# Senior Service Delivery Manager, IT at Audax Group

> United States · Manager · Software engineering · open. Source: https://alderhq.app/jobs/greenhouse%3Aaudaxgroup%3A4742061005 (read 2026-11-07).

## Facts (observed)

- Company: [Audax Group](https://alderhq.app/companies/audax-group)
- Location text: Boston, MA; Boston
- Where it can be done from (inferred): United States (evidence: "Location: Boston, MA; Boston")
- Posted: 2026-10-09 (28 days ago)
- First seen by alder: 2026-11-02 · last verified: 2026-11-03
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://job-boards.greenhouse.io/audaxgroup/jobs/4742061005

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (Boston, n 13): p25 $112k, median $172k, p75 $210k

## Description (the employer's text)

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, and opportunities for improvement.
- Lead recurring service reviews that translate operational data into corrective actions and measurable improvement initiatives.
### Process Improvement, Automation and AI

- Standardize and continuously improve IT Operations processes, workflows, documentation, self-service, and knowledge practices.
- Maintain a prioritized service-improvement and automation roadmap based on service volume, employee experience, cycle time, operational risk, and business value.
- Evaluate, pilot, and operate practical uses of automation and AI that improve service quality, employee experience, technician productivity, and operational efficiency.
### Incident and Problem Management

- Lead operational coordination of major incidents and significant service disruptions, engaging the appropriate technical teams while maintaining ownership of service restoration and stakeholder coordination. Security incidents are led by Security Operations, with Service Delivery coordinating restoration and communications.
- Develop timely firmwide service communications and concise status updates for IT leadership and business stakeholders.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Aaudaxgroup%3A4742061005 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.