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Director, IT Global Service Delivery
2 months ago
**Job Summary**
The Director, IT Global Service Delivery is responsible for ensuring the efficient and effective delivery of IT services across the organization. This role involves aligning IT services with business needs, continuously improving processes, and managing service delivery teams.
**Key Responsibilities:**
- **Leadership & Strategy:** Develop and execute an IT service management strategy aligned with organizational goals, lead and mentor the IT service management team, and collaborate with senior leadership to align IT service delivery with business needs.
- **Service Management:** Oversee the design, implementation, and management of IT service management processes, ensure IT services meet or exceed service level agreements, and develop and maintain IT service management policies and documentation.
- **Stakeholder Engagement:** Develop relationships with key stakeholders, act as a point-of-contact for IT service-related inquiries and escalations.
- **Technology and Innovation:** Stay updated on emerging trends and technologies, implement tools to enhance IT service management capabilities, and promote automation and self-service tools.
- **Risk Management:** Identify and mitigate IT service delivery risks, ensure compliance, and maintain business continuity.
**Requirements:**
- Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role.
- Strong knowledge of IT service management frameworks, strategies, and best practices, particularly ITIL.
- Deep understanding of the managed services provider business model, including client engagement and service-level agreements.
- Excellent leadership, communication, and interpersonal skills.
- Certification in ITIL, PMP, or similar is highly desirable.
**Education:**
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred; Master's degree preferred.
