Senior Manager of Service Delivery

By trade we are a technology company, but if you ask anyone that works here, they’ll tell you we are a people company. AvidXchange is the industry leader in automating invoice and payment processes for mid-market businesses. Founded in the year 2000, AvidXchange processed 9.5 million payments last year across its network of more than 500,000 suppliers, transforming the way 5,500 customers in North America pay their bills. AvidXchange is distinguished as a global fintech unicorn and one of the fastest growing technology companies in the U.S. with 1,300 employees in seven office locations. Our employees live by our core values, including “Innovate to Change the Game,” “Passion about Customer Success,” “Win as a Team,” “Play to our Strengths,” and “Have a Blast.” We are on a mission to create something different at AvidXchange. Come join the team!

As a Senior Manager Service Delivery, you will be an integral member of the AvidXchange Technology Delivery and Operations team, providing leadership and guidance to the ITIL Process Analysts and Managers. The ideal candidate must have extensive experience in managing ITIL processes, leading large technology teams, driving transformational process changes and leading organizational change management.

Job Duties:
Drive and manage the service delivery framework, strategy and roadmap for the ITIL delivery set of processes, services and products.

Influences a collaborative and creative team environment that promotes learning and empowerment.

Recruit and retain talent by building a high performing team, implementing a team strategy and developing a plan for individual career pathing.

Initiates successful cross functional team partnerships that enable consistent defined processes and best practices.

Initiates alignment of technology, architecture and business strategies.

Synthesizes and improves costs, value and risks of technology to advice senior leaders.

Foster positive collaboration with Customer Solutions, Architecture, SW Engineering, business and Technology teams to ensure effective and efficient delivery of IT services and operational excellence.

Manage performance measurement framework and processes for Service Delivery team that extends to driving team scorecard creation, scorecard management and analytical assessments on performance goals.

Manage customer expectations, nurture positive customer relationships and manage team providing delivery of services; lead a team of ITIL Process Analysts and Managers to shape and drive the delivery of a portfolio of projects from end to end.

Lead team to identify and implement process and productivity improvements to increase quality and customer satisfaction.

Provide strategic oversight and leadership direction for ITSM activities utilizing the ITIL framework and Agile methodologies.

Influence organization to champion Service Delivery best practices and policies, ensuring teams follow the AvidXchange framework, identify improvements and encourage positive organizational change management.

Sought out for technology assistance and direction by Executives, peers and teams.

Experience:
BS/MS degree in Information Technology or related field

15+ years’ overall technology industry experience or departments supporting technology solutions

10+ years’ ITIL process design role

10+ years’ technology leadership experience

5+ years’ working in client services delivery

ITIL certification required

Agile experience is required

Global experience

Skills:
ITIL v3 Foundations certification required, ITIL v4 Foundations preferred

Knowledge of ITSM supporting tools as well as integration best practices

Critical thinking and problem-solving skills

Organizational and conflict management

Consulting in technology field, managing application teams or other technology teams

Drives research and data analysis to provide technology recommendations, showing business value; detail oriented

Additional ITIL certifications a plus

Competencies:
High emotional quotient and sought out advisor for technology decisions

Excellent written and oral communication skills influencing all levels inside and outside Avid

Servant leadership mindset dedicated to maintaining a culture of self-organization and self-accountability

Thorough understanding of the various technology frameworks values and principles

Collaborative, energetic and effective leadership style

Critical thinking and problem-solving skills

Attention to detail

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state and local laws. AvidXchange will not discriminate against

applicants for employment on any legally recognized basis. This includes, but is not limited to: veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age

and physical or mental disability.