Director of IT Service Delivery

Join to apply for the Director of IT Service Delivery role at HKS, Inc.Join to apply for the Director of IT Service Delivery role at HKS, Inc.OverviewResponsible for leading the global IT Service Delivery and Help Desk operations, playing a critical role in shaping and executing the broader IT strategy. Oversees the design, implementation, and ongoing management of end-user services to ensure that employees operate with optimal efficiency, reliability and security. Directs the firm’s resources (people, processes, and tools) with expertise and agility, while also mentoring team members and promoting a culture that reflects the organization’s values and mission. Partners cross-functionally with other teams and departments on ad-hoc projects and initiatives as required.OverviewResponsible for leading the global IT Service Delivery and Help Desk operations, playing a critical role in shaping and executing the broader IT strategy. Oversees the design, implementation, and ongoing management of end-user services to ensure that employees operate with optimal efficiency, reliability and security. Directs the firm’s resources (people, processes, and tools) with expertise and agility, while also mentoring team members and promoting a culture that reflects the organization’s values and mission. Partners cross-functionally with other teams and departments on ad-hoc projects and initiatives as required.ResponsibilitiesPosition: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 updatesManages the outsourced Help Desk service provider, ensuring operational effectiveness, ongoing process enhancements, quality standards and adherence to service-level agreementsCollaborates 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 standardsEstablishes, plans and administers the operating procedures and goals for the groupPromotes a culture of accountability and collaboration ensuring the timely, accurate, and consistent delivery of quality service and communications are being provided to business partnersUses performance measurement techniques, including SLA/OLA data, service/support metrics, KPIs, etc., to continually drive service and quality improvementsResponds to and oversees technical escalations in a professional and timely mannerFosters and maintains strong working relationships with team members and other departments involved in supporting and delivering capabilities to the firmEstablishes 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 governanceReviews and approves technology expenditures, proposals, and purchase requestsCollaborates 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 guidelinesEnsures all technology and departmental activities comply with company, security, regulatory and regional requirementsStays current with industry trends, technological advancements, and leverages these capabilities to improve and streamline the operationProvides after-hours support as needed for high severity situationsPerforms other duties assigned by leadershipCulturalModels and holds others accountable to the firm’s cultural values, including a commitment to quality, innovation, learning and growthActs with a positive, service-driven attitude with a commitment to going above and beyond to help customers and team membersFacilitates team’s self-evaluation to distill and distribute lessons learned within the firm, in collaboration with leadershipActively invests in the professional development of staff through mentoring, performance management and career planningManages conflict effectively and encourages a healthy team environmentFosters and maintains a collaborative professional working relationship with the project team, including promoting communication and creating approachabilityTakes personal responsibility for fostering a green workplace through sustainable work practicesEndorses the firm’s cultural values, including a commitment to quality, innovation, learning and growthFinancialResponsible for planning and directing the group’s budget, goals, and objectives in collaboration with leadershipMonitors labor and expenditures and tracks against budget for operations and projectsBuilds, updates, executes and oversees project schedule assuring deliverables are completed on time and aligned with the budgeted labor; recalibrates as necessaryApplies skills to minimize risks, maximize value, and seeks means to improve efficiencies and reduce costsResponsible for delivering a project on defined budget requirements and maintaining accountability to project plan and planned utilization rateRevenue Or Opportunity GenerationDevelops professional networks; may participate in professional organizations and act as an ambassador for HKSMay assist in maintaining and cultivating essential relationshipsQualificationsBachelor’s degree in Computer Science or related field, or equivalent work experienceCertification in one or more of an accredited frameworks (ITIL, COBIT, CompTIA) or equivalent work experienceTypically with 15+ years of experience in IT service delivery or an IT operations role with 5+ years developing and implementing successful IT strategiesTypically with 3+ years of experience managing cross functional remote geographical teamsTypically with 3+ years of experience managing outcomes associated with outsourced/vendor managed services, including contract and SLA managementDeep technical proficiency with the following:Microsoft/Azure directory services administrationMicrosoft 365 administrationWindows and MAC operating system administrationHigh performance computing hardware solutioningResolving endpoint hardware and software issuesTechnical proficiency with the following:Microsoft Intune/SCCMServiceNowMS Office Suite (Word, Excel, PowerPoint, Outlook, Teams)Experience in logistics management including connecting people and resources to the right place at the right timeSuccessful track record with managing a team and performing duties in a fast-paced environmentExcellent customer service, interpersonal skills and the ability to interact with all levels of staffStrong ability to set goals and measures for organizational performanceStrong analytical skills (technical and non-technical problem-solving skills)Strong work ethic and eagerness to produce high quality, accurate resultsAbility to engage and navigate conflicts to achieve constructive outcomesAbility to hold sensitive information with a high level of confidentiality and integrityAbility to manage team with diplomatic and collaborative leadership style which puts value on relationships and collaboration, both internal and externalAbility to proactively use innovative solutions to solve problemsAbility to work and collaborate in a team environment, and ability to work independently and prioritize workAbility to communicate and present ideas in a clear, concise and professional manner both verbally and in writingAbility to work on multiple projects at the same timeAbility to effectively meet deadlines at expected qualityTravel 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/VeteranSeniority levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesArchitecture and PlanningReferrals increase your chances of interviewing at HKS, Inc. by 2xGet notified about new Director Information Technology Services jobs in Dallas, TX.Assistant Director of IT, Enterprise ServicesPlano, TX $129,203.00-$229,505.00 2 months agoDirector - IT Infrastructure and NetworkDallas, TX $160,000.00-$180,000.00 2 days agoAssociate Director -- Infrastructure TransformationPlano, TX $174,100.00-$261,100.00 3 weeks agoAssociate Director IT Governance and Process ImprovementSr. Director, HR and Payroll Service Technology (Workday)Irving, TX $185,900.00-$309,800.00 2 weeks agoAssociate Director, Global Business Svcs Tech Enablement StrategyAssociate Director, Global Business Svcs Tech Enablement StrategyPublic Relations Account Director (B2B Technology, Cybersecurity, Financial Services)Assistant Director of IT, Planning & Delivery ServicesPlano, TX $129,203.00-$229,505.00 6 days agoDallas, TX $190,000.00-$220,000.00 3 weeks agoIT Director - Development, Operations & SecurityDirector, IT Security and Risk ManagementTechnology Project Senior Manager - Director – Irving (Hybrid)Irving, TX $170,000.00-$300,000.00 2 weeks agoWe’re unlocking community knowledge in a new way. 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