Manager, Service Delivery Management (ITSM)

Location: Remote positions available in Rhode Island, Connecticut, New Hampshire, New Jersey, New York, and Pennsylvania, US; onsite option in Chelmsford, Massachusetts, US.

Salary: $125,600–$188,300 annual base salary, plus eligibility for an annual bonus.

Company

hirify.global develops medical devices, software, and related services for diagnosing and treating serious cardiopulmonary and respiratory conditions.

What you will do

• Lead intake, triage, prioritization, and delivery of undefined or cross-functional IT initiatives under Project LITE.
• Act as the primary liaison between business stakeholders and Global IT delivery and operations teams.
• Facilitate technical requirements gathering, impact assessments, risk evaluations, delivery planning, and transition into steady-state operations.
• Manage and develop Service Delivery Managers while ensuring consistent triage quality, governance, and stakeholder engagement.
• Oversee part of the Global IT technology pipeline and report on intake volume, delivery status, service performance, risks, and pipeline health.
• Apply ITIL practices and partner with ServiceNow teams to automate, standardize, and continually improve service delivery workflows.

Requirements

• Must be eligible to work in the United States without current or future ZOLL immigration sponsorship.
• At least 5 years of experience in IT Service Management, service delivery, or operational leadership.
• ITIL V4 Foundation certification is required.
• Experience managing intake and triage processes, cross-functional initiatives, service transitions, and service performance objectives.
• Extensive experience with ServiceNow or a comparable enterprise ITSM platform.
• Strong planning, prioritization, communication, reporting, stakeholder management, and team leadership skills.

Nice to have

• Experience collaborating with application portfolio management, project teams, solutions architecture, process owners, and ServiceNow developers.
• Experience identifying service trends, bottlenecks, and continual improvement opportunities.

Culture & Benefits

• Work within a fast-growing medical technology company operating in more than 140 countries.
• Contribute to technologies intended to improve outcomes for patients with critical cardiopulmonary conditions.
• Culture emphasizing innovation, self-motivation, and an entrepreneurial spirit.
• Comprehensive benefits and annual bonus eligibility.