Position Summary:
The Software & IT Service Delivery Manager is a technical and operational leader responsible for the end-to-end execution of Cadwell’s software service contracts. This role manages a unified team of IT Service Technicians and Service Account Managers who together ensure the health, uptime, and evolution of our customers' clinical software environments.
You will oversee the technical delivery of server migrations, software upgrades, and system health optimizations while ensuring the Account Management function proactively fulfills contract deliverables and lifecycle planning. This role is the ultimate owner of the ‘Software Service Experience’, bridging the gap between high-level technical execution and long-term customer success.
Key Responsibilities:
Software Service Delivery
- Direct Team Management: Lead, mentor, and develop a team of IT service professionals focused on maintaining Cadwell software in complex hospital IT ecosystems, including Windows Server, SQL databases, application virtualization, and networking.
- Escalation: Act as a primary escalation point for complex issues, ensuring rapid resolution and system recovery.
- Project Oversight: Act as the technical oversight for service delivery projects (upgrades and migrations), managing timelines and resources to ensure they are completed on time and with technical precision.
- Workflow Optimization: Partner with Product Specialists to translate root-cause data into improved deployment protocols for service and implementation teams.
Service Account Management
- Contractual Excellence: Manage the Account Managers as a service delivery arm; ensure they are proactively delivering on Service Contract line items (e.g., proactive system audits, software roadmap reviews, and site visits).
- Customer Advocacy: Ensure Account Managers are deeply embedded in the technical status of their accounts, acting as the "voice of the customer" to the Support and Product Specialists.
- Retention through Service: Drive service contract renewals by demonstrating the tangible value and uptime provided by the Service Delivery team.
Continuous Improvement & Collaboration
- Drive improvements in customer satisfaction, first-time fix rates, and team efficiency.
- Provide product performance feedback to help inform future design improvements.
- Represent IT Service Delivery at leadership meetings, collaborating to align goals and optimize service delivery operations.
- Manage the team’s annual expense budget to support the company's financial objectives.
Other Duties
- Other activities as directed, assigned, or requested.
Job Knowledge / Requirements
- Strong leadership and people management skills with experience leading cross-functional service teams (hardware repair and IT/software support), both onsite and remote.
- Leadership: 5+ years of experience in IT/Software Service, with at least 2 years managing teams that include both technical and customer-facing roles.
- Education: Bachelor’s degree in Computer Engineering, Electrical Engineering, Computer Science, or related technical field (equivalent experience considered). Professional certifications (e.g., Microsoft, Cisco, CompTIA, ITIL) are a plus.
- IT Infrastructure: Hands-on experience with Windows Server administration, SQL, App Virtualization, and Network architecture (LAN/WAN).
- Project Management: Proven ability to lead technical projects from discovery through "Go-Live," utilizing CRM and project management tools.
- Travel: Ability to travel domestically and internationally as needed.
Cadwell Industries, Inc. is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at [email protected].
