Associate Director, IT Service Delivery - Remote

Overview

The Associate Director, IT Service Delivery is a critical leadership role responsible for ensuring the efficient and effective delivery of IT services to the organization, leading a team, and driving continuous improvement initiatives.

In Short

• Lead IT service delivery operations ensuring adherence to SLAs and KPIs.
• Develop and refine service management processes using ITIL framework.
• Monitor service performance and implement corrective actions.
• Establish efficient processes for end-user hardware and software delivery.
• Lead and mentor a high-performing IT service delivery team.
• Drive automation initiatives to enhance efficiency.
• Build strong relationships with business stakeholders.
• Ensure compliance with IT policies and standards.
• Assist in budget planning for ITSM operations.
• Support business continuity planning and risk assessments.

Requirements

• 10+ years of experience in IT service delivery management.
• ITIL certification (e.g., ITIL v4 Managing Professional).
• Hands-on experience with ITSM tools like ServiceNow and FreshService.
• Proven leadership and team management abilities.
• Strong communication and interpersonal skills