Director, IT Service Delivery

Komatsu • Tucson, AZ

384d

About The Position

The Director of IT Service Delivery at Komatsu will lead a team of global IT professionals to ensure the efficient operation, support, and continuous improvement of the organization's IT help desk and business applications. This role requires a proactive leader with a strong technical background in IT support and application management, focusing on optimizing support delivery, enhancing user experience, and aligning IT services with business objectives.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field; Master's degree preferred.
• 8+ years of experience in IT support, including help desk and applications support roles, with at least 3 years in a leadership capacity.
• Proven experience managing both help desk and application support teams in a mid-to-large enterprise environment.
• Strong understanding of Capex and Opex budgetary planning.
• Strong understanding of help desk operations, ITIL practices, and incident management systems.
• Experience with enterprise application support, including ERP, CRM, and other business-critical systems.
• Proficiency in using ticketing and IT service management tools (e.g., ServiceNow, Zendesk).
• Familiarity with IT infrastructure, networking, databases, and cloud solutions.
• Excellent leadership, team-building, and decision-making skills.
• Strong problem-solving and analytical skills with a results-oriented approach.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.

Nice To Haves

• ITIL Foundation or Practitioner certification.
• Relevant certifications in enterprise applications, such as SAP, Microsoft Dynamics, Salesforce, etc.

Responsibilities

• Oversee the IT help desk team to provide effective and timely support for all end-user IT issues.
• Ensure service level agreements (SLAs) are met or exceeded, maintaining a high standard of customer satisfaction.
• Develop and enforce help desk policies and procedures, including issue escalation, resolution, and tracking.
• Conduct regular assessments of help desk performance, identifying areas for improvement and implementing best practices.
• Manage the incident and request lifecycle, focusing on efficient resolution and root cause analysis.
• Collaborate with corporate IT support teams to drive consistency and standardization across all help desk operations, ensuring seamless service delivery.
• Oversee the support and administration of enterprise applications, ensuring system availability, performance, and reliability.
• Collaborate with application owners to manage application lifecycles, including updates, upgrades, and decommissioning.
• Partner with vendors and internal stakeholders to resolve application issues, implement solutions, and optimize configurations.
• Drive application-related projects, such as new implementations, integrations, and customizations, coordinating with cross-functional teams.
• Establish and enforce policies for application support, ensuring effective documentation, training, and user support.
• Lead, coach, and mentor the help desk and applications support teams, fostering a culture of continuous improvement and collaboration.
• Conduct performance reviews, set goals, and identify professional development opportunities for team members.
• Build strong relationships with key stakeholders, ensuring alignment of IT support services with business needs.
• Encourage a proactive approach to IT support, anticipating and resolving potential issues before they impact users.
• Develop and execute strategies to enhance IT support processes, reduce downtime, and improve service delivery.
• Analyze support trends and metrics to identify areas for improvement, implementing automation, self-service, or other innovative solutions.
• Collaborate with IT leadership to align support services with broader IT and business strategies.
• Develop and manage the budget for help desk and applications support, ensuring cost-effective delivery of services.
• Implement a standard procurement process of IT goods and services that aligns with the broader Komatsu procurement processes.
• Ensure compliance with relevant security, privacy, and data protection regulations in all support and application-related activities.
• Work closely with the IT security team to manage security-related incidents, vulnerabilities, and risks in the applications environment.
• Maintain accurate and comprehensive documentation of support processes, applications, and related procedures.
• Engage in Japan's Sarbanes-Oxley equivalent, known as 'J-SOX,' as well as International Organization for Standardization (ISO) assessment activities.

Benefits

• Competitive salary range of $136K - $172K per year.
• Opportunities for professional development and training.
• Comprehensive health insurance coverage.
• Retirement savings plan options.
• Paid time off and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Repair and Maintenance
• Education Level: Bachelor's degree