Senior IT Service Delivery

Cotality • Irving, TX

1d • Hybrid

About The Position

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. Job Description: We are searching for a high-impact Senior IT Service Delivery Professional to serve as a strategic keystone between technology operations and business objectives. This highly visible role requires a strong understanding of critical issues and the ability to translate them into relevant, actionable strategies. Working across all levels of the organization, you will champion ITSM excellence and act as a consultant to ensure service delivery is consistent, efficient, and forward-looking. We are looking for a high-energy professional who can draw insights from data, influence geographically dispersed teams, and provide expert guidance on key ITSM processes for both small-scale needs and enterprise-wide initiatives.

Requirements

• High School Diploma
• Bachelor’s Degree in a related field preferred or equivalent professional experience required
• 5+ years of proven experience with IT Service Management disciplines (e.g., change enablement, incident management, problem management, and disaster recovery).
• 5+ years of experience in extracting data across disparate systems, performing storytelling analysis of data, and report development
• 5+ years of experience using ITSM tools (e.g., Jira Service Desk)
• Proficiency with standard business and database software (MS Office Products).
• Compelling Communicator: Excellent interpersonal and leadership skills, with the ability to motivate teams and deliver advanced executive-level presentations.
• Strategic Problem Solver: Detail-oriented with strong analytical capabilities and the ability to manage multiple high-priority initiatives in a fast-paced environment.
• ITSM Expert: Deep expertise in IT Service Management (Change, Incident, and Problem) best practices.
• Innovation: A passion for embracing modern innovation, such as Automation and AI-driven capabilities.

Nice To Haves

• Extra consideration for experience with the (ITIL) IT Information Library v4.0.
• Extra consideration for ITIL v4.0 certification

Responsibilities

• Strategic Service Coordination: Serve as a global/regional point of contact and subject matter expert for IT Service Delivery, specifically overseeing the Change, Incident, and Problem Management lifecycles. Collaborate with cross-functional teams and business leaders to drive transformative initiatives, manage complex escalations, and ensure consistent service excellence across the organization.
• Operational Optimization: Lead initiatives to streamline workflows and eliminate process friction, maximizing resource utilization while maintaining rigorous quality and security standards. Continuously evaluate tools and processes to foster a culture of innovation and automation.
• Resilience & Problem Management: Drive the Root Cause Analysis (RCA) process by facilitating deep-dive post-incident reviews (PIRs). Act as an ITSM Success Partner to communicate problem trends, risks, and remediation plans to senior technology leadership.
• Data Intelligence & Storytelling: Establish KPIs and automated dashboards to track reliability and problem resolution. Perform complex data analysis across disparate sources to generate actionable insights and regular performance reporting (e.g., MTTR, SLA adherence).
• Governance & Compliance: Develop and implement policies, standards, and procedures aligned with ITSM (Change, Incident, and Problem) best practices. Maintain knowledge management repositories (e.g., Confluence) and provide analytical support for information security and compliance audits.
• Enablement & Culture: Mentor and coach managed services and collaborative teams to foster a high-performance, inclusive environment. Promote a culture of trust, transparency, and continuous learning that values diversity and encourages feedback.

Benefits

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees