Service Delivery Manager

SUMMARY

Welltower is where innovation meets a legacy of leadership in healthcare real estate. As the world’s largest owner of healthcare properties, we are driving the future of healthcare infrastructure—and we’re looking for experienced IT Professionals to help us shape the next chapter of our exciting growth story!

The Service Delivery Manager will oversee the delivery of IT services to ensure they meet business needs and align with Welltower’s strategic objectives. This role is responsible for managing relationships with internal stakeholders and external vendors, driving service improvement initiatives, and ensuring a high standard of operational performance across all IT services.

KEY RESPONSIBILITIES

• Oversee the delivery of IT services, ensuring alignment with service level agreements (SLAs) and key performance indicators (KPIs).
• Act as the primary point of contact for service-related escalations and issue resolution.
• Develop and manage service improvement plans to address performance gaps.
• Work closely with business units to understand their IT needs and ensure services are aligned with business goals.
• Communicate service performance, incidents, and improvements to stakeholders in a clear and timely manner.
• Manage relationships with third-party service providers to ensure effective delivery of outsourced services.
• Negotiate contracts, review vendor performance, and ensure adherence to SLAs.
• Drive continuous improvement by identifying inefficiencies in service delivery processes and implementing best practices.
• Align ITIL processes (e.g., incident, problem, and change management) with operational objectives.
• Monitor service operations, ensuring minimal downtime and prompt incident resolution.
• Manage the service catalog and ensure services are accurately documented and accessible.
• Track and report on service delivery metrics, identifying trends and areas for improvement.
• Prepare and present detailed performance reports to senior leadership. 

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

TRAVEL

Some out-of-area and overnight travel will be expected.

MINIMUM REQUIREMENTS

Education & Experience:

• Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent experience).
• 5+ years of experience in IT service management, operations, or a similar role.
• Strong understanding of ITIL framework and best practices; ITIL certification preferred.
• Familiarity with service management tools.
• Knowledge of cloud services, Microsoft 365, and modern IT environments.
• Exceptional organizational and problem-solving skills.
• Strong interpersonal and communication abilities, with the capacity to work effectively across all levels of the organization.
• Proven leadership skills and a customer-centric mindset.

Preferred Qualifications

• Significant experience in a managed services environment.
• Experience managing services in a hybrid IT environment (cloud and on-premises).
• PMP or similar project management certification.
• Proven track record of driving service improvement initiatives.

Applicants must be able to pass a pre-employment background and drug screen.

WHAT WE OFFER

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
• Tuition Assistance Program
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Comprehensive and progressive Medical/Dental/Vision options
• And much more! https://welltower.com/newsroom/careers/

ABOUT WELLTOWER

Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our