Director, Service Delivery

Description

The Director, Service Delivery will develop the strategy and roadmap for the IT teams that support network, infrastructure, cloud, IT service operations, global service desk, and local site support.  This position will plan, design, and direct all operational activities as well as provide direction and support for IT solutions that enhance business operations and meet security and compliance requirements.  The Director, Service Delivery will be an influencer to identify, recommend, develop, implement, and support technology solutions for all aspects of the organization.

Responsibilities

• Define Triumph’s IT strategic plan and roadmap outlining the initiatives needed to achieve desired deliverables; ensure the IT strategy is aligned with Triumph’s business goals
• Monitor status of the IT roadmap activities and periodically report out to leadership on the progress; proactively identify and mitigate risks or obstacles
• Guide business and IT leaders in making investment decisions that balance and prioritize current operational demands and opportunities with the long-term strategic vision of the organization
• Evaluate IT projects and infrastructure and make recommendations to support alignment with business processes, tactical planning, and strategic vision
• As part of the IT Leadership Team, partner with other IT leaders to ensure that IT services and initiatives that are delivered meet security and compliance requirements, and are within available budgets and resource capacity
• Review performance of IT systems to determine operational costs, productivity levels, and upgrade requirements
• Ensure that appropriate processes and technology are in place for enterprise-wide monitoring of compliance to applicable technology standards and policies

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• Lead asset management activities to inventory, benchmark, analyze, report on, and make recommendations for the improvement of IT, assets, and systems
• Create and manage Triumph’s Disaster Recovery Program to support a resilient environment
• Authorize and oversee the deployment, monitoring, maintenance, development, and support of all hardware and end user software based on department needs
• Develop business case justifications and cost/benefit analysis for IT spending and initiatives
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
• Establish and maintain regular communications with the organization’s senior leaders, department heads, and employees regarding pertinent IT activities
• Develop and implement best practices and techniques for ensuring that the services being delivered are meeting or exceeding expectations from the business
• Define and report on qualitative and quantitative metrics of service delivery performance, to support the identification and resolution of issues, policy and decision making, and guide investments for service improvement

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field. Master's degree preferred.
• 15 years+ experience managing infrastructure, network, cloud, and service desk departments
• Strong understanding and technical knowledge of current network and client operation systems, hardware, protocols, standards, such as Windows OS, cloud platforms like O365, Azure and AWS, Identity Access Management (IAM), IT Service Management (ITSM), database management systems like SQL Server, and Asset Management.
• Demonstrated experience in developing business processes, managing staff, budgeting, and/or overseeing business office operations.
• Demonstrated ability to apply IT in solving business problems.
• Extensive experience working in a team-oriented, collaborative environment.
• Some travel will be required for the purpose of meeting with site personnel, Management, and other stakeholders.
• Some evening and weekend work may be required.

Qualifications

• Prior experience in the aerospace, manufacturing, or another highly regulated industry is a plus.
• Strong analytical, problem solving, critical thinking and ‘attention to detail’ skills.
• Excellent oral/written communications, organizational, teamwork, time management, and interpersonal skills.
• Ability to multi-task in a dynamic, fast-paced environment.
• Demonstrate outstanding level of professionalism, including ability to exercise good judgment, discretion, tact, and diplomacy.
• Ability to analyze situations, identify existing or potential problems and recommend solutions.
• Drive and resourcefulness in making contributions both inside and outside assigned responsibilities.

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• Excellent organizational skills with the ability to set/manage priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities using project management and IT Service Management systems.
• Must be able to learn, understand, and apply new technologies.
• Exceptional problem/conflict resolution skills.
• Ability to influence people at all levels.
• Be an inspirational leader who is able to demonstrate enthusiasm and passion.
• Experience in exercising professional judgement successfully, e.g. knowing when to make decisions directly or when escalation to high levels of leadership is required.

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