IT Service Delivery Director

6 days ago

Houston, Texas, United States Carriage Services Full time

Job Title: IT Service Delivery Director

Location: Houston, Texas Galleria Area

Compensation: $105K+

As a seasoned IT Service Delivery Manager at Carriage Services, you will play a pivotal role in defining the strategy and execution of technology service delivery and support across the organization. Your key responsibilities will include establishing and maintaining relationships between Information Technology and business stakeholders, driving strategy and execution of helpdesk & field support teams to meet or exceed business expectations, tracking and reporting KPIs, providing oversight to 3rd party service providers, and building a long-term roadmap for service delivery.

Key Responsibilities:

  • Develop and Administer Staffing Model: Establish a comprehensive staffing model that meets the needs of the organization, including process framework and governance model for Change Management, Incident & Request Management, Major Incident Management, Problem Management, Vendor Management, and Asset Management.
  • Team Leadership and Management: Perform coaching/mentoring and management of help desk and field support teams, including HR and administration services such as goal setting, compensation management, interviews, onboarding, performance evaluation, career development, and disciplinary actions.
  • Role Definition and Team Building: Define roles, skill sets, and responsibilities of staff and build a high-performing team within and across regions.
  • Performance Assessments and Training: Conduct performance assessments, technical training programs, and client experience training to ensure team members have the necessary skills to excel in their roles.
  • Foster Business Partnership: Build strong relationships with business stakeholders through effective communication, colleague focus, and relationship building.
  • Service Management Platform: Build out the Service Management platform using ZoHo for reporting, knowledge base, incident & request management, and change management.
  • KPI and SLA Management: Report and manage KPIs and SLAs for internal services as well as 3rd party supplier agreements.
  • Continuous Improvement: Drive continuous improvement plans focused on FCR, MTTR, and aging tickets to enhance service delivery and customer satisfaction.
  • Support Transition Model: Develop and implement a support transition model for new technology services moving from build to run state.
  • Problem Management Best Practices: Establish problem management best practices along with building and maintaining continuous improvement plans across various technology domains.
  • Policies and Procedures: Ensure delivery of Site Support Services functions, policies, and procedures in accordance with policies and standards.

Qualifications:

  • Bachelor's Degree or Equivalent Experience: A bachelor's degree or equivalent experience in a related computing field is preferred.
  • Technical Experience: 7+ years of technical experience in a multi-state corporate environment.
  • IT Supervisory Experience: 3+ years of IT supervisory experience in a corporate environment.
  • Documentation Skills: Experience documenting information flows.
  • Knowledge of IT Processes: Knowledge of IT processes, general controls, project management, and system development life cycles.
  • ITIL Certification: ITIL Foundation Level certification is required.
  • Industry Certificates: Industry-related certificates are a plus or any similar combination of education and experience.
  • Customer Service Skills: Excellent internal and external customer service skills.
  • Interpersonal Skills: Strong interpersonal skills required to interact with clients and team members.
  • IT Process Knowledge: Excellent and demonstrated knowledge of IT processes and procedures, specifically Incident, Problem, Change, and Service Level Management (ITIL).

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