Head of IT Service Delivery

Fujifilm•Holly Springs, NC

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.