Job Description

Director of IT Service Delivery

Overview:

Responsible for leading the global IT Service Delivery and Help Desk operations, playing a critical role in shaping, and executing the broader IT strategy. Oversee the design, implementation, and ongoing management of end-user services to ensure that employees operate with optimal efficiency, reliability, and security. Directs the firm’s resources (people, processes, and tools) with expertise and agility, while also mentoring team members and promoting a culture that reflects the organization’s values and mission. Partners cross-functionally with other teams and departments on ad-hoc projects and initiatives as required.

Responsibilities:

Position:

• Leads and mentors a global team responsible for all enterprise end user services (device lifecycle management, asset management, procurement, license entitlement management, end point and applications management, peripheral services, identity on/offboarding, and end user support)
• Manage end-to-end delivery of IT Service Delivery projects, setting deadlines, prioritizing, assigning responsibilities, coordinating resources, monitoring progress, communicating, and providing regular status updates
• Manages the outsourced Help Desk service provider, ensuring operational effectiveness, ongoing process enhancements, quality standards, and adherence to service-level agreements
• Collaborate with technology teams and business partners to ensure employees are equipped with efficient, reliable, and secure technology, while maintaining cost efficiency and alignment with enterprise standards
• Establishes, plans, and administers the operating procedures and goals for the group
• Uses performance measurement techniques, including SLA/OLA data, service/support metrics, KPIs, etc., to continually drive service and quality improvements
• Responds to and oversees technical escalations in a professional and timely manner
• Fosters and maintains strong working relationships with team members and other departments involved in supporting and delivering capabilities to the firm
• Establishes and maintains strong relationships with third-party providers through robust vendor management strategies, ensuring timely service delivery, compliance with SLAs, cost-effectiveness, high-quality service, and innovation through effective collaboration and governance
• Reviews and approves technology expenditures, proposals, and purchase requests
• Collaborates with business and technology teams to develop and manage budgets and financials.
• Develops and maintains detailed written standards, policies, and procedures consistent with departmental and company guidelines
• Ensures all technology and departmental activities comply with company, security, regulatory and regional requirements

Financial:

• Responsible for planning and directing the group’s budget, goals, and objectives in collaboration with leadership
• Monitors labor and expenditures and tracks against budget for operations and projects
• Builds, updates, executes and oversees project schedule assuring deliverables are completed on time and aligned with the budgeted labor; recalibrates as necessary
• Responsible for delivering a project on defined budget requirements and maintaining accountability to project plan and planned utilization rate

Qualifications:

• Bachelor’s degree in Computer Science or related field, or equivalent work experience
• Certification in one or more of an accredited frameworks (ITIL, COBIT, CompTIA) or equivalent work experience
• Typically with 15+ years of experience in IT service delivery or an IT operations role with 5+ years developing and implementing successful IT strategies
• Typically with 3+ years of experience managing cross functional remote geographical teams
• Typically with 3+ years of experience managing outcomes associated with outsourced/vendor managed services, including contract and SLA management
• Deep technical proficiency with the following:
• Microsoft/Azure directory services administration
• Microsoft 365 administration
• Windows and MAC operating system administration
• High performance computing hardware solutioning
• Resolving endpoint hardware and software issues
• Technical proficiency with the following:
• Microsoft Intune/SCCM
• ServiceNow
• MS Office Suite (Word, Excel, PowerPoint, Outlook, Teams)
• Experience in logistics management including connecting people and resources to the right place at the right time
• Successful track record with managing a team and performing duties in a fast-paced environment
• Excellent customer service, interpersonal skills and the ability to interact with all levels of staff

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