Director of IT Service Delivery

Amplifi•Naperville, IL

23h•$150,000 - $165,000•Hybrid

About The Position

The Director of IT Service Delivery is a proven, high-impact leader, responsible for overseeing the stability, performance, and supportability of the production environment. This highly visible leadership role is accountable for the end-to-end health of the technology ecosystem, including service desk operations, production monitoring, ETL/data operations, and incident response. As the primary owner of the “Run” phase of the technology lifecycle, the Director ensures platforms are stable, performant, and fully supportable for both internal teams and external financial institution partners. The role provides direct oversight of uptime, service performance, and incident response, while leading a cross-functional operations team and collaborating closely with Engineering, Infrastructure, and Product teams to maintain high standards for reliability, observability, and operational excellence.

Requirements

7+ years of progressive experience in IT Operations, Service Delivery, or Production Support roles.
3+ years in a leadership role managing production environments, support teams, or service delivery functions.
Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related technical field.
Deep understanding of IT Service Management (ITSM), including incident, problem, and change management.
Experience supporting data operations, including ETL processes, file transfers (SFTP), and data validation.
Strong experience with monitoring and observability tools (e.g., Datadog, New Relic, Splunk, PagerDuty).
Familiarity with cloud-based environments (AWS or Azure) and modern application architectures.
Strong understanding of compliance frameworks, particularly PCI DSS.
Experience with Business Continuity and Disaster Recovery planning and execution.
Excellent communication skills with the ability to translate technical issues into business impact.

Nice To Haves

ITIL certification (v4 Foundation or higher) preferred.
Experience in financial services, banking, or credit union environments is a plus.
Familiarity with ITSM platforms such as ServiceNow or Jira Service Management.
Experience driving operational transformation or service maturity initiatives

Responsibilities

Lead and develop teams across Service Desk, Application Support, ETL/File Operations, and Production Monitoring, ensuring strong accountability and service excellence.
Own production health, including uptime, SLA adherence, incident trends, backlog health, and overall service performance.
Establish and enforce operational standards for production readiness, ensuring all systems are fully monitorable, documented, and supportable prior to deployment.
Design and govern monitoring and observability practices (APM, logging, alerting) to proactively detect and resolve issues before they impact clients.
Lead incident and problem management, driving rapid resolution of issues while ensuring root cause analysis and permanent fixes are implemented.
Own L2/L3 triage processes, including prioritization, escalation, and backlog management, while partnering with Engineering to drive systemic resolution of recurring issues.
Oversee ETL and file operations, ensuring data integrity, accuracy, and timely processing of mission-critical client data.
Serve as a key stakeholder in Change Advisory Board (CAB) processes, ensuring all changes meet operational and supportability standards.
Lead 24/7 on-call and escalation processes, ensuring rapid and effective response to production incidents.
Maintain operational documentation, runbooks, and procedures aligned with PCI compliance and audit requirements.
Drive Business Continuity (BCP) and Disaster Recovery (DR) planning and readiness across the organization.
Define and report on operational KPIs, providing clear visibility into system health and performance for executive leadership.
Foster a culture of ownership, accountability, and continuous improvement across all operational teams.
Coach and mentor team members to build technical depth, operational rigor, and strong service orientation.

Benefits

Competitive pay plus 401(k) with employer match
Medical, dental, vision, and life insurance
Voluntary café plans, including voluntary life, accident, hospital, critical care, and parking/transit options
Tuition Reimbursement
Paid time off, company holidays, and parental leave
Employee Assistance Program
Hybrid work environment with flexible hours
Onsite perks including gym access and snacks
Employee recognition programs celebrating milestones and achievements
Growth opportunities within a supportive, team-oriented environment