Director, IT Service Delivery

The Director, IT Service Delivery is responsible for leading the IT Service Delivery team and overseeing the organization’s infrastructure, technology operations, cybersecurity and end‑user services. The role ensures reliable, secure and efficient IT operations covering services such as the Microsoft
365 platform, endpoint management, ITSM platform and management of outsourced suppliers.

Base compensation range: $210-240K. Compensation is influenced by time in the role, prior experience, skills, knowledge, performance, work requirements, internal equity and business or economic conditions.

• Lead and manage IT support services (Internal and External)
• Monitor service performance, analyze trends and implement improvements to enhance service quality and customer satisfaction
• Facilitate resolution of complex or escalated technical issues, engaging the appropriate internal and external resources
• Ensure consistent follow‑up with internal and external customers to maintain high levels of satisfaction
• Lead, mentor and develop IT Service Delivery personnel, including support staff, engineers and managers
• Foster a culture of accountability, continuous learning and high performance across IT teams
• Recommend and justify investments in technology through cost‑benefit analysis and business case development
• Lead the implementation of a new ITSM platform (HALO)
• Ensure compliance with internal policies and external regulatory requirements through periodic audits and assessments
• Act as technical change approver
• Oversee the design, implementation and maintenance of IT infrastructure, including hardware, software and network systems
• Manage relationships with technology vendors, contractors and service providers to ensure high‑quality service delivery
• Create performance metrics to proactively identify risks and opportunities for improvement

• Strong technical know‑how and decision‑making skills, including the ability to act quickly with incomplete information
• Proficiency with Microsoft
  365 Defender, Intune, EntraID Copilot, Azure services and related technologies
• Strong leadership covering both local and virtual team management
• Operational excellence in IT service delivery and core ITIL processes
• Analytical problem‑solving and resource optimization skills
• Effective communication and stakeholder management
• Ability to travel ~25% domestic and international
• Hybrid work arrangement

As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.