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Executive Director, IT Service Delivery

2 months ago

Peabody, Massachusetts, United States Harvard Partners Trusted IT Advisors Full time
Executive Director, IT Service Delivery

Harvard Partners Trusted IT Advisors seeks a seasoned professional to lead our End User Services team as Executive Director, IT Service Delivery.

About the Role

The Executive Director, IT Service Delivery will be responsible for overseeing the delivery of high-quality technical support to end users across the globe. This role requires a strong leader who can manage a team of internal and external resources, drive process improvement, and ensure seamless execution of IT services.

Key Responsibilities
  • Team Leadership: Manage a team of technical experts, providing guidance, mentorship, and support to ensure exceptional service delivery.
  • Service Delivery: Oversee the Incident Management process, ticketing system, and Service Catalog to ensure timely resolution of end-user issues and requests.
  • Process Improvement: Drive continuous service improvement initiatives, including the development and implementation of new processes and procedures.
  • Technical Expertise: Stay up-to-date with the latest digital and technology initiatives, ensuring the team's technical knowledge and skills are current and relevant.
  • Communication: Develop and maintain effective relationships with stakeholders, including end users, executives, and IT teams, to ensure seamless communication and collaboration.
Requirements
  • Leadership Experience: Proven track record of leading high-performing teams and driving process improvement.
  • Technical Expertise: Strong understanding of ITIL and other service management frameworks, as well as experience with Office 365, SharePoint Online, and other relevant technologies.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to tailor messages for diverse audiences.
  • Problem-Solving: Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
About Harvard Partners

Harvard Partners Trusted IT Advisors is a management consulting firm dedicated to helping companies maximize their IT investment. We work closely with C-Suite and Technology Teams to align technology strategy and organization with business objectives.

Our services include Program/Project Management, IT Assessments, Business Continuity/Disaster Recovery, and more. We pride ourselves on delivering supportive and collaborative engagements that drive consensus-based business outcomes.