IT Service Management Lead

DPR Construction • Tampa, FL

1d

About The Position

At DPR, roles and responsibilities are more than describing a job title—they are a commitment to building great things together. The job description(s) below defines core responsibilities and the scope of the role and is a starting point. Every employee is expected to lead from where they are, take ownership of outcomes, and always act in the best interest of the team, customer, project and organization.

As a purpose-driven organization on a journey to be most admired, we rely on trust, shared leadership, open communication, disciplined action and a deep respect for the individual to drive exceptional performance. Success is not just about what we build, but who we build and how we build it: with integrity, enjoyment, uniqueness and an ever-forward mindset.

Job Summary:
Leads enterprise service delivery strategy and operational governance across the service desk and field delivery functions. Establishes standards for incident management, escalations, and service performance; aligns delivery practices with enterprise technology strategy and business priorities.

Requirements

• Bachelor’s degree in computer science or a related field, or equivalent experience required.
• 7–10 years of experience in IT service desk or technical operations required.
• 4–6 years of experience leading service delivery teams or functions required.

Nice To Haves

• Leadership or advanced ITSM certification preferred.

Responsibilities

• Defines service delivery strategy, operational governance, and enterprise-level performance standards for service desk and field delivery to ensure alignment with business and technology objectives.
• Oversees performance management of managers and service desk leadership and drives continuous improvement and reporting cadence across service delivery functions.
• Ensures compliance with service management frameworks and enterprise policies and aligns operations to risk and regulatory obligations across the organization.
• Communicates service performance, risks, and improvement priorities to executive stakeholders to influence strategic direction.
• Oversees workforce planning, vendor/partner coordination related to delivery, and ensures operational resilience across service delivery channels.
• Owns service portfolio performance metrics and leads capability-building initiatives across the delivery organization to enhance scalability and effectiveness.
• Leads cross-functional governance forums, incident review boards, and succession/succession-planning activities to drive alignment and accountability.

What This Job Offers

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