Job Description
IT Director, Service Delivery
Agile Connection Group is seeking a dynamic and experienced Director of Service Delivery to lead the strategic management and operation of a diverse portfolio of technology products and services. In this key role, you will act as an "Application Owner," overseeing critical functions such as Service Desk, End User Support, Inventory Management, and Impact Management (incidents and changes) to ensure seamless service delivery across the organization.
As the IT Director, you will lead and mentor a team of Managers and their staff, ensuring that talent and resources are effectively aligned with business goals. Your leadership will play a crucial role in not only meeting but exceeding performance standards. You’ll collaborate closely with the Chief Technology Officer to drive organizational strategies and execute high-level initiatives, making a direct impact on the organization’s success.
This is an exciting opportunity for a visionary leader who thrives in a fast-paced, results-driven environment and is passionate about empowering teams and delivering exceptional service.
Essential Responsibilities :
- Translates business strategy into measurable, executable work plans for the department.
- Partners with department leaders to understand business needs and partners with CTO to align the technology strategy accordingly.
- Leads Managers and/or individual contributors directly and indirectly.
- Manages talent, performance, and career development for direct reports and is responsible for people leadership decisions for staff in span of control.
- Understands talent management goals for the organization and succession planning. Fosters optimal utilization and development of talent across the organization and focuses on development plans.
- Develops and maintains a high level of employee engagement across their teams.
- Accountable for management of respective IT Applications or Services (including High Availability, established Service Continuity, & Service Level attainment).
- Negotiates for services, manages appropriate processes, and ensures quality service (internal and external) delivery. Provides enhanced transparency of the application support operations.
- Accountable for meeting and exceeding key performance metrics.
- Ensures respective application outages are resolved quickly with minimal impact to the business.
- Improves resiliency of the operational environment through effective root cause analysis and resolution, to reduce the number of application outages over time, and ultimately be able to prevent outages and/or correct them before being felt by the business.
- Works with internal & external parties to plan, architect and integrate services within the COA ecosystem.
- Supports the implementation of new components, the ongoing maintenance and configuration of existing systems.
- Directs department specific projects with a forward-thinking strategic focus. Sets priorities and resolves conflicts within the scope of the department.
- Monitors effectiveness of program responsibilities.
- Responsible for relevant Vendor relationship management.
- Negotiates for services, manages amendments with appropriate processes, and manages invoices with vendors.
- Responsible for a portion of the operating budget within the department.
- Works with CTO to define budget needs and priorities.
- Manages to an approved budget.
- Accountable for operations and organizational support within their respective areas, including the management of workforce needs, risks and issues, as well as adherence to directives, standards, and policies.
- Accountable for facilitation of problem management, incident, and outage management, as well as change management processes.
- Accountable for inventory management and life cycle, related to computer devices and supporting hardware/tools.
Qualifications:
- Bachelor’s in Engineering, Computer Science, or equivalent.
- A minimum of seven years' experience in managing end user support functions within technology.
- Ability to foster a commitment to continuous improvement and customer focus across the organization.
- Must possess good people leadership and interpersonal skills for motivating and developing employees, including leaders.
- Must be a goal-oriented team builder and collaborator who creates enthusiasm, fosters openness to new ideas and works cooperatively with others.
- Proven track record with large scale, high performing systems.
- Strong data driven analysis & problem-solving skills.
- Advanced knowledge of performance metrics and reporting, technical problem resolution and risk management.
- Experience with project management frameworks and ability to lead and manage operational efforts.
- Ability to effectively manage relationships with key stakeholders across the enterprise to be successful in delivering major objectives.
- Exceptional interpersonal skills, including teamwork, facilitation, and negotiation.
- Experience with Change/Incident Management policies and procedures.
- Excellent communication and written skills.
- Strong sense of urgency and understanding of business impact.
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