Location: New York City, Manhattan (Hybrid; 3 days office based)
Type: Full Time
Contract type: Permanent

Salary: Up to $105,000

PureGym's Group IT Operations team provides overarching support for all IT systems and services across our global estate. The team supports our entire internal user base and all member-facing systems - 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 every day.

We are looking for a Service Delivery Manager to join our Team! The Service Delivery Manager plays 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 to our members and the business.

Requirements

As a Service Delivery Manager, you will:
• 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 to do their jobs effectively.
• Maintain accurate service documentation and contribute to our overall IT governance and compliance framework.

The Person
• 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 (senior and non-senior).
• 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).



Please note: Applications will be reviewed on a rolling basis, and the advert may be withdrawn at any time. Early application is encouraged.