IT Service Delivery Director

Job Description
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. This includes incident management, problem management, change management, and service level management.
• Client Relationship Management: Requires strong interpersonal and communication skills to build and maintain relationships with clients. Should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
• Leadership: Possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
• Project Management: Oversee multiple projects or initiatives. Need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• Problem-Solving: Must be able to analyze complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
• Financial Management: Knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
• Continuous Improvement: Possess a mindset of continuous improvement. Proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
• Technical Knowledge: Possess a good understanding of IT systems, infrastructure, security and emerging technologies to understand the service delivery landscape and effectively communicate with technical teams.

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 (SLA's) to meet business requirements.
• Establish reporting for service delivery key performance indicators and service level agreements for Incident Management, Change Management, and Request Management practices in partnership with other Practice Owners.
• Monitor service level performance for the organization and third-party service providers.
• Identify areas for improvement to enhance service quality and exceed customer satisfaction.
• Identify opportunities for service improvements and efficiency enhancements, utilizing data-driven insights and industry best practices.
• Drive continuous improvement initiatives to optimize service delivery processes, increase operational efficiency, and reduce costs.
• 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.
• Ensure compliance with practice guidelines.

End User Compute:

• Lead the organization in building a modern enterprise end-user computing environment, establishing hardware and software standards based on technology requirements, supportability, capabilities, and cost.
• Oversee asset management lifecycle phases for IT hardware, software, and other equipment.
• Manage incoming demand and coordinate resources as required.
• Establish and maintain VIP support services for executive level and critical support employees.

Service Desk:

• Ensure appropriate knowledge documentation is available to Service Desk staff to perform level one support services.
• Monitor ticket queues and ensure work is assigned appropriately for ticket resolution.
• Manage scheduling requirements for service desk resources, ensuring adequate coverage for business and non-business hours.
• Manage on-call schedule for technology services.

Stakeholder Collaboration:

• Collaborate with key stakeholders, including business leaders, IT teams, and vendors, to understand their requirements, address issues, and ensure effective communication and collaboration.
• Act as a primary point of contact for escalated service issues, resolving conflicts, and maintaining strong relationships with internal and external stakeholders.

Budget and Resource Management:

• Manage the IT service delivery budget, ensuring cost-effective utilization of resources and adherence to financial targets.
• Collaborate with procurement and vendor management teams to evaluate and select service providers, negotiate contracts, and monitor vendor performance.

Benefits of working for our client:
-Excellent Benefits and 401K match
-Annual bonus potential
-Collaborative, entrepreneurial environment
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