Overview
We are seeking a highly skilled and experienced Global IT Service Delivery Director. The primary user-facing representative of IT, this role requires excellent stakeholder management, gravitas to engage senior business stakeholders, and the ability to diffuse difficult situations. In a global outsourced environment, the successful candidate will demonstrate effective control of IT delivery, including managing major service outages and incidents, in a calm, methodical and professional manner. A high level of personal organization and professionalism is required, with a can-do attitude and the ability to work to tight deadlines and under pressure. This role should inspire a positive work environment and champion quality, innovation, teamwork and service to the business.
Responsibilities
* Be a part of the Global IT Leadership Team, partnering with peers and stakeholders to deliver optimal IT service within budgets and resource capacity.
* Ensure Global IT Services are delivered to the highest standard across regions, measure satisfaction levels with business stakeholders, and act as the senior escalation point for IT delivery issues.
* Support continuous improvement of the global Service Delivery team, aid in personal development, recruitment, organization, training, coaching and appraisals.
* Own ITSM processes, monitor effectiveness, and identify opportunities to improve IT and business performance as part of a strategic roadmap of processes, standards and technologies.
* Deliver qualitative and quantitative performance metrics to aid issue identification, policy decisions and investment in service improvement.
* Proactively identify and manage Major Incidents, coordinate with global support teams to deliver timely resolutions, minimize impact and ensure rapid resumption of operations and security of assets.
* Gather formal and informal customer feedback to identify support issues and ideas, engage with the global IT team and outsourcing partner to plan and deliver solutions.
* Maintain knowledge of current and future technologies to provide technically accurate solutions and increase IT value.
* With the Manager Technology Platforms (IT and OT), ensure fit-for-purpose support contracts for user-facing IT systems, liaising with suppliers and managing them to obtain high-quality service.
* Define and manage the IT support and training budget.
Qualifications
* Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s degree preferred).
* 10+ years of leadership in building and managing a busy service delivery function across multiple locations.
* Minimum 5 years of delivering ITIL-based IT services in an outsourced environment.
* ITIL qualifications: ITIL V3 Certified, ISO 20000 professional or itSM certification.
* Strong leadership with the ability to inspire and motivate teams toward common goals.
* Excellent communication and interpersonal skills, capable of interacting with stakeholders at all levels.
* Strong analytical problem-solving skills for methodical, logical conclusions.
* Ability to plan and execute strategies leading to measurable business growth.
* Ability to negotiate demand and priorities with stakeholders.
* Hands-on experience delivering products and services, including proactive vendor management and negotiation.
* Proven track record of delivering innovation with tangible business benefits.
* Extensive knowledge of current IT services issues and trends, including security and data protection.
* Working knowledge of IT systems such as ServiceNow, SAP, Microsoft Azure, Windows 11, and Office 365 (desirable).
* Networking technologies (wired and wireless) and remote working technologies (e.g., Zscaler and dual-factor authentication).
We are committed to providing an environment of mutual respect and equal employment opportunities for all applicants and teammates without regard to race, color, religion, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military status, or any other characteristic protected by law. We value diversity and inclusion as critical to our success as a global company.
Seniority level
* Director
Employment type
* Full-time
Job function
* Information Technology
Industries
* Chemical Manufacturing
Director Infrastructure Solution Delivery
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