Manager, IT Service Delivery & Operations

Be the one who makes a difference!

At Vertex Education we are a team of high achievers, courageous leaders, and passionate believers in changing lives through education. As a purpose-led education services provider, our mission is destined to benefit many and yet it starts with just one person inspired to work together with us to make a memorable and meaningful difference for our clients, schools, students, and communities. Be the one who makes a difference-with us.

Position Description:

The Manager, IT Service Delivery & Operations plays a key leadership role in ensuring that Vertex Education's technology environment enables exceptional learning experiences for 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 priorities, ensuring operational excellence to support teaching and 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 achieve organization metrics for on-time response and continuous MTTR reduction.

• Manage operational performance and quality audits with data to identify trends, risks, and opportunities for improvement.

• Coordinate with field techs and leads to ensure campus-level execution aligns with enterprise standards and expectations.

2. Problem Management & Root Cause Analysis:

• Implement a formal Problem Management framework to identify, analyze, and resolve recurring incidents.

• Lead continuous improvement utilizing data driven insights to drive root 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 to optimize IT service dashboards and reports in platforms like Zendesk, Tableau, or Power BI.

• Provide monthly and quarterly service health reports, SLA performance, risks, quality, and 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, and timely communication.

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

5. Team Leadership, Vendor, and Continuity Management:

• Hire and develop a team of IT service professionals, fostering a culture of accountability and customer focus.

• Oversee vendor relationships, contract compliance, and performance to optimize cost 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 & Continuous Improvement:

• Curate and maintain a centralized, living knowledge base for IT service delivery and support functions.

• Standardize procedures and documentation to ensure accurate, 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:

• Bachelor's degree in Computer Science, Information Technology, or a related field - or equivalent professional experience.

Experience:

• 5-7+ 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., Zendesk, Freshservice, 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 up to 25 lbs).

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.

Be excited to be a part of our team and grow your career with us!

Be the one who enables us to positively impact over 258,000 students across multiple states while driving our growth forward so we can enrich even more lives. Be the one who helps us achieve excellence for over 226 schools that we support with academics, finance, technology, human resources, communications, marketing, facilities, construction, and food services. Be the one who is a diverse thinker, a team player, a smart risk taker, an innovator, and a difference maker by encouraging others to climb higher and reach farther to further education.

• Be yourself surrounded by wonderful people who care about you, value your unique skills, and lift you up.

• Be supported in your work by caring leaders and team members who want you to succeed.

• Be empowered to make a difference and climb higher and reach farther to change lives through education.

• Be well in all aspects of your life from your physical, mental, and emotional wellbeing to your finances.

• Enjoy industry-leading pay, rewards, referral bonuses, with unlimited flexible paid time-off for performance.

• Be able to care for your health and your family with comprehensive medical, dental and vision benefits and invest in your future with 401(k) plans with a 6% employer match on your contributions.

• Enhance your growth and development with mentoring and money to take training classes.

• Thrive in a welcoming, supportive, and inclusive environment where we treat others with fairness and respect, celebrate diversity, and elevate equality and inclusion as an equal opportunity employer.

Be the one who makes a difference!

With an innovative mind, a hungry heart, and engaging spirit you can change lives through education. Be a part of Vertex Education and let's make a difference together. Apply Today!