IT Service Delivery Director

3 days ago


Hebron, Kentucky, United States Pomeroy Technologies Full time

Job Overview:

Pomeroy Technologies seeks an exceptional IT Service Delivery Director to lead our operations management team. As a key member of our organization, you will be responsible for providing strategic governance for a business related to a specific account or set of accounts.

Key Responsibilities:

  • Lead the planning and execution of account governance to achieve strategic and operational objectives.
  • Develop and expand relationships across the client's organization to understand their business needs and formulate a roadmap for Pomeroy assistance in achieving their objectives.
  • Maintain frequent and effective client communications, including leading monthly business reviews.
  • Leverage and work effectively with Pomeroy service delivery leaders and their teams to meet and exceed client obligations.
  • Engage senior-level stakeholders within Pomeroy as an integral component of strategic account management.
  • Operate as an advocate for the client while also fostering the client into a Pomeroy advocate.
  • Oversight of daily activities of operations to maximize scheduling and real-time utilization of resources; analyze and recommend part-time, flexible, and full-time employee mix for the site.
  • Interface with Central Operations management to ensure smooth coordination of scheduling and maximization of schedule adherence; provide input on local conditions, identify needs, and receive direction on real-time staffing increases or decreases.
  • Evaluate the effectiveness of current systems and processes and make recommendations for improvements.
  • Supervise and develop a team of operations coordinators to ensure successful execution of daily operations.
  • Demonstrate strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
  • Develop and maintain strong relationships with clients and internal stakeholders to ensure effective communication and collaboration.

Requirements:

  • Bachelor's degree in Operations Management, Business Management, Statistics, or equivalent, and approximately 7-10 years of previous operations management experience, including forecasting, scheduling, and real-time operations management.
  • Experience in a distributed field support model
  • Experience with some network technologies, a plus, including telephony
  • Experience supervising, coaching, and developing staff
  • Working knowledge of the retail industry preferred
  • Analytical skills and statistical background desired


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