Director of IT Service Delivery

Overview:

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 HKS
• 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.

If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO/AA Employer: M/F/Disabled/Veteran