Director of Service Delivery

3 weeks ago

Hoffman Estates, United States Fulcrum Global Technologies Full time
Job DescriptionJob Description

About Fulcrum

We operate at the intersection of technology and law, in an industry that demands agility and innovation. Our team is dedicated to developing advanced solutions for legal professionals.

Our daily work involves tackling intricate challenges, providing reliable, efficient, and smart solutions for legal experts across the globe. Join us in reshaping the legal landscape with groundbreaking technology.

The Role

The Director of Service Delivery is a member of the Service Management Team. The position primarily entails ensuring the services we provide to our customers are being managed effectively and to improve and maintain service performance, quality and stability. This role will work and collaborate with several internal teams including solution delivery, project implementation and key stakeholders. This is a customer facing role and you will be the first point of contact for queries, escalations, KPIs, etc.

The Director of Service Delivery is responsible for:

  • Managing day-to-day governance and delivery of IT Service Management (ITSM) processes, including Change Management, Problem Management, Incident Management, and Major Incident Management.
  • Management of the service to the end Customer. For Example act as a point of escalation for co-ordination, resolution and intervention across service management operations. Facilitating additional services eg Advisory days, Root Cause Analysis investigations, etc Leading the Minor Enhancement process for specific clients
  • Ensuring the purpose and approach of ITSM is communicated and understood within the IT Service Delivery teams, Senior Management and end Customer. Including coaching SD and support team colleagues as required.
  • Establishing, maintaining and reporting on key performance indicators (KPIs). managing service levels, ensuring regular service reporting, trend spotting and pro-active problem management
  • Working with the Solutionand Service Delivery teams to ensure continual service improvements (CSIP), to meet the expectations of our customers.
  • Champion best practice within Fulcrum by delivering training and knowledge to existing and new members.
  • Being an interface for service introduction for new services or product releases with project and transition resources. Manage Hypercare and seamless transition to normal BAU operations.
  • Providing regular input into improving the Service Management processes and toolset.
  • Assisting with the development and delivery of training and documentation related to ITSM processes.
  • Ensuring change, releases and patching follow Change Control and are planned, accessed and communicated in advance
  • Growing this role in new ways and the development of new processes, as ITSM matures at Fulcrum.
  • Working as part of the SDM global team to provide 24x7 coverage for MIs including communication, leadership, co-ordination etc across clients and teams. This includes being part of the escalation process and escalating to senior managers as required.

Additional accountabilities:

Any other duties as deemed necessary to achieve company goals

Person Specification

Qualification and Experience:

  • ITIL Service Management certified.
  • Experience working in an ITIL process driven organization.
  • Knowledge and experience supporting SAP and integrated systems globally.
  • Ability to cope well in a fast paced environment .
  • Proactive, Customer focussed attitude and approach.
  • Sound judgement in decision-making.
  • Experience of global support operations.
  • Ability to lead virtual teams with strong communication skills, both verbal and written.
  • Flexible, proactive and adaptable to change.
  • Proven track record of service management and delivery in a global environment including resource management, customer management, performance management and service improvement with reasonably sized teams with a mix of directly managed and matrixed managed staff.
  • A varied background covering process, service desk, end user computing and applications. Desirably exposure to project management, service management, business change management and IT Training.

Skills and Abilities

  • Demonstrable leadership, negotiation, communication and influencing skills with the ability to motivate and engage individuals.
  • Ability to think laterally and creatively to develop innovative plans and identify improvement opportunities.
  • Adaptability in an ambiguous fast-moving environment while also driving toward clarity and solutions.
  • Ability to inspire trust and credibility, set out clear directions, and inspire others through indirect leadership.
  • Ability to grasp critical issues and distil them into clear and manageable priorities, weighing costs and benefits, and explaining complex technical or process concepts to others in "plain English" as needed.
  • Business acumen.

Diversity and Inclusion

We value difference and promote a culture of respect for each individual. We encourage workforce diversity in all aspects and at all levels and in doing so create an environment where everyone can realise their full potential and career ambitions on the basis of merit and skill.

