IT Service Delivery Director

Title: IT Service Delivery Director
Direct Hire Opportunity
Sorry, no sponsorship
Hybrid: 2 days onsite (Tues/Wed), 3 remote

Our client is seeking an experienced and dedicated IT Service Delivery Director to oversee the delivery of IT services and lead our front-line support functions. The IT Service Delivery Director is responsible for the Incident Management practice, monitoring service delivery key performance indicators and service level agreements and will lead the IT Service Desk and IT End User Compute teams for the organization. As the IT Service Delivery Director, you will ensure standard, consistent operational practices are implemented, maintained, and followed as well as ensure the highest level of customer satisfaction.

Required Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are a plus.
• Proven experience in IT service delivery management, with a strong understanding of ITIL framework and best practices.
• Solid leadership and people management skills, with the ability to lead and inspire a team.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
• Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.
• Demonstrated ability to manage multiple priorities, projects, and initiatives in a fast-paced environment.
• Knowledge of IT infrastructure, systems, and technologies, including networks, servers, databases, and applications.
• Experience and knowledge of ServiceNow ITSM system.
• Experience in managing vendor relationships and driving service improvements.
• Strong customer service orientation and a commitment to delivering exceptional service.

Key Skills:

• Service Management: A deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services.
• Client Relationship Management: Requires strong interpersonal and communication skills to build and maintain relationships with clients.
• Leadership: Possess leadership qualities to guide and motivate their team members.
• Project Management: Oversee multiple projects or initiatives.
• Problem-Solving: Must be able to analyze complex situations and propose effective solutions.
• Financial Management: Knowledge of budgeting, cost management, and financial planning.
• Continuous Improvement: Possess a mindset of continuous improvement.
• Technical Knowledge: Possess a good understanding of IT systems, infrastructure, security, and emerging technologies.

Duties/Responsibilities:

Team Leadership and Management:

• Lead and manage a team of IT professionals, including End User Computing, Service Desk analysts, third-party service providers, and support staff.
• Set clear goals and objectives for the team, provide coaching and guidance, and conduct regular performance reviews.
• Foster a positive and collaborative work environment, promoting teamwork, knowledge sharing, and professional development.

Service Delivery Management:

• Plan, organize, and manage the delivery of IT services through establishing key performance indicators and service level agreements (SLAs).
• Monitor service level performance for the organization and third-party service providers.
• Identify areas for improvement to enhance service quality and exceed customer satisfaction.
• Drive continuous improvement initiatives to optimize service delivery processes.
• Conduct service reviews and prepare reports to communicate service performance, trends, and recommendations to management and stakeholders.
• Ensure adherence to ITIL best practices in service delivery processes.

Incident Practice Management:

• Establish policy, process, and procedures for managing IT operational incidents.
• Ensure IT staff is communicated to and trained on practice.

End User Compute:

• Lead the organization in building a modern enterprise end-user computing environment.
• Oversee asset management lifecycle phases for IT hardware, software, and other equipment.

Service Desk:

• Ensure appropriate knowledge documentation is available to Service Desk staff.
• Monitor ticket queues and ensure work is assigned appropriately for ticket resolution.

Stakeholder Collaboration:

• Collaborate with key stakeholders, including business leaders, IT teams, and vendors.
• Act as a primary point of contact for escalated service issues.

Budget and Resource Management:

• Manage the IT service delivery budget, ensuring cost-effective utilization of resources.
• Collaborate with procurement and vendor management teams to evaluate and select service providers.

Benefits of working for our client:

• Excellent Benefits and 401K match
• Annual bonus potential
• Collaborative, entrepreneurial environment