IT Service Delivery Manager of Vendor Services; MSP

IT Service Delivery Manager of Vendor Services (MSP)

19901 Nordhoff St, Northridge, CA 91324, USA

Our Work Matters

At Kindeva we make products that save lives, ensuring better health and well‑being for patients around the world.

The Impact You Will Make

As an IT Service Delivery Manager of Vendor Services (MSP) you will lead the MSP integration for the Service Delivery team, overseeing the transition of services to a third‑party MSP and ensuring a seamless transition. You will provide strategic vision and leadership for maintaining analysis of service delivery metrics and KPIs to ensure performance against Service Level Agreements.

• Build partnerships across the company and liaise with team leads to determine services, delivery criteria and solutions for issues that may arise.
• Oversee MSP project planning, milestones, and cross‑functional team coordination to ensure seamless system connectivity.
• Contribute to broader IT Service Delivery through operational activities and process improvement projects.
• Maximize the efficiency and productivity of the service delivery function through process analysis and interdepartmental collaboration.
• Facilitate and manage the relationship between Kindeva and the MSP.
• Act as the primary point of contact to resolve disputes, fostering collaboration and improving service delivery with the MSP.
• Drive initiatives to improve service quality, efficiency, and customer satisfaction.
• Own the onboarding of third‑party vendor ITSM agents and services, verify they are trained and ready for operations at Kindeva.
• Manage relationships with external vendors and suppliers to ensure they meet contractual obligations and performance targets.
• Collaborate with IT system owners and business system owners to ensure all systems adhere to IT Service Management best practices and all relevant policies and procedures.
• Collaborate with Service Delivery team members on a rotating schedule to facilitate ITSM meetings—Change Management, Problem Root Cause Analysis, and Incidents/Request Closure.
• Focus on delivery and quality of technical services.
• Possess technical acumen to handle technical documentation, escalations, or minor technical work.
• Proactively communicate with the MSP to ensure metrics, SLAs, knowledge‑base articles are monitored, updated, and responded to in a timely manner.
• Participate as crisis manager during on‑call hours.
• Define service levels, ensure SLA compliance, and act as liaison between Kindeva and the MSP.
• Regularly measure the MSP performance against SLAs and KPIs, conducting reviews (weekly, bi‑monthly, monthly, quarterly) to address any service deficiencies.

• 10+ years of client‑facing IT experience.
• 5+ years of experience in onboarding and managing an IT Managed Service Partner.
• Excellent interpersonal, supervisory, and coaching skills.
• ITIL certification or direct experience working within an IT Service Management framework required.
• Ability to stay calm under pressure, listen to client concerns, and identify solutions to deliver the best outcomes.
• Strong understanding of Service Delivery processes and procedures.
• Strong understanding of vendor management processes and procedures.
• Ability to set strategies, synthesize information and effectively present to senior business and IT leadership.

The expected compensation range for this position represents a good faith estimate. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (Medical, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences, 401k Benefits, etc.).

Equal Opportunity

Employer:

Kindeva Drug Delivery is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

11200 Hudson Rd, Woodbury, MN 55129, USA