Information Technology Service Delivery Manager

Overview

Sunday River Resort is seeking an IT Service Delivery Manager to lead on-site technology delivery across the resort. This is a hands-on, field-facing leadership role responsible for the resort's physical infrastructure, endpoint deployment, and in-person support for guests and team members. Sunday River operates within Boyne's shared IT services model: Boyne Corporate IT Operations owns the enterprise platforms. The IT Service Delivery Manager leads the on-site delivery of that model -- the physical infrastructure, the endpoints, and the face-to-face support.

Responsibilities

• Lead the local resort IT team assigning and prioritizing daily field work, coverage, and on-call rotations.
• Serve as the resort's primary face-to-face support presence: walk the property, resolve issues at the point of impact, and de-escalate through direct guest and team member interaction.
• Own local physical infrastructure delivery: cabling installation and repair (network, voice, fiber), network facility upkeep, and endpoint deployment (workstations, laptops, mobile devices, POS terminals, phones).
• Maintain and configure local property network topology - switches, access buildings, and endpoint connectivity - and support other locally-hosted property systems, documenting infrastructure using tools such as NetBox as the shared services model continues to mature.
• Execute Moves/Adds/Changes (MACs) and endpoint lifecycle tasks - provisioning, imaging, replacement, and retirement - according to corporate-defined standards.
• Act as the on-site escalation point and coordination hub between the resort and Boyne Corporate IT Operations for incidents, problems, and requests that exceed local scope (server/VMware administration, Cisco network design, Avaya PBX configuration, enterprise POS/LOB platform issues).
• Maintain a constructive, effective working relationship with Boyne Corporate Business Solutions, escalating and coordinating business application issues, updates, and rollouts at the resort.
• Manage local vendor and contractor relationships for field work - cabling contractors, local telecom, hardware break/fix - within corporate vendor agreements.
• Mentor and develop resort IT Team, building field service, customer-facing, and troubleshooting skills across the team.
• Manage the resort's local operating budget for field service delivery (endpoint hardware, cabling materials, local contractor costs) in coordination with corporate capital planning.
• Maintain accurate local documentation of physical infrastructure (cable runs, closet layouts, device inventory) and keep it aligned with the corporate CMDB/asset system.

Qualifications

• 5+ years of Information Technology experience, or an equivalent combination of education and training, ideally including hands-on field service, cabling, or endpoint deployment work.
• Working knowledge of Windows workstation setup, repair, and troubleshooting, and end-user Windows/Office 365 administration.

Compensation & Benefits

• Wage ranges $83k - $99k annually, depending on experience and qualifications, with room for professional growth and advancement.
• Team Members perks include:
• Free ski and golf access for self and dependents
• Discounted lessons and rentals
• Resort discounts for dining, lodging, retail, and spa
• Eligibility for affordable Team Member housing