  • Director of Service Delivery

    4 weeks ago

    Hoffman Estates, United States Fulcrum Global Technologies Full time

    Job DescriptionJob DescriptionAbout FulcrumWe operate at the intersection of technology and law, in an industry that demands agility and innovation. Our team is dedicated to developing advanced solutions for legal professionals.Our daily work involves tackling intricate challenges, providing reliable, efficient, and smart solutions for legal experts across...

  • Director of Lifelong Faith Formation

    2 weeks ago

    Hoffman Estates, United States Archdiocese of Chicago Full time

    Opportunities at Parishes in the Archdiocese of Chicago Description: The Director of the Lifelong Formation is responsible for assisting the Pastor with overall lifelong formation efforts to ensure everyone in parish encounters Jesus Christ and deepens their commitment to Him and His Church. The scope of this role is to discern, design, and implement ongoing...

  • Director of Lifelong Faith Formation

    10 hours ago

    Hoffman Estates, United States Archdiocese of Chicago Full time

    Opportunities at Parishes in the Archdiocese of Chicago Description: The Director of the Lifelong Formation is responsible for assisting the Pastor with overall lifelong formation efforts to ensure everyone in parish encounters Jesus Christ and deepens their commitment to Him and His Church.The scope of this role is to discern, design, and implement ongoing...

  • Associate Delivery Manager- Hybrid

    2 days ago

    Hoffman Estates, United States Vistex Full time

    Vistex Associate Delivery Manager, Solution Delivery will lead project initiatives or manage multiple engagements for a single Vistex customer. The primary responsibility of this role is to build client relationships and successfully deliver the assigned projects. The Associate Project Manager will provide thought leadership across all technical and business...

  • Group Finance Director

    4 weeks ago

    Hoffman Estates, United States Sensient Technologies Full time

    Job Description At Sensient Technologies, we are experts in the science, art and innovation of color and flavor. We are market-savvy and visionary. We are problem solvers. And we will be better with you. Sensient Technologies is seeking an experienced Group Finance Director. This influential leader will partner across the Flavors Group to ensure effective...

  • Regional Procurement Director

    4 days ago

    Hoffman Estates, United States Sensient Technologies Full time

    Job Description At Sensient Technologies , we are experts in the science, art and innovation of color and flavor. We are market savvy and visionary. We are problem solvers. And we will be better with you. Does driving change inspire you? Sensient is seeking a North America Procurement Director to drive change and lead a team of category managers that is...

  • Director of Operations Now Arena

    1 day ago

    Hoffman Estates, United States Oak View Group Full time

    Overview: Under the Assistant General Manager/General Manager supervision, the Director of Operations is responsible for all day - to - day and event-related facility operation. Additional responsibilities will include direct, supervise, and schedule all aspects of operations including operations crew, and working cooperatively with other departments to...

  • Regional Procurement Director

    3 weeks ago

    Hoffman Estates, United States Sensient Technologies Full time

    Job Description At Sensient Technologies, we are experts in the science, art and innovation of color and flavor. We are market savvy and visionary. We are problem solvers. And we will be better with you. Does driving change inspire you? Sensient is seeking a North America Procurement Director to drive change and lead a team of category managers that is...

  • Customer Service Representative

    3 days ago

    Hoffman Estates, United States Mr. Rooter of Cook County Full time

    Job DescriptionJob DescriptionAs a Customer Service Representative, you are a key member in upholding our service philosophy to provide the highest level of customer service. You are responsible for handling incoming calls and scheduling service calls to meet customer requirements. Exemplifying our code of values, you show respect and courtesy to all...

  • Customer Service Representative

    2 days ago

    Hoffman Estates, United States Mr. Rooter of Cook County Full time

    Job DescriptionJob Description***We are seeking individuals that are on time to work, do not have an attendance issue, have a positive attitude and a loyal personality towards the employer , someone that is willing to learn , teach others and take feedback , someone that has a friendly customer service phone voice . We are seeking entry level or experienced...

