Manager, IT Service Delivery

Description

Customer Experience Manager

The Center for Elders’ Independence is a PACE (Program of All-Inclusive Care for the elderly) organization (PO) that uses an interdisciplinary team approach for care planning and implementing purposeful high quality, affordable, and integrated health care services to the elderly. Our elderly meet PACE requirements as prescribed by CMS and are referred to as participants. Our PO includes Adult Day Health Centers and primary care clinics, promoting participant autonomy, quality of life and the ability for individuals to live in their communities

The Position:The Customer Experience Manager leads a team responsible for delivering high-quality, user-centered IT support and service enhancements across the organization. This leader owns the strategy and execution of initiatives aimed at improving how internal users experience and interact with enterprise technology.

With a focus on proactive support, systems usability, and operational excellence, this role ensures IT services are accessible, effective, and aligned with the needs of end users. The manager will oversee support analysts and systems-focused staff, driving a culture of continuous improvement, knowledge sharing, and service excellence.

The salary range for the Customer Experience Manager position at Center for Elders Independence is $97,505 - $145,258. Annual salary is based on the market for the Customer Experience Manager, as well as experience, skills, abilities and work history.

DUTIES AND RESPONSIBILITIES:

• Customer Experience Leadership: Champion a service mindset across IT operations by embedding user experience (UX) principles into support, training, communication, and systems management.
• Team Leadership & Development: Manage and mentor a team of analysts and support staff; foster professional development, collaboration, and innovation.
• Strategic Service Delivery: Design and lead initiatives to optimize IT support processes, tools, and response models using ITIL-based practices and customer experience insights.
• Systems Support Oversight: Ensure timely, effective resolution of technical issues while enabling the team to identify systemic trends and root causes.
• User Enablement & Training: Oversee development and delivery of end-user training programs, onboarding experiences, and self-service content to drive adoption and reduce friction.
• Service Performance & Analytics: Define and track key metrics (e.g., SLAs, CSAT, FCR) to assess IT support health, user sentiment, and opportunities for improvement.
• Cross-Functional Collaboration: Work with IT infrastructure, security, applications, and business units to ensure IT services meet operational needs and strategic priorities.
• Technology Communication: Ensure end-user communications regarding outages, upgrades, and changes are timely, clear, and empathetic to business impact.
• Vendor Management: Oversee relationships with third-party service providers (e.g., field services, helpdesk vendors, training consultants) to ensure service quality and alignment with internal expectations.
• Project Engagement: Represent the voice of the end-user in enterprise IT initiatives; support successful change management, testing, and post-deployment evaluation.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
• 7+ years of experience in IT operations, technical support, or systems analysis, with at least 2 years in a people management or team lead role.
• Deep understanding of IT service management frameworks (ITIL) and user-centered support principles.
• Experience managing customer-facing IT teams or service desks, with a strong track record of driving user satisfaction and service improvements.
• Familiarity with enterprise ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, or similar.
• Strong leadership, coaching, and communication skills—able to engage both technical teams and non-technical stakeholders.
• Demonstrated experience using metrics and data to drive decision-making and continuous improvement.
• Experience working with Microsoft 365, identity and access management, endpoint management, and common enterprise SaaS platforms.
• Relevant certifications (e.g., ITIL v3/v4, HDI, Microsoft 365) are a plus.

IDEAL CANDIDATE TRAITS:

• Empathetic and user-focused mindset
• Process-oriented with a continuous improvement approach
• Collaborative leadership style
• Strategic thinker with a passion for service excellence

Center for Elders’ Independence is a PACE (Program of All- Inclusive Care for the Elderly) organization that uses an interdisciplinary team approach to care planning and care implementation for the purpose of providing high quality, affordable, integrated health care services to the elderly, including an Adult Day Health Center, and promoting autonomy, quality of life and the ability of individuals to live in their communities. Unlike other healthcare plans, CEI is not a "fee-for-service" plan. It is a “capitation” healthcare plan. CEI is paid a set amount for each person enrolled in our program, whether or not that individual seeks care. We are a growing company that offers stability and continues to thrive.