Director, Service Delivery

Director It Service Delivery

We are looking for a Director IT Service Delivery to lead our IT service delivery team and ensure the quality and efficiency of our IT solutions. You will be responsible for the Service Desk Team, End User Support, and Endpoint Engineering. This is a critical Service role that is one of the 'faces' of IT within QuadReal. You will be responsible for overseeing the planning, implementation, and maintenance of IT projects, managing the IT service delivery budget and resources, and ensuring compliance with IT standards and policies. You will also collaborate with other IT leaders and stakeholders to align IT service delivery with the strategic goals and objectives of the organization.

Responsibilities

• Develop and implement IT service delivery strategies, policies, and procedures to support the organization's vision and mission.
• Manage the IT service delivery team, including hiring, training, coaching, and performance evaluation.
• Ensure high performance and CSAT for the Service Desk and End User Support Teams.
• Oversee the delivery of IT projects, ensuring they are completed on time, within budget, and according to specifications and quality standards.
• Monitor and evaluate the IT service delivery performance, using key performance indicators (KPIs), service level agreements (SLAs), and customer feedback.
• Identify and resolve IT service delivery issues, risks, and challenges, and implement corrective and preventive actions.
• Establish and maintain effective communication and collaboration with internal and external stakeholders, including senior management, IT vendors, and customers.
• Ensure compliance with IT governance, security, and regulatory requirements, and implement best practices and continuous improvement initiatives.

Education and Qualifications

• Bachelor's degree in computer science, information systems, or related field.
• Minimum 12 years of experience within IT service delivery roles showing progression through Service Desk, Management, Endpoint Management, ITSM, etc.
• Minimum 4 years of experience in a Director role.
• Proven leadership and management skills, with the ability to motivate and inspire a diverse team of IT professionals.
• Strong knowledge and experience in IT service delivery methodologies, frameworks, and tools, such as ITIL, Agile, DevOps, and ITSM.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to manage complex and dynamic IT service delivery environments.
• Proven leadership of Incident Management and Problem Management teams.
• Customer-oriented and results-driven mindset, with the ability to deliver high-quality IT services that meet or exceed customer expectations.

Personal attributes

• Strong interpersonal, influencing, collaboration and negotiation skills.
• Strong analytical, verbal, and written communication skills.
• Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment.
• Able to prioritize and execute tasks in a high-pressure environment.
• Ability to drive innovation and continuous improvement in IT infrastructure services.
• Ability to live and embody the QuadReal values: Integrity, Collaboration, Performance, Innovation, and Responsibility.