Director of IT Services
About The Position
ROMTech is rapidly expanding, and with that growth comes a significant increase in IT service and support demands. We are seeking a seasoned Director of IT Services to provide a stable, accountable leadership presence over Department 10 (Service Delivery). This role is responsible for overseeing all IT service delivery tasks and staff, ensuring that IT applications, systems, and end-user services remain available, reliable, and operationally efficient in support of the business. The ideal candidate is a strong people leader with a service-oriented mindset and experience scaling IT support operations in a fast-paced environment.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 8+ years of IT experience, including 3+ years in a leadership role overseeing IT service delivery or support teams
- Proven experience managing high-volume IT support environments
- Strong understanding of ITSM frameworks (ITIL or similar)
- Demonstrated ability to lead, motivate, and scale service teams
- Excellent communication and stakeholder management skills
- Strong operational mindset with attention to reliability, efficiency, and customer experience
Nice To Haves
- Experience in healthcare, medical device, SaaS, or regulated environments
- Familiarity with HIPAA, SOC 2, or similar compliance frameworks
- ITIL certification or equivalent
- Experience implementing or optimizing service delivery tools and workflows
- Background working in fast-growing or scaling organizations
Responsibilities
- Provide overall leadership and direction for Department 10 (IT Service Delivery)
- Oversee all IT support functions, including help desk, desktop support, application support, and service request fulfillment
- Ensure availability, performance, and reliability of IT applications and end-user systems
- Establish, monitor, and report on service delivery KPIs, SLAs, and performance metrics
- Implement and continuously improve IT service management (ITSM) processes, including incident, request, problem, and change management
- Manage, mentor, and develop IT service delivery staff and team leads
- Act as the escalation point for critical service issues and outages
- Partner closely with IT Operations, Security, Engineering, and business stakeholders
- Forecast staffing needs and scale service delivery resources to meet demand
- Own service delivery tools and platforms (ticketing systems, monitoring, knowledge bases)
- Drive documentation, standard operating procedures, and knowledge management
- Support audits, compliance requirements, and internal controls related to IT services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
