Senior Service Delivery Manager

ABOUT THE ROLE

The successful candidate will have excellent skills in IT Service Management, monitoring operations and production support, and extensive experience with Service Delivery Management for enterprise applications such as SAP & NetSuite, and foundational IT services (such as hosting, storage, networking, user access control, VDI and monitoring) all with an emphasis on IT Operations. Leadership experience in diverse organizations with global span will be useful, as well as experience in running third-party managed service providers, both onshore and offshore.

YOUR DAILY IMPACT AT PELOTON

• Act as business partner and liaison for Peloton’s business units and field operations
• Handle new service requests and ensure end to end delivery
• Handle concerns around service delivery
• Establish metrics, KPIs and targets to measure, monitor and report on performance and availability across all business applications
• Establish metrics, KPIs and targets to measure, monitor and report on service performance and SLA adherence of the monitoring operations group
• Establish tools, data and governance for reporting timely performance metrics to serve as the single source of truth
• Define dashboards and reports to communicate and drive discussions at all levels of the organization
• Evaluate performance data, recommend corrective actions and supervise improvement over time
• Recommend corrective actions based on data and analysis, assign owners and ensure completion of actions
• Identify and implement process improvements for production operations and related operational reporting
• Partner with engineering and technical support groups to continuously evaluate the efficiency of monitoring, alerts, thresholds, critical issues, suggesting and implementing technical improvements
• Establish, build and publish operational score cards for applications
• Maintain processes, tools and associated documentation in collaboration with engineering and technical support groups
• Planning operational road-maps to increase coverage, effectiveness and cost efficiency over time
• Collect, aggregate and analyze machine data to gain further operational insight to improve overall systems performance
• Prepare and publish stakeholder centric operational health reports using context appropriate metrics and KPIs
• Ensure periodic audits of all user access rights within monitoring operations are reviewed, approved and updated for all tools and systems in common usage

YOU BRING TO PELOTON

• Bachelor’s degree in computer science, engineering, or related discipline
• 10+ years of IT experience with 3+ years of hands-on experience in one or more technical fields
• 5+ years of specific experience as a Senior Service Delivery Manager is required
• 5+ years of ITSM experience
• 3+ years leading a high-performance engineering and IT operations team
• Experience developing and delivering new IT services
• Maintain industry knowledge on trends and services

Base Salary: $138,800.00  to $180,400.00

The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.

As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:

• Medical, dental and vision insurance 
• Generous paid time off policy
• Short-term and long-term disability
• Access to mental health services
• 401k, tuition reimbursement and student loan paydown plans
• Employee Stock Purchase Plan
• Fertility and adoption support and up to 18 weeks of paid parental leave 
• Child care and family care discounts
• Free access to Peloton Digital App and apparel and product discounts
• Commuter benefits and Citi Bike Discount
• Pet insurance and so much more!

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