AVP, IT Service Delivery

Fortitude Re•Nashville, TN

2d•Hybrid

About The Position

The Assistant Vice President, IT Service Delivery is responsible for ensuring the efficient, reliable, and customer-focused delivery of IT services across the organization. This role sits at the intersection of IT operations, customer experience, and business strategy, serving as the primary liaison between IT Teams. The AVP will oversee service performance, drive process improvements, and ensure alignment of IT services with organizational goals. This position requires strong leadership, a deep understanding of IT Service Management (ITSM) frameworks (such as ITIL), and the ability to influence both internal teams and external service providers. This role will be based in our Nashville, TN office on a hybrid basis.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
7+ years of progressive experience in IT service management, operations, or delivery.
Strong knowledge of ITIL/ITSM frameworks (ITIL certification preferred).
Proven experience managing SLAs, vendor relationships, and IT support teams.
Excellent communication, negotiation, and stakeholder management skills.
Ability to balance strategic vision with hands-on operational oversight.
Ability to influence key stakeholders and collaborate effectively.

Responsibilities

Service Performance & SLAs Monitor, manage, and report on IT service performance against defined Service Level Agreements (SLAs).
Ensure incidents, service requests, and escalations are resolved within agreed timelines.
Drive operational excellence through proactive performance monitoring and analytics.
Stakeholder Management Act as the primary liaison between IT teams and leadership, ensuring clear communication and alignment of priorities.
Translate business needs into IT service delivery objectives.
Partner with leadership to ensure IT services support strategic goals.
Process & Quality Management Implement, maintain, and optimize ITSM processes (based on ITIL best practices).
Lead continual service improvement (CSI) initiatives to enhance efficiency and service quality.
Ensure compliance with IT policies, standards, and regulatory requirements.
Team & Vendor Coordination Manage third-party vendors and service providers to ensure contractual obligations are met.
Coordinate cross-functional teams to deliver seamless IT support.
Customer Satisfaction & Reporting Regularly measure and improve user satisfaction with IT services.
Provide executive-level reporting on service performance, trends, risks, and improvement opportunities.
Foster a customer-first mindset within IT service delivery teams.