Location: Remote with periodic onsite presence in Southwestern Arizona
Duration: 6-month contract
Employment Type: Contract
Position Summary
We are seeking an experienced Director of IT Operations / Service Delivery to provide leadership for enterprise IT support operations, including Service Desk and Field Services. This individual will be responsible for ensuring reliable, responsive technology support while driving improvements in service delivery, operational processes, customer experience, and the use of the ServiceNow platform.
The ideal candidate combines strong IT operations leadership with hands-on knowledge of ITSM processes and ServiceNow. This position will work closely with technology, business, and operational leadership and will play an important role in improving service quality, support processes, performance measurement, and end-user satisfaction.
Key Responsibilities
- Provide leadership and strategic direction for IT Service Desk and Field Services operations.
- Develop and execute an IT service delivery roadmap focused on reliability, customer experience, efficiency, and continuous improvement.
- Oversee and optimize ServiceNow capabilities supporting areas such as Incident, Request, Change, and Asset Management.
- Identify opportunities to automate and streamline IT support processes through ServiceNow and other technologies.
- Establish service-level metrics, KPIs, performance benchmarks, and reporting to measure operational effectiveness.
- Develop and maintain support standards, escalation procedures, operating processes, and service management practices.
- Serve as a leadership escalation point during major technology incidents and service disruptions.
- Manage and mentor IT support leaders and staff while establishing clear expectations and performance standards.
- Evaluate staffing requirements and ensure teams have the skills and resources necessary to support organizational needs.
- Manage vendor relationships supporting IT operations, service management, and end-user technologies.
- Develop and manage departmental budgets and identify opportunities to improve operational efficiency and control costs.
- Partner with business and technology leaders to ensure IT services support organizational priorities.
- Drive continuous service improvement using operational data, customer feedback, ServiceNow reporting, and industry best practices.
- Promote a highly customer-focused culture throughout IT support operations.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field.
- 7+ years of progressive IT leadership experience.
- 3+ years leading Service Desk, Field Services, End User Computing, IT Service Delivery, or similar operations.
- 3+ years of experience working with and optimizing ServiceNow.
- Strong understanding of IT service management processes, including Incident, Request, Change, and Asset Management.
- Experience managing IT operational metrics, SLAs/KPIs, service quality, and continuous improvement initiatives.
- Demonstrated experience leading teams and developing IT professionals.
- Experience managing vendors, budgets, and operational resources.
- Strong executive-level communication and stakeholder management skills.
- Ability to lead effectively during major incidents and other high-priority operational situations.
Preferred Qualifications
- Master’s degree.
- Healthcare IT experience, particularly within a hospital or health system.
- Experience supporting geographically distributed facilities and users.
- Experience leading ServiceNow expansion, optimization, or modernization initiatives.
- ITIL or related IT service management certification.
Work Arrangement
This position is primarily remote; however, candidates should be able to travel periodically to an onsite location in Southwestern Arizona as business needs require. Candidates located in Arizona or the surrounding region are preferred.
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