Senior Service Delivery Manager, IT

The posting, as Audax Group wrote it

Founded in 1999, Audax Group is a leading alternative investment manager with offices in Boston, New York, San Francisco, London and Hong Kong. With approximately $42 billion of assets under management and more than 475 employees, Audax is a leading capital partner for middle market companies, operating through three business lines: Audax Private Equity, Audax Private Debt, and Audax Strategic Capital.

For more information, visit www.audaxgroup.com or follow Audax Group on LinkedIn .

POSITION SUMMARY

The Sr. Manager, Service Delivery is responsible for leading and continuously improving the firm's IT service delivery and end-user support function. This process-driven, customer-focused leader will oversee day-to-day support operations, establish consistent service-management practices, manage service levels and performance, and foster accountability and continuous improvement.

The role serves as the operational owner of Freshservice and uses service data, automation, knowledge, self-service, and AI-enabled capabilities to improve operational performance and the employee experience. The Sr. Manager, Service Delivery will partner closely with Cloud & Endpoint, Security Operations, and Asset & Vendor Management on complex escalations and shared processes while remaining primarily focused on service leadership, process discipline, and service transformation.

RESPONSIBILITIES

Service Delivery

• Lead end-user support operations across Audax offices, providing a consistent, high-quality service experience for executives, investment professionals, and firmwide staff.
• Oversee ticket queues, workloads, escalations, staffing, schedules, coverage, and service risks to ensure work is appropriately prioritized and completed.
• Identify capacity, coverage, or service-delivery gaps and implement or recommend corrective action.

IT Service Management / Freshservice

• Own Freshservice as the firm's service-management platform and system of record, including platform adoption, data quality, reporting, workflows, and automation. Govern platform configuration and administration, directing a designated administrator within the IT Operations team for hands-on changes.
• Establish and continuously improve standards for ticket lifecycle management, incidents, requests, problems, approvals, escalations, and service levels.
• Govern the service catalog, self-service experience, knowledge management, and repeatable workflows such as onboarding, offboarding, access, hardware, and software requests.
• Ensure Freshservice change, access, onboarding, and offboarding records are complete and audit-ready in partnership with Information Security Risk (SOC 1 IT controls).

Reporting, SLAs and Service Quality

• Establish and manage SLAs, OLAs, KPIs, experience measures, and service-performance standards aligned with business expectations.
• Develop dashboards and analyze service data to identify trends, recurring issues, resource constraints, employee friction

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osting. Consistent with applicable law, compensation may vary and will be determined based on but not limited to, the skills, qualifications, and experience of the applicant along with the requirements of the position, and Audax reserves the right to modify this pay range at any time. An employee may also be eligible for annual discretionary incentive compensation based on performance.

Audax offers a wide range of employee benefits, including health insurance, life insurance, disability insurance, paid time off (including sick leave, parental leave, volunteer leave, and vacation), charitable donation match, family support services (including Bright Horizons and Benefit Advocate Center), and a 401(k) in addition to other benefits.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Audax Management Co. is an equal opportunity employer.

Please note that Audax Group and its affiliated entities do not accept unsolicited resumes from a third-party recruiting agency not currently under a signed agreement. Any unsolicited resume that is sent to directly to Audax Group or one of its affiliated entities, or its employees, including those submitted to hiring managers by a third-party recruiting agency not currently under a signed agreement, will be considered property of Audax Group. If a third-party recruiting agency submits a resume without an agreement, Audax Group or its affiliated entities explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the third-party recruiting agency. Any third-party recruiting agency should contact either a member of the Talent Acquisition or Human Resource team at Audax Group, in conjunction with a valid, fully executed contract for service based upon a specific job opening.