Head of IT Service Delivery

Fujifilm • Holly Springs, NC

2d • Remote

About The Position

Within Global Digital Workplace, the Head of Service Delivery Manager owns how IT services get delivered end to end: what gets measured, what “good” looks like, and how consistently it is met. You will own service performance, the operating model, and the outcome — and you will be close enough to day-to-day operations to know whether what is running is actually working. This is a role for someone who wants both depth and scope. You will be hands-on in service operations — incident, problem, and change management, SLA and OLA performance, and the service catalogue — while owning the service management direction that sits above it. We operate a platform-agnostic ITSM model across a mixed technology estate, working with internal delivery teams and third-party service providers.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent professional experience.
• ITIL Foundation certification required; a higher-level ITIL certification (Practitioner, Intermediate, or Managing Professional) strongly preferred.
• 10+ years of IT experience, including 5+ years focused on IT service delivery, service management, or operations leadership.
• Demonstrated experience owning incident, problem, and change management processes at scale, across a mixed technology estate.
• Proven track record leading major incident response and driving root cause analysis to closure.
• Experience managing third-party service providers and holding them accountable to SLAs and quality standards.
• Experience directing service delivery or operations teams and being accountable for the quality of what they deliver.
• Proven experience defining, tracking, and reporting on SLAs, OLAs, and service KPIs.
• Experience running service improvement initiatives that measurably reduced incidents, downtime, or repeat issues.
• Experience in a regulated life sciences, pharmaceutical, biotechnology, or comparable GxP environment is an advantage, including audit and validation awareness.
• Working knowledge of enterprise IT environments spanning end user computing, collaboration, network, and infrastructure services.
• Deep functional knowledge of ITIL processes: incident, problem, change, request, and knowledge management.
• Strong grasp of SLA/OLA design, service level reporting, and service catalogue management.
• Working knowledge of ITSM tooling (e.g. ServiceNow, Ivanti, BMC Remedy, or equivalent) — enough to specify, test, and challenge what partners build and report.
• Comfortable using data and reporting to identify systemic issues and build the case for improvement.
• Strong understanding of service reliability, audit trail, and controlled change expectations in a regulated environment.
• Working knowledge of GxP, GAMP 5, and ITIL as applicable to IT service delivery.
• Practical experience with change control, risk assessment, and post-incident governance.
• Comfortable working across agile, ITIL, and formal change control models simultaneously.
• Able to direct delivery partners and set quality expectations without formal line authority.
• Able to set expectations with stakeholders and say plainly what will not be resolved in a given timeframe.
• Clear communicator across technical, business, and global stakeholder audiences, especially under incident pressure.

Nice To Haves

• ITIL 4 Managing Professional, or equivalent.
• ServiceNow Certified System Administrator, or equivalent ITSM platform certification.
• Project or service management certification (e.g. PRINCE2, PMP, or similar).
• Formal GxP or computerized system validation training.

Responsibilities

• Own end-to-end incident, problem, and change management across the IT service portfolio, ensuring consistent process discipline and timely resolution.
• Define and track SLAs, OLAs, and service KPIs; report performance against target and drive corrective action where service falls short.
• Own the service catalogue and ensure it reflects what is actually delivered, to whom, and at what standard.
• Chair or oversee service review forums with business and technical stakeholders.
• Act as senior escalation point for service issues that cross team or vendor boundaries.
• Lead major incident response: coordinate resolver groups, drive communications, and own the incident through to closure.
• Run root cause analysis on significant incidents and own the resulting corrective and preventive action plan through to completion.
• Track recurring issues and drive them into permanent fixes rather than repeated workarounds.
• Own post-incident reviews and ensure lessons learned are captured and actioned.
• Maintain and test escalation and crisis communication procedures.
• Own the ITSM framework (incident, problem, change, request, and knowledge management) and its consistent application across teams and providers.
• Drive continuous service improvement: identify systemic weaknesses, prioritize fixes, and track them to closure.
• Define and maintain service management policies, procedures, and documentation.
• Own service reporting and dashboards, and ensure the data quality behind them.
• Manage day-to-day performance of third-party service providers and delivery partners against contracted SLAs.
• Hold vendors accountable for quality, responsiveness, and follow-through; escalate and remediate where performance slips.
• Participate in vendor governance: service reviews, commercial escalations, and contract renewal input.
• Bring new delivery partners up to speed on our environment, standards, and expectations.
• Direct a team of service delivery and service desk resources day to day: allocate work, set expectations, review quality, and unblock delivery.
• Report service performance, risks, and improvement plans to Digital Workplace leadership in terms stakeholders can act on.
• Own budget input and resourcing recommendations for the service delivery function.
• Build capability in the team through coaching and structured process improvement.

Benefits

• medical, dental, vision and prescription drug coverage with the option of a Health Savings Account with company contributions
• industry leading 401(k)savings plan
• insurance coverage
• employee assistance programs
• various wellness incentives
• paid vacation time
• sick time
• company holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior