IT Service Delivery Director

24 godzin temu

Kraków, Lesser Poland Billtrust Pełny etat
Director, IT Service Delivery

The Director, IT Service Delivery will lead the strategic direction and tactical operations for the global Desktop Support team, ensuring high-quality service delivery across multiple international locations.

Key Responsibilities:
  • Develop and implement a comprehensive IT service delivery strategy, aligning with the evolving needs of the business.
  • Lead the global Desktop Support team, fostering a culture of excellence, collaboration, and professional development.
  • Define and monitor performance metrics and KPIs to drive continuous improvement in service delivery.
  • Build a scalable end-user support organization that adapts to company growth, ensuring operational efficiency and responsiveness.
  • Partner with leaders across the organization to identify and address areas for improvement in end-user training, technical support, and user experience.
  • Champion technical innovation by implementing automation tools and self-service portals to streamline IT support processes and enhance user productivity.
  • Act as the final escalation point for complex technical issues, troubleshooting problems across the organization and coordinating cross-functional solutions.
  • Oversee the annual hardware refresh cycle and ensure timely procurement and deployment of resources to meet organizational needs.
  • Ensure the Desktop Support team adheres to all relevant regulations and standards, maintaining a secure computing environment across all locations.
  • Develop and implement a comprehensive IT asset management strategy, including lifecycle management, inventory tracking, and disposal processes.
  • Maintain strong relationships with key vendors to ensure cost-effective procurement of hardware, software, and support services.
Requirements:
  • Bachelor's Degree in Information Technology, Management Information Systems, or a related field (or equivalent experience).
  • 10+ years of relevant experience leading IT service delivery functions, with proven ability to thrive in a fast-paced, results-driven environment.
  • Demonstrated success in mentoring, developing, and leading distributed IT support teams across multiple global locations.
  • Strong understanding of Windows, Active Directory, and Group Policy management, along with experience supporting various operating systems (macOS, Linux, Windows, Azure Virtual Desktop).
  • Experience with IT compliance standards, including PCI, HIPPA, SOX, and GDPR, and a deep understanding of cybersecurity best practices.
  • Ability to communicate effectively and work cross-functionally with teams in various global regions, including sales, finance, and operations.
  • Familiarity with cloud-based infrastructures (Azure, AWS) and experience in driving efficiency through automation and self-service technologies.
What We Offer:
  • A hybrid work environment that balances flexibility and collaboration.
  • A culture that lives its values, guiding decisions and fostering a sense of community.
  • Flexible working hours that support work-life balance.
  • Opportunities for growth and development, including mentorship initiatives and specialized training.
  • Recognition and rewards for outstanding performance and contributions.
  • A comprehensive array of benefits and perks designed to support well-being and enhance the overall experience.

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