Collaborating with vendor technical teams will be essential to ensure services align with agreements, while proactively addressing risks and constantly improving processes. Though this role will be responsible for managing multiple initiatives and projects, it’s not a project management role. This role prioritizes a deep understanding of IT infrastructure and the ability to translate business needs into technical solutions.

Required Education and Experience

Bachelor’s degree in IT, Business Administration, related field, or equivalent experience Minimum of 5 years of experience in service delivery management, vendor management or equivalent experience 5 years experience and knowledge of project management practices, including project planning and risk/issue analysis/management Strong technical background with in-depth knowledge of IT infrastructure domains such as networking, server virtualization, cloud computing, and storage.

Required Credentials

Preferred

Experience with IT service management (ITSM) frameworks, such as ITIL

Compensation Range

$ – $ per year

Salary Information

This compensation range was calculated based on full-time employment (2080 hours worked per calendar year). Offers are determined by multiple factors including equity, skills, experience, and expertise, and may vary within the range provided.

Disclaimer for Out of State Applicants

This compensation range is specific to Seattle, positions located outside of Seattle may be compensated differently depending on various factors .

Benefits Information

Seattle Children’s offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more. Additional details on our benefits can be found on our website (Use the "Apply for this Job" box below). .

About Us

Hope. Care. Cure. These three simple words capture what we do at Seattle Children’s — to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE

Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families’ ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho — the largest region of any…