DIRECTOR, IT SERVICE DELIVERY

Dollar General•Goodlettsville, TN

About The Position

ITOS is an XaaS business within a business, providing a diverse range of technology-based services that satisfy the needs of its customers across IT, the company, and external partners. It is accountable for the safety, availability, and quality of those services, as well as introducing new services and improving service delivery. Within ITOS, this position leads the Consolidated Hosting domain, providing a consolidated point of contact for operational matters and linking ITOS customers to all technology-based services produced by other ITOS domains. The role assembles all requisite services into consolidated application hosting SLAs, monitors operational performance of applications, analyzes problems, informs application owners of solution performance, and recommends actions and investment opportunities. It also provides information to other IT domains that contributes to their delivery, performance, and plans. Teams may include internal staff, contractors, and managed service providers. A viable candidate has deep expertise in service management, IT operations management, business management, internal entrepreneurship, and broad awareness of IT infrastructure technologies and operational requirements.

Requirements

Asset management, including enterprise capacity planning and life cycle planning.
Business management, especially within a XaaS business model.
Financial management, including CapEx and OpEx budget planning and execution.
People management including selection, empowerment, coaching, and performance management.
Technology awareness of current and near-future technologies relevant to this domain at a smart-buyer level.
Problem management skills to assess complex problems, conceptualize solutions, communicate strategies, and partner with stakeholders.
Service management from ideation through lifecycle including creation, implementation, operations, refresh, and retirement phases.
Excellence in designing reliable, repeatable processes.
Experience managing and collaborating with distributed teams including offshore and remote employees.
Strong oral and written communication skills with both technical and non-technical people and ability to speak to large audiences.
Strong conceptual structuring skills (ability to deconstruct and organize ideas).
Compatibility with running IT, especially IT operations, as a business.
Bachelor’s degree.
Knowledge of ITIL and/or other relevant best-practices frameworks.
Eight or more years in the information technology field.
Three or more years of management experience in an IT operations function or preferably in a XaaS business.

Responsibilities

Develops a vision of future services and defines and deploys strategies for delivering that vision.
Participates as a key contributor in the company’s information technology strategy and initiatives.
Participates as a member of the IT leadership team in the evolution of DGIT’s vision and organizational transformation.
Works collaboratively with IT peers who engineer applications and infrastructure, coordinates standards, provide security services, support customer service, deliver administrative services, and manage business customer relationships.
Proposes and manages CapEx and OpEx budgets for infrastructure services and new investments in infrastructure and service delivery.
Operate existing assets and deliver resulting services with excellence, including safety, availability, reliability, SLAs, and service quality.
Market and support use of this domain’s services.
Manage technology assets throughout their life cycle, including requirements, deployment, capacity, and sunsetting.
Manage service vendors (e.g., cloud), including selection, contracts, performance management, and service integration.
Prevent, mitigate, and recover from risks such as information security incursions and disasters (business continuity).
Comply with all relevant laws, regulations, and DG policies.