IT Service Delivery & Support Lead

Allison Transmission•Indianapolis, IN

About The Position

The position is responsible for the strategy, delivery, and continuous improvement of the organization’s IT support, service management, and end-user experience capabilities. This role provides end-to-end ownership of IT service operations, ensuring reliable service delivery, mature ITSM practices, and a positive, consistent experience for employees. The role partners closely with Infrastructure, Security, Applications, and business leaders to align IT services with business needs while driving operational excellence, scalability, and customer satisfaction.

Requirements

Bachelor’s degree in Information Technology or related field (or equivalent experience).
10+ years of experience in IT operations, service management, or end-user services.
Strong knowledge of IT service management principles and best practices.
Experience leading enterprise or global IT support organizations.
Proven ability to improve service quality, operational maturity, and user satisfaction.
Excellent leadership, communication, and stakeholder management skills.

Responsibilities

Lead and oversee global IT support operations, including service desk, command center, and advanced support functions.
Ensure effective incident escalation, coordination, and communication, particularly during major incidents and service disruptions.
Establish clear operating models, escalation paths, and support standards across the organization.
Ensure support services are reliable, responsive, and aligned to business expectations.
Establish and continuously mature the organization’s IT service management capabilities to ensure reliable, predictable, and business-aligned service delivery.
Ensure ITSM processes are standardized, governed, and aligned to industry best practices.
Drive adoption, data quality, and operational effectiveness of ITSM tools and processes.
Oversee end-user support services, including hardware and software lifecycle management, troubleshooting, and advanced support.
Ensure consistent service quality across locations, roles, and user populations, including executive and VIP support.
Partner with Security and Infrastructure teams to ensure compliance, security, and reliability of end-user devices.
Champion a customer-focused approach to IT support and service delivery.
Define and manage service performance metrics, SLAs, OLAs, and KPIs across IT support and ITSM functions.
Monitor service health, trends, and risks, using data to drive decisions and improvements.
Own IT experience feedback mechanisms, including surveys and user sentiment analysis.
Provide executive-level reporting on service performance and improvement initiatives.
Lead IT training and user education programs to improve adoption, self-service, and productivity.
Establish and maintain a continual service improvement framework to identify, prioritize, and deliver service enhancements.
Identify opportunities for automation, self-service, and simplification to improve efficiency and scalability.
Support organizational change related to new services, tools, and processes.
Build and lead high-performing teams with a culture of accountability, collaboration, and continuous improvement.
Partner with business and IT leaders to understand needs and translate them into effective IT services.
Manage relationships with vendors and service providers to ensure performance and value.
Serve as a trusted advisor on IT service delivery, operational risk, and user experience.

Benefits

Choice of medical plans with prescription coverage
Employer HSA contribution
Dental & Vision Insurance
Paid Parental Leave
Short & Long-Term Disability
Other voluntary benefits including: Critical Illness, Hospital Indemnity, Identity Theft Protection and Pet Insurance
401K with generous Company match & contribution
Accrued Paid Time Off
12 Paid Holidays + 1 Floating Holiday
Robust employee wellness program
Tuition assistance program