Director of Service Delivery - IT

Summit BHC

2d•Onsite

About The Position

The Director of Service Delivery is responsible for information technology service management and end-user services across all company locations. Service management includes the IT Service Desk and ITIL processes such as change, incident, problem, asset, and configuration management. End-user services include budgeting, procurement, deployment, administration, support, and decommissioning of end-user computing devices, including personal computers, tablets, phones, and printers. This role leads the IT Service Delivery team, including service desk, network operations, and infrastructure support, and oversees consistent, reliable IT service delivery across locations. The Director develops service delivery strategies aligned with business objectives, monitors service levels and performance, resolves escalated issues, improves processes, manages service providers and vendors, and oversees budgets and resource use. The position collaborates with the SVP of IT, senior leaders, and other stakeholders to advance IT strategy and service delivery improvements. The position is on-site at the company headquarters in Franklin, Tennessee, and is not remote. A bachelor's degree in a related field or an equivalent combination of education and experience is required, along with at least ten years of IT service delivery experience, including five or more years in a leadership role. Health care experience and professional or technical certifications are preferred.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Ten or more years of experience in IT service delivery.
At least five years in a leadership role.
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 and delivering metrics and KPIs.
Five or more years of related management experience.

Nice To Haves

Health care experience.
Professional and/or technical certifications.

Responsibilities

Lead and manage the IT Service Delivery team, including service desk, network operations, and infrastructure support.
Develop and implement IT service delivery strategies aligned with business objectives and reliable performance.
Foster excellence, accountability, and ongoing improvement within the service delivery team.
Identify and prioritize important issues, including priorities set by leadership, and collaborate with department and executive leaders as needed.
Communicate instructions, expectations, and timelines clearly and concisely.
Manage staff scheduling to maintain productivity and limit unnecessary overtime or excessive working hours.
Maintain accountability expectations for self and staff in all areas of job performance.
Engage staff in quality and safety basics to ensure sustained, measurable compliance.
Identify staff educational needs and ensure they are addressed through attended education programs.
Hold staff accountable for non-compliance, safety concerns, attendance, policy adherence, behavior, and compliance with the code of conduct.
Oversee IT service delivery across all locations to ensure consistent and reliable performance.
Oversee IT Service Desk operations and continual service improvement.
Manage PC procurement and inventory.
Oversee desktop support for end users.
Oversee Identity and Access Management (IAM).
Implement and monitor service level agreements (SLAs).
Manage and resolve escalated service issues, ensuring timely resolution and effective stakeholder communication.
Identify process improvement opportunities and implement IT service management best practices.
Use metrics and performance data to drive continuous improvement.
Ensure compliance with ITIL standards and other relevant frameworks.
Manage relationships with IT service providers, vendors, and partners.
Negotiate contracts and manage vendor performance to meet organizational needs and budget constraints.
Evaluate and select vendors as needed to support evolving business requirements.
Develop and manage the IT service delivery budget and allocate resources efficiently.
Monitor and control expenditures to meet financial targets.
Ensure effective utilization of personnel, hardware, and software.
Collaborate with the SVP of IT and other senior leaders to develop and execute IT strategies that support organizational goals.
Monitor industry trends and emerging technologies, and recommend and implement innovative solutions.
Develop and maintain a roadmap for IT service delivery enhancements.
Communicate 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.