Director of Service Delivery - IT

Summit BHC

5d•Onsite

About The Position

The Director of Service Delivery is responsible for all information technology service management and end-user services functions across all locations. Service management functions include the Summit IT Service Desk and all associated ITIL processes including, but not limited to, change, incident, problem, asset, and configuration management. End-user services functions include budgeting, procurement, deployment, administration, support, and decommissioning of end-user computing devices including personal computers, tablets, phones, and printers.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent combination of education and experience.
Ten or more years of experience in IT service delivery, with at least five years in a leadership role required.
Strong knowledge of IT service management delivery, process improvement and best practices.
Proven experience managing multi-location IT operations and service delivery.
Excellent leadership, communication, and interpersonal skills.
Strong problem-solving abilities and a results-oriented approach.
Experience managing budgets and vendor contracts.
Experience measuring team and system performance with ability to deliver metrics and KPI’s.
Five or more years of related management experience required

Nice To Haves

health care experience preferred
Professional and/or technical certifications preferred

Responsibilities

Lead and manage the IT Service Delivery team, including service desk, network operations, and infrastructure support.
Develop and implement IT service delivery strategies that align with business objectives and ensure high levels of performance and reliability.
Foster a culture of excellence, accountability, and ongoing improvement within the service delivery team
Identifies and prioritizes issues of importance, including those priority issues as set by leadership. Collaborates with department leaders and corporate executive leaders, as needed.
Communicates instructions, expectations and timelines clearly and concisely.
Manages staff scheduling to maintain productivity levels, curtailing unnecessary overtime and/or excessive staff work hours.
Maintains accountability expectations for self and staff in all areas of job performance.
Engages staff in quality and safety basics to ensure sustained, measurable compliance.
Identifies staff educational needs and ensures they are addressed with education programs that are attended by staff.
Hold staff accountable for non-compliance and safety concerns, as well as attendance, following policies, behavior, and adherence to the code of conduct.
Oversee the delivery of IT services to all locations, ensuring consistent and reliable performance.
IT Service Desk operations and continual service improvement
PC procurement and inventory management
Desktop support for end users
Identity and Access Management (IAM)
Implement and monitor service level agreements (SLAs) to ensure high-quality service delivery.
Manage and resolve escalated service issues, ensuring timely resolution and effective communication with stakeholders.
Identify opportunities for process improvements and implement best practices in IT service management (ITSM).
Utilize metrics and performance data to drive continuous improvement initiatives.
Ensure compliance with ITIL (Information Technology Infrastructure Library) standards and other relevant frameworks.
Manage relationships with IT service providers, vendors, and partners to ensure the delivery of high-quality services.
Negotiate contracts and manage vendor performance to meet organizational needs and budgetary constraints.
Evaluate and select new vendors as needed to support evolving business requirements.
Develop and manage the IT service delivery budget, ensuring efficient allocation of resources.
Monitor and control expenditures to meet financial targets.
Ensure the effective utilization of IT resources, including personnel, hardware, and software.
Collaborate with the SVP of IT and other senior leaders to develop and execute IT strategies that support the organization’s goals.
Stay abreast of industry trends and emerging technologies to recommend and implement innovative solutions.
Develop and maintain a roadmap for IT service delivery enhancements.
Communicate effectively with business leaders, department heads, and other stakeholders to understand their IT needs and priorities.
Provide regular updates on service delivery performance, projects, and initiatives.
Promote a customer-centric approach to IT service delivery.