Service Manager, IT Service (IT)

2000 16th Street, Denver, Colorado, 80202, United States of America

IT Service Manager

General Purpose of the Job

We are looking for a detail-oriented service manager to help conduct our managed services, customer service interactions, reports, and resources.

As a part of the Application Services team the Service Manager will provide oversight of the managed services, build and improve customer relationships, design and provide reporting, manage application licensing and assets for the Application Support department and teams.

The service manager's responsibilities include : ensuring the highest level of customer service, developing lasting customer relationships, and overseeing our partners providing managed services.

Managed services will include outsourced teams providing Service Reliability, Service Management, and other key IT Operations support responsibilities.

The service manager will maintain a strong working knowledge of all industry standards and practices as well as the company's products and services.

The service manager is accountable to design, manage, and provide regular reporting on team activities. These reports will cover SOW adherence, team, service level, and other related performance metrics.

These reports will be used to convey team health and information to assist in resource management decisions. They will partner with teams who provide development and deployment of these reporting resources.

A successful service manager will display a strong customer service oriented attitude as well as capable leadership skills and have the ability to develop and maintain strong, positive relationships with customers, managed services providers, and third-party vendors.

Essential Duties and Responsibilities

Delegate and direct service tasks, monitor the progress of current projects, and managed services team members to ensure the team's objectives and customer service goals are met

Track, analyze, and produce reports to include auditing work and SOW adherence to ensure the company's high standards, efficiency, and productivity goals are met within the team

Resolve issues or problems and improve service methods to increase productivity and service excellence

Build and maintain customer relationships

Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure SLA adherence

Monitor department issues and client considerations and create methods to lessen recurring issues

Implement training plans, training trainers and teammates in company procedures

Evaluate, test, document, and implement new processes and best practices

Maintain strong relationships with partner teams and teammates toward solutions

Maintain a solid working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remain current on the industry's standards and new innovations, materials, tools, and processes

Work on special projects and initiatives

Education and Experience

• 2-4 years' experience in IT Service Management
• Associate's Degree or Apprenticeship

What We’ll Provide :

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment.

Below are some of our benefit offerings.

• Comprehensive benefits : Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family : Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity / paternity leave and more
• Professional development programs : DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

LI-SM5

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong.

Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are.

We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

Applications are accepted on an ongoing basis.

Salary / Wage Range

$55,000.00 - $100,000.00 / year

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown.

DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at

Colorado Residents : Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation.

You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.