Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 9 hours ago

Senior Service Delivery Manager, IT

Audax Group14 open roles

Where
Boston, MA
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSenior Service Delivery Manager, ITAudax Group · Boston, MA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Audax Group's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. Audax Group postings stay open a median of 44 days.

Share of postings closed within
  1. 1.9%1 day
  2. 3.8%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.1%30 days
This job: posted 9 hours ago

Audax Group median: 44 days open

The posting

Founded in 1999, Audax Group is a leading alternative investment manager with offices in Boston, New York, San Francisco, London and Hong Kong. With approximately $42 billion of assets under management and more than 475 employees, Audax is a leading capital partner for middle market companies, operating through three business lines: Audax Private Equity, Audax Private Debt, and Audax Strategic Capital.

For more information, visit www.audaxgroup.com or follow Audax Group on LinkedIn.

POSITION SUMMARY:

The Sr. Manager, Service Delivery is responsible for leading and continuously improving the firm's IT service delivery and end-user support function. This process-driven, customer-focused leader will oversee day-to-day support operations, establish consistent service-management practices, manage service levels and performance, and foster accountability and continuous improvement.

The role serves as the operational owner of Freshservice and uses service data, automation, knowledge, self-service, and AI-enabled capabilities to improve operational performance and the employee experience. The Sr. Manager, Service Delivery will partner closely with Cloud & Endpoint, Security Operations, and Asset & Vendor Management on complex escalations and shared processes while remaining primarily focused on service leadership, process discipline, and service transformation.

RESPONSIBILITIES:

Service Delivery

  • Lead end-user support operations across Audax offices, providing a consistent, high-quality service experience for executives, investment professionals, and firmwide staff.
  • Oversee ticket queues, workloads, escalations, staffing, schedules, coverage, and service risks to ensure work is appropriately prioritized and completed.
  • Identify capacity, coverage, or service-delivery gaps and implement or recommend corrective action.

IT Service Management / Freshservice

  • Own Freshservice as the firm's service-management platform and system of record, including platform adoption, data quality, reporting, workflows, and automation. Govern platform configuration and administration, directing a designated administrator within the IT Operations team for hands-on changes.
  • Establish and continuously improve standards for ticket lifecycle management, incidents, requests, problems, approvals, escalations, and service levels.
  • Govern the service catalog, self-service experience, knowledge management, and repeatable workflows such as onboarding, offboarding, access, hardware, and software requests.
  • Ensure Freshservice change, access, onboarding, and offboarding records are complete and audit-ready in partnership with Information Security Risk (SOC 1 IT controls).

Reporting, SLAs and Service Quality

  • Establish and manage SLAs, OLAs, KPIs, experience measures, and service-performance standards aligned with business expectations.
  • Develop dashboards and analyze service data to identify trends, recurring issues, resource constraints, employee friction, and opportunities for improvement.
  • Lead recurring service reviews that translate operational data into corrective actions and measurable improvement initiatives.

Process Improvement, Automation and AI

  • Standardize and continuously improve IT Operations processes, workflows, documentation, self-service, and knowledge practices.
  • Maintain a prioritized service-improvement and automation roadmap based on service volume, employee experience, cycle time, operational risk, and business value.
  • Evaluate, pilot, and operate practical uses of automation and AI that improve service quality, employee experience, technician productivity, and operational efficiency.

Incident and Problem Management

  • Lead operational coordination of major incidents and significant service disruptions, engaging the appropriate technical teams while maintaining ownership of service restoration and stakeholder coordination. Security incidents are led by Security Operations, with Service Delivery coordinating restoration and communications.
  • Develop timely firmwide service communications and concise status updates for IT leadership and business stakeholders.
  • Lead post-incident reviews and problem-management activities to identify root causes, recurring issues, and corrective actions.

Team Leadership and Development

  • Lead and manage IT Operations staff, including engineers and co-ops, setting clear performance expectations, and coach and develop them through regular feedback, performance management, training, mentoring, and professional development.
  • Strengthen team capabilities through cross-training, knowledge sharing, skills development, and succession planning.

COMPETENCIES:

  • IT Service Management and enterprise ITSM platforms, preferably Freshservice.
  • People leadership, coaching, and performance management.
  • Service analytics, SLAs, KPIs, XLAs, reporting, and continuous improvement.
  • Process improvement, workflow automation, self-service, knowledge management, and AI-enabled service capabilities.
  • Executive-level communication and customer service in a high-expectation environment.
  • Technical fluency sufficient to manage enterprise support operations and coordinate complex technical escalations.

REQUIREMENTS/QUALIFICATIONS:

  • Bachelor's degree in Information Technology, Computer Science, Business, Management, or a related field, or equivalent professional experience.
  • 7+ years of progressive experience in IT service delivery, IT Operations, IT Service Management, end-user support, or a related discipline, preferably within a high-touch professional services environment.
  • Demonstrated experience managing an IT support or service-delivery team across multiple locations.
  • Experience owning or administering an enterprise ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or similar.
  • Experience developing service levels, operational reporting, process improvements, workflow automation, and continuous improvement initiatives.
  • Strong leadership, analytical, organizational, communication, change-management, and customer-service skills.
  • Availability outside normal business hours for significant incidents or escalations may be required.

PREFERRED QUALIFICATIONS:

  • ITIL 4 certification or equivalent service management credential.
  • Hands-on Freshservice administration experience.
  • Experience in financial services, private equity, or another regulated, high-touch professional services environment.

LOCATION: Boston, MA – Hybrid 4 days in-office. These in-office requirements may be adjusted based on the needs of the business.

TRAVEL: Some domestic travel to the New York and San Francisco offices is required.

For Massachusetts: The base salary range for this position is $140,000 - $160,000. The base salary range represents the estimated low and high end for this position at the time of this posting. Consistent with applicable law, compensation may vary and will be determined based on but not limited to, the skills, qualifications, and experience of the applicant along with the requirements of the position, and Audax reserves the right to modify this pay range at any time. An employee may also be eligible for annual discretionary incentive compensation based on performance.

Audax offers a wide range of employee benefits, including health insurance, life insurance, disability insurance, paid time off (including sick leave, parental leave, volunteer leave, and vacation), charitable donation match, family support services (including Bright Horizons and Benefit Advocate Center), and a 401(k) in addition to other benefits.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Audax Management Co. is an equal opportunity employer.

Please note that Audax Group and its affiliated entities do not accept unsolicited resumes from a third-party recruiting agency not currently under a signed agreement. Any unsolicited resume that is sent to directly to Audax Group or one of its affiliated entities, or its employees, including those submitted to hiring managers by a third-party recruiting agency not currently under a signed agreement, will be considered property of Audax Group. If a third-party recruiting agency submits a resume without an agreement, Audax Group or its affiliated entities explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the third-party recruiting agency. Any third-party recruiting agency should contact either a member of the Talent Acquisition or Human Resource team at Audax Group, in conjunction with a valid, fully executed contract for service based upon a specific job opening.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Audax Group's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Audax Group's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Audax Group's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.