Delivery Associate Director
About The Position
The IT Service Delivery Director is a senior executive responsible for the end-to-end management of IT services, bridging technical operations with business strategy. They oversee the IT Service Desk, Deskside and Field Support Services, Business Relationship Management, Change/Configuration Management, Major Incident Management, Asset Management, and the Capital Equipment Replacement Program (CERP) – sometimes referred to as Capital Equipment Refresh. The IT Service Delivery Director is responsible for ensuring delivery of a seamless user experience and adherence to defined Service Level Agreements (SLAs) while delivering measurable improvements as measured through Key Performance Indicators (KPIs). The Service Delivery Director contributes to client satisfaction through effective Business Relationship Management and oversees coordination of the Mission and Site Support Services to deliver the highest level of operational services, service management, change control, and continuous service improvement. The Service Delivery Director provides periodic metrics and status reporting to client leadership team with recommendations on how to improve services, customer experience, and cost optimization. They will deliver management and control across Service Delivery functions, including scheduling and management of projects, initiatives, and other efforts aligned with delivering client objectives and goals.
Requirements
- Bachelor’s degree in IT, Computer Science, Information Systems, Management, or a related field
- Minimum 10 years of experience in IT operations
- Minimum 5 years of experience in a senior IT management or director role
- Minimum 1 year of experience managing enterprise ITSM platforms (such as ServiceNow), cloud productivity tools, and hardware/software lifecycle management
- ITIL Certification, such as ITIL Managing Professional (MP), ITIL Strategic Leader (SL), or ITIL Master
- Ability to obtain/maintain a Public Trust clearance
Responsibilities
- End-to-end management of IT services
- Oversee the IT Service Desk, Deskside and Field Support Services
- Manage Business Relationship Management
- Manage Change/Configuration Management
- Manage Major Incident Management
- Manage Asset Management
- Manage the Capital Equipment Replacement Program (CERP)
- Ensure delivery of a seamless user experience and adherence to defined Service Level Agreements (SLAs)
- Deliver measurable improvements as measured through Key Performance Indicators (KPIs)
- Contribute to client satisfaction through effective Business Relationship Management
- Oversee coordination of the Mission and Site Support Services
- Provide periodic metrics and status reporting to client leadership team with recommendations on how to improve services, customer experience, and cost optimization
- Deliver management and control across Service Delivery functions
- Schedule and manage projects, initiatives, and other efforts aligned with delivering client objectives and goals
Benefits
- medical, dental, and vision insurance with an employer contribution
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