  • Director of Operations| NOW Arena

    2 days ago

    Hoffman Estates, United States AEG Full time

    In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen. Overview Under the Assistant General Manager/General Manager supervision, the Director of Operations is responsible for all day- to - day and event-related facility operation. Additional...

  • Plumbing Service Technician

    3 weeks ago

    Hoffman Estates, United States Mr. Rooter of Cook County Full time

    Job DescriptionJob DescriptionThe Plumbing Service Technicianis key member of our team, performing service work on plumbing systems in commercial and residential environments. Exemplifying our code of values, you show respect and courtesy to all customers and employees. Ideally you have prior experience in the plumbing industry and have proven communication...

  • Group Finance Director

    2 weeks ago

    HOFFMAN ESTATES, IL, United States Sensient Technologies Full time

    At Sensient Technologies, we are experts in the science, art and innovation of color and flavor. We are market-savvy and visionary. We are problem solvers. And we will be better with you. Sensient Technologies is seeking an experienced Group Finance Director. This influential leader will partner across the Flavors Group to ensure effective controls and...

  • Allocation Analyst, Inventory Management

    5 days ago

    Hoffman Estates, United States Claire's Full time

    **This is a hybrid role located in Hoffman Estates, IL** The Allocation Analyst, Inventory Management is the primary user of Blue Yonder Inventory Systems for Allocation and Replenishment / Fulfilment for both Fashion and Core product. The Allocation Analyst is responsible for managing the timely allocation of new and repeat stock to the North American...

  • Senior Project Manager

    2 days ago

    Hoffman Estates, United States Vistex Full time

    Vistex is an SAP software solutions extensions partner serving businesses of all sizes worldwide across a spectrum of industries by managing their master data, contracts, pricing, rebates and incentive programs. Our solutions provide unprecedented visibility into the breadth and depth of go-to-market programs and enable businesses with insightful information...

  • Manager, National Accounts

    4 weeks ago

    Hoffman Estates, United States Heritage-Crystal Clean LLC Full time

    Crystal Clean (CC) is one of the nation’s leading privately held companies in the environmental waste services industry. We are seeking highly motivated individuals with a strong work ethic to join our rapidly growing company. Crystal Clean offers competitive compensation, excellent benefits, and opportunities for advancement. We are willing to provide...

  • Explore support near

    7 days ago

    Hoffman Estates, United States Wyndy.com, Inc. Full time

    Support near 60192 is responsible for providing assistance and guidance to individuals in need. This role involves offering support, problem-solving, and advocacy to promote the well-being and success of individuals. Support personnel collaborate with various stakeholders to ensure the delivery of appropriate resources and services. They maintain effective...

  • Manager, National Accounts

    5 days ago

    Hoffman Estates, United States Heritage-Crystal Clean, Inc. Full time

    Crystal Clean (CC) is one of the nation’s leading privately held companies in the environmental waste services industry. We are seeking highly motivated individuals with a strong work ethic to join our rapidly growing company. Crystal Clean offers competitive compensation, excellent benefits, and opportunities for advancement. We are willing to provide...

  • Manager, National Accounts

    7 days ago

    Hoffman Estates, United States Heritage-Crystal Clean LLC Full time

    Crystal Clean (CC) is one of the nation's leading privately held companies in the environmental waste services industry. We are seeking highly motivated individuals with a strong work ethic to join our rapidly growing company. Crystal Clean offers competitive compensation, excellent benefits, and opportunities for advancement. We are willing to provide...

  • Manager, National Accounts

    3 weeks ago

    Hoffman Estates, United States Crystal Clean, LLC Full time

    Job DescriptionJob DescriptionCrystal Clean (CC) is one of the nation's leading privately held companies in the environmental waste services industry. We are seeking highly motivated individuals with a strong work ethic to join our rapidly growing company. Crystal Clean offers competitive compensation, excellent benefits, and opportunities for...