Cadwell · 9 hours ago
Software & IT Service Delivery Manager
United States
Full-time
Remote
Mid, Senior Level
$113K/yr - $134K/yr
5+ years expCadwell is a company focused on providing software service solutions, and they are seeking a Software & IT Service Delivery Manager to lead their service delivery team. This role is responsible for managing the execution of software service contracts, ensuring customer satisfaction, and driving improvements in service delivery operations.
ManufacturingMedical Device
Responsibilities
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
Act as a primary escalation point for complex issues, ensuring rapid resolution and system recovery
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
Partner with Product Specialists to translate root-cause data into improved deployment protocols for service and implementation teams
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)
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
Drive service contract renewals by demonstrating the tangible value and uptime provided by the Service Delivery team
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 activities as directed, assigned, or requested
Qualification
Required
Strong leadership and people management skills with experience leading cross-functional service teams (hardware repair and IT/software support), both onsite and remote
5+ years of experience in IT/Software Service, with at least 2 years managing teams that include both technical and customer-facing roles
Bachelor's degree in Computer Engineering, Electrical Engineering, Computer Science, or related technical field (equivalent experience considered)
Hands-on experience with Windows Server administration, SQL, App Virtualization, and Network architecture (LAN/WAN)
Proven ability to lead technical projects from discovery through 'Go-Live,' utilizing CRM and project management tools
Ability to travel domestically and internationally as needed
Preferred
Professional certifications (e.g., Microsoft, Cisco, CompTIA, ITIL) are a plus
Company
Cadwell
Since 1979, Cadwell has been true to its mission: Helping you help others.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Patrick Jensen
CEO
Recent News
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