Service Delivery Manager

About the role

Matter Health delivers primary and preventive healthcare directly to older adults living in public housing communities. Our mission is to improve healthcare access by meeting patients where they are and building trusted relationships within the communities we serve. We are rapidly expanding across Tennessee and are seeking mission-driven professionals who thrive in fast-paced, people-centered environments.

What You'll Do

• Lead day-to-day IT service delivery operations across the organization.
• Serve as the primary liaison between Matter Health and our Managed Service Provider (MSP).
• Monitor service performance, review service levels, and drive continuous improvement.
• Oversee Microsoft 365 administration, user lifecycle management, and endpoint management.
• Own the incident management process from identification through resolution and post-incident review.
• Couple responses to high-priority technical issues while communicating effectively with stakeholders.
• Partner with vendors and internal teams to resolve technology challenges.
• Ensure high-quality deskside support for employees and executive leadership.
• Deliver and oversee white-glove technology support for executive leadership.
• Identify opportunities to improve IT processes, documentation, and operational efficiency.
• Help build scalable technology operations that support Matter Health's continued growth.

Qualifications

• 3+ years of experience in IT support, service delivery, or IT operations.
• Experience managing or partnering with a Managed Service Provider (MSP) or third-party IT vendor.
• Experience administering Microsoft 365 technologies, including Exchange Online, Teams, SharePoint, Intune, and Entra ID (Azure Active Directory).
• Strong understanding of incident management and IT service delivery best practices.
• Exceptional customer service and relationship-building skills.
• Experience supporting executive stakeholders with professionalism and discretion.
• Ability to prioritize multiple initiatives in a fast-paced environment.
• Familiarity with HIPAA compliance and supporting protected health information (PHI).

Preferred

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience with ITSM platforms such as ServiceNow or similar tools.
• Experience supporting healthcare organizations or other regulated industries.
• Experience supporting multi-site environments.
• Exposure to electronic health record (EHR) systems.

Why Matter Health

• We believe that where you live should never determine the quality of care you receive.
• We foster an environment where every team member feels valued, respected, and supported.
• We offer competitive compensation, a robust benefits package, and opportunities for professional and personal growth.
• We are committed to supporting our team both professionally and personally.

Equal Opportunity Employer

Matter Health is committed to building a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences and foster an environment where every team member feels valued, respected, and supported.