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IT Service Delivery Director

2 weeks ago

Kitchener, Canada Agilio IT Consulting Full time

Job Overview:
We are seeking a highly skilled and experienced Service Delivery Director to join our team. As the Service Delivery Director, you will be responsible for overseeing the delivery of IT services to our clients. You will work closely with our clients to understand their needs and ensure that our services meet their expectations. This is a leadership role that requires strong technical expertise, excellent communication skills, and the ability to manage a team effectively.

**Duties**:

- Develop and implement service delivery strategies and processes to ensure efficient and effective IT service delivery
- Collaborate with clients to understand their IT requirements and provide tailored solutions
- Manage a team of IT professionals, including hiring, training, and performance evaluations
- Monitor service performance metrics and implement improvements as needed
- Ensure compliance with service level agreements (SLAs) and customer satisfaction goals
- Oversee incident management and problem resolution processes
- Conduct regular meetings with clients to review service performance and address any concerns or issues
- Stay up-to-date with industry trends and best practices in IT service delivery

**Experience**:

- Bachelor's degree in Computer Science, Information Technology, or a related field (Master's degree preferred)
- Proven experience in a similar role, preferably in a managed services environment
- Strong technical background with knowledge of VPN, Office, Windows, LAN, Desktop support, remedy, Software troubleshooting, IT support, Firewall, Technical support
- Excellent leadership skills with the ability to motivate and inspire a team
- Exceptional communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to work well under pressure and meet tight deadlines

We offer competitive compensation packages including benefits such as health insurance, retirement plans, paid time off, professional development opportunities, and more.

Pay: $130,000.00-$160,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Bonus pay

**Education**:

- Bachelor's Degree (required)

**Experience**:

- IT support: 8 years (required)
- Service Management: 8 years (required)

**Language**:

- Spanish (preferred)

Licence/Certification:

- ITIL Certification (preferred)
- Agile Certification (required)

**Location**:

- Ontario (required)

Willingness to travel:

- 25% (required)

Work Location: Hybrid remote in Kitchener, ON N2G 2L3