Description:
As the IT Service Delivery Director, you will be responsible to oversee and manage the delivery of IT services within our organization. The successful candidate will be responsible for ensuring the effective delivery of IT services to meet the needs of our internal stakeholders and external clients.
This role involves coordinating with various teams to maintain high service levels, implementing service improvement initiatives, and ensuring adherence to service level agreements (SLAs) and operational processes.
Your job role will also include the following:
Leadership and Team Management:
- Lead and mentor a team of IT professionals responsible for service delivery.
- Develop and communicate the strategic vision for IT service delivery aligned with the organization's goals and objectives.
- Guide and advise the team to provide first, second and third level of support within the agreed SLA
- Define and monitor service performance against SLAs and KPIs, and take corrective actions as needed.
- Provide guidance, coaching, and performance feedback to team members to foster their professional growth.
- Promote a culture of collaboration, innovation, and accountability within the service delivery organization.
Operations:
- Develop and communicate the strategic vision for IT service delivery aligned with the organization's goals and objectives.
- Collaborate with senior management to align IT service delivery strategies with business objectives.
- Oversee all aspects of IT service delivery, including incident management, problem management, change management, and service level management.
- Ensure compliance with industry best practices and standards, such as ITIL, and drive continuous improvement initiatives.
- Establish and maintain service level agreements (SLAs) with internal stakeholders and external clients.
- Develop and manage the IT service delivery budget, ensuring resources are allocated effectively to support business objectives.
- Procure and operate IT service delivery tools and systems ensuring seamless experience for end user.
- Monitor and control costs associated with service delivery activities, identifying opportunities for cost optimization.
- Identify opportunities to enhance service delivery processes, tools, and methodologies.
- Drive continuous improvement initiatives to optimize service delivery performance and efficiency.
- Monitor industry trends and emerging technologies to identify opportunities for innovation and improvement.
To be considered for this role, you will need to have:
- Bachelor’s degree in Information Technology, computer science or related field
- ITIL certified
- CCNA and MCP
- Project Management (Waterfall and Agile) Certification
- Minimum 7 years in IT Service Management role
- Strong understanding of IT service management frameworks such as ITIL.
- Strong understanding Microsoft Operating Systems, Microsoft Software and other client based applications.
- Ability to adapt to a fast-paced, dynamic work environment and manage multiple priorities effectively.
- Excellent leadership, communication, analytical and problem solving skills
- Solid understanding of IT infrastructure, systems, network and applications.
- Exceptional communication and interpersonal skills.
- Solid understanding of Information Security operations activities and security governance