Director, IT Service Delivery

Brookfield Properties - Director, IT Service Delivery

Location: Chicago, Illinois

At Brookfield Properties, our global network and relationships are here for our tenants and partners — wherever they are in the world. Where going to work never feels routine. We integrate commercial real estate with world-class shops, restaurants, and entertainment, creating spaces where work and play don’t just coexist, but thrive. If you’re ready to be a part of our team, we encourage you to apply.

Job Description

We are seeking a Director of IT Service Delivery to join the Brookfield Properties U.S. Office Division in Chicago, IL or Cleveland, OH. In this role, you will inspire change and continual improvement. If you are committed to excellence and ready to contribute to a dynamic culture, we would love to meet you.

Role & Responsibilities:

1. Drive continuous improvement initiatives aimed at enhancing the quality and efficiency of IT service delivery, ensuring alignment with business goals.
2. Develop and maintain IT service delivery strategies, ensuring alignment with business objectives and IT policies.
3. Implement and maintain IT service management (ITSM) processes, including incident, problem, change, and service level management.
4. Foster a customer-centric culture within the IT department.
5. Monitor and report on service delivery performance metrics, identifying areas for improvement.
6. Develop and maintain a performance measurements framework and facilitate a feedback system to team members on issues such as customer service, communication, and service improvement.
7. Develop and implement change management strategies and plans to foster a culture of continuous improvement and change readiness.
8. Identify potential change risks and anticipated points of resistance and develop specific plans to mitigate or address concerns.
9. Conduct change readiness assessments, evaluate results, and present findings in a logical and easy-to-understand manner.
10. Partner with the ServiceNow team to harness the platform’s capabilities, streamlining service delivery processes for both the business and IT departments.
11. Implement advanced automation and AI solutions within ServiceNow to enhance efficiency, reduce manual efforts, and improve the overall quality of IT services.
12. Drive the adoption of innovative ServiceNow features and functionalities, fostering a culture of continuous improvement and technological advancement within the organization.

Your Qualifications:

1. 5+ years of technology experience working in IT Infrastructure Operations and Service Delivery teams.
2. Experience with ITSM frameworks and tools, such as ITIL and ServiceNow.
3. Knowledge of current and emerging IT service delivery trends and technologies.
4. Demonstrates effective third-party management skills, collaborating smoothly with MSPs and navigating vendor management.
5. Applies nimble learning to drive positive changes, empower teams, and foster practical solutions within infrastructure services.
6. Possess strong communication skills, adept at crafting strategic documents, presenting ideas to various audiences, and actively listening to user needs.

At Brookfield Properties, your career progression is important to us. As a successful employee, you will have the opportunity to grow within your team, department, and across the Brookfield organization. Our leadership teams are dedicated to the accomplishments of their employees. We also invest time into training and developing our people.

Why Brookfield Properties?

We imagine, create, and operate on a foundation of values to build a better world, together. Brookfield Properties strives to create spaces where going to work never feels routine. As a Brookfield Properties employee, you will enjoy many benefits such as 401K matching, tuition reimbursement, summer Fridays, paid maternity leave and more. There is also a generous employee referral program because we want our existing team members to help us build a more diverse workplace through their networks.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position; however, only candidates selected for pre-screening will be contacted.