Service Delivery Manager

PureGym Group is a leading gym operator headquartered in the UK, with 700 locations and over 2 million members worldwide. We are expanding into the United States and are committed to providing high-quality, affordable gyms for everyone in a friendly, warm, and inclusive environment.

About the role

The Group IT Operations team provides overarching support for all IT systems and services across our global estate, including our website, mobile app, gym technology, and back-office platforms. These services are critical to delivering a safe, consistent, and high-quality fitness experience to our members.

As a Service Delivery Manager, you will play a vital role in creating, managing, and maintaining long-term, healthy relationships between PureGym and its technology service providers. Reporting to the IT Services Director, you will manage senior internal stakeholders and critical external suppliers to ensure our Digital Services—including our website, member app, and gym access systems—are performant, stable, and delivering optimum value.

Location: New York City, Manhattan (Hybrid; 3 days office-based)
Type: Full Time, Permanent
Salary: Up to $105,000

Responsibilities

• Lead stakeholder management, supplier management, performance management, incident management and escalation, change management coordination, service design, service transition, and continuous service improvement across the US IT services portfolio.
• Partner with internal technology teams and third-party suppliers to ensure all services meet business requirements, SLAs, and quality standards.
• Ensure technology services are designed, planned, implemented, and continuously improved in line with both current and future business needs.
• Coordinate across all technology functions to drive consistent deployment of processes, tools, and technology essential to effective service delivery.
• Own key supplier relationships—including metrics, performance reporting, and escalation management—providing regular updates to senior stakeholders.
• Identify and manage continuous service improvement opportunities with internal teams and key suppliers.
• Identify opportunities for service consolidation, retirement, or contract renegotiation to deliver cost savings or increased value to the business.
• Oversee the delivery of technical services and end-user support to head office employees, ensuring colleagues have reliable access to the tools and systems they need.
• Maintain accurate service documentation and contribute to our overall IT governance and compliance framework.

Requirements

• Proven experience in third-party supplier management, stakeholder management, and IT service management (ITIL qualification desirable).
• Confidence working with and influencing multiple teams to drive positive outcomes.
• Excellent written and verbal communication skills, with the ability to translate technical language into clear business language for various audience levels.
• A track record of building and maintaining effective relationships with internal teams, external vendors, and business partners.
• A continuous service improvement mindset—always looking for ways to drive efficiency, reduce costs, and improve the member and colleague experience.
• Demonstrated delivery in a fast-paced, customer-centric environment with the resilience to manage competing priorities.
• Experience working in Agile environments with an appreciation for modern Digital ways of working.
• Familiarity with the following technology environments is advantageous: Microsoft Technologies (M365, Azure), Networking Technologies (SD-WAN, Cisco Meraki, Wi-Fi), ITSM tooling (e.g., ServiceNow).

Benefits

• Medical, Dental, and Vision insurance
• Short-Term Disability
• Life Insurance
• EAP (Employee Assistance Program)
• Legal and Identity Theft Protection
• 401K Retirement Plan