Director, Enterprise IT Service Delivery

Responsibilities

The Director of IT Service Delivery leads the strategic oversight and operational management of IT support services across divisional and enterprise levels. This role ensures timely, efficient, and customer-focused operations through strong leadership and adherence to ITIL-based processes, including incident, request, problem, and change management.

The position establishes strategic partnerships with Infrastructure, Applications, and Information Security teams to maintain consistent service execution, clear communication, and high-quality outcomes across all supported environments. It also drives enterprise-wide service strategy, advances operational maturity, and strengthens collaboration among Service Delivery teams.

The Director leads the resolution of complex conflicts within and between teams, fostering a culture of accountability, professionalism, and mutual respect. The role regularly serves as a designee for senior IT leadership, representing IT Operations in enterprise planning, governance, and crisis management activities.

Through effective mentorship, strategic leadership development, and performance management, the Director builds organizational capability, promotes continuous improvement, and ensures IT Operations consistently delivers reliable, responsive, and high-quality support across the organization. Build a strong customer-focused team with world-class customer service skills to drive effective resolution with long-term business-oriented solutions and continually improve customer satisfaction.

* Provide strategic leadership to both divisional and enterprise Help Desk and Field Services operations, establishing standards, driving innovation, and ensuring high-quality service delivery across all locations.

* Lead Major Incident Management (MIM) operations and coordinate enterprise-wide communication, serving as primary liaison between IT Operations and executive leadership to ensure structured response and timely resolution.

* Oversee Service Delivery project portfolios and strategic initiatives, ensuring enterprise visibility, alignment with organizational goals, and successful execution.

* Establish and maintain strategic partnerships with Infrastructure, Applications, and Information Security leadership to ensure system stability, operational consistency, and cross-functional coordination.

* Partner with IT Operations and senior leadership to identify and implement enterprise-wide service improvements, resource optimization strategies, and process standardization initiatives.

* Develop and maintain comprehensive Service Delivery documentation, advanced metrics, and executive reporting frameworks that promote transparency and performance accountability.

* Drive cross-divisional strategic alignment, ensuring unified service planning, process excellence, and collaboration among all Service Delivery teams.

* Develop and mentor Service Delivery managers and team leads, building leadership capability, improving communication practices, and strengthening organizational engagement.

* Maintain strategic communication with stakeholders at all levels, including executive leadership, to ensure awareness, responsiveness, and alignment with organizational objectives.

* Lead the resolution of complex conflicts within and between teams through strategic communication and collaborative problem-solving.

* Champion a culture of accountability, professionalism, and mutual respect across Service Delivery and peer IT functions.

* Regularly serve as a designee for senior IT leadership, representing IT Operations in enterprise planning, governance, and crisis management activities.

* Lead the development and execution of enterprise-wide initiatives that improve operational maturity, service quality, and organizational capability.

* Direct policy reviews, process documentation, and continuous improvement efforts across IT Operations.

* Engage in professional development and industry engagement to maintain current knowledge of IT service management practices, tools, technologies, and emerging trends.

* Perform other related duties as assigned in support of IT Operations and organizational goals.

Qualifications

Education:

* Bachelor's degree in Information Technology, Computer Science, or a related field required.

* Master's degree or MBA preferred. Equivalent work experience may be considered.

* Training or certifications in Agile/Scrum and/or Project Management (PMP, PRINCE2) are highly desirable.

Experience:

* 8-12 years of IT service delivery experience, including at least 7 years in senior leadership roles managing multi-site or enterprise environments.

* Extensive experience with incident and request management, performance monitoring, and strategic improvement of IT support services.

Knowledge:

* Extensive experience managing and strategically directing IT support and service delivery operations across multiple locations, divisions, or enterprise organizations.

* Expert understanding of ITIL processes, service…