Director of IT Service Delivery - Trova Search - Hybrid in Dallas, TX, US | Dice.com

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Director of IT Service Delivery

Hybrid in Dallas, TX, US • Posted 6 days ago • Updated 6 days ago

Full Time

25% Travel Required

Hybrid

$140,000 - $155,000/yr

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Trova Search

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Job Details

Skills

ITIL
SLA's
telphony
service desk
AC
SCCM
Help Desk Management
Intune

Summary

Overview:

Responsible for leading the global IT Service Delivery and Help Desk operations, playing a critical role in shaping and executing the broader IT strategy. Oversees the design, implementation, and ongoing management of end-user services to ensure that employees operate with optimal efficiency, reliability, and security. Directs the firm s resources (people, processes, and tools) with expertise and agility, while also mentoring team members and promoting a culture that reflects the organization s values and mission. Partners cross-functionally with other teams and departments on ad-hoc projects and initiatives as required.

Responsibilities:

Position:

Leads and mentors a global team responsible for all enterprise end user services (device lifecycle management, asset management, procurement, license entitlement management, end point and applications management, peripheral services, identity on/offboarding, and end user support)
Manages end-to-end delivery of IT Service Delivery projects, setting deadlines, prioritizing, assigning responsibilities, coordinating resources, monitoring progress, communicating, and providing regular status updates
Manages the outsourced Help Desk service provider, ensuring operational effectiveness, ongoing process enhancements, quality standards, and adherence to service-level agreements
Collaborates with technology teams and business partners to ensure employees are equipped with efficient, reliable, and secure technology, while maintaining cost efficiency and alignment with enterprise standards
Establishes, plans, and administers the operating procedures and goals for the group
Promotes a culture of accountability and collaboration ensuring the timely, accurate, and consistent delivery of quality service and communications are being provided to business partners
Uses performance measurement techniques, including SLA/OLA data, service/support metrics, KPIs, etc., to continually drive service and quality improvements
Responds to and oversees technical escalations in a professional and timely manner
Fosters and maintains strong working relationships with team members and other departments involved in supporting and delivering capabilities to the firm
Establishes and maintains strong relationships with third-party providers through robust vendor management strategies, ensuring timely service delivery, compliance with SLAs, cost-effectiveness, high-quality service, and innovation through effective collaboration and governance
Reviews and approves technology expenditures, proposals, and purchase requests
Collaborates with business and technology teams to develop and manage budgets and financials.
Develops and maintains detailed written standards, policies, and procedures consistent with departmental and company guidelines
Ensures all technology and departmental activities comply with company, security, regulatory and regional requirements
Stays current with industry trends, technological advancements, and leverages these capabilities to improve and streamline the operation
Provides after-hours support as needed for high severity situations
Performs other duties assigned by leadership

Cultural:

Models and holds others accountable to the firm s cultural values, including a commitment to quality, innovation, learning and growth
Acts with a positive, service-driven attitude with a commitment to going above and beyond to help customers and team members
Facilitates team s self-evaluation to distill and distribute lessons learned within the firm, in collaboration with leadership
Actively invests in the professional development of staff through mentoring, performance management, and career planning
Manages conflict effectively and encourages a healthy team environment
Fosters and maintains a collaborative professional working relationship with the project team, including promoting communication and creating approachability
Takes personal responsibility for fostering a green workplace through sustainable work practices
Endorses the firm s cultural values, including a commitment to quality, innovation, learning and growth

Financial:

Responsible for planning and directing the group s budget, goals, and objectives in collaboration with leadership
Monitors labor and expenditures and tracks against budget for operations and projects
Builds, updates, executes and oversees project schedule assuring deliverables are completed on time and aligned with the budgeted labor; recalibrates as necessary
Applies skills to minimize risks, maximize value, and seeks means to improve efficiencies and reduce costs
Responsible for delivering a project on defined budget requirements and maintaining accountability to project plan and planned utilization rate

Revenue or Opportunity Generation:

Develops professional networks; may participate in professional organizations and act as an ambassador for the organization
May assist in maintaining and cultivating essential relationships

Qualifications:

Bachelor s degree in Computer Science or related field, or equivalent work experience
Certification in one or more of an accredited frameworks (ITIL, COBIT, CompTIA) or equivalent work experience
Typically with 15+ years of experience in IT service delivery or an IT operations role with 5+ years developing and implementing successful IT strategies
Typically with 3+ years of experience managing cross functional remote geographical teams
Typically with 3+ years of experience managing outcomes associated with outsourced/vendor managed services, including contract and SLA management
Deep technical proficiency with the following:

Microsoft/Azure directory services administration
Microsoft 365 administration
Windows and MAC operating system administration
High performance computing hardware solutioning
Resolving endpoint hardware and software issues

Technical proficiency with the following:

Microsoft Intune/SCCM
ServiceNow
MS Office Suite (Word, Excel, PowerPoint, Outlook, Teams)

Experience in logistics management including connecting people and resources to the right place at the right time
Successful track record with managing a team and performing duties in a fast-paced environment
Excellent customer service, interpersonal skills and the ability to interact with all levels of staff
Strong ability to set goals and measures for organizational performance
Strong analytical skills (technical and non-technical problem-solving skills)
Strong work ethic and eagerness to produce high quality, accurate results
Ability to engage and navigate conflicts to achieve constructive outcomes
Ability to hold sensitive information with a high level of confidentiality and integrity
Ability to manage team with diplomatic and collaborative leadership style which puts value on relationships and collaboration, both internal and external
Ability to proactively use innovative solutions to solve problems
Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
Ability to work on multiple projects at the same time
Ability to effectively meet deadlines at expected quality
Travel may be required.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91117450
Position Id: 8799154
Posted 6 days ago

Company Info

About Trova Search

At Trova, we strive to build a meaningful legacy of excellence for our community, clients, families, consultants, and candidates. We are committed to optimizing the values of others by building relationships that are the lifeblood of all business.Our community flourishes when businesses are connected with the talent they need and candidates find a rewarding and fulfilling position.

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Director of IT Service Delivery

Trova Search

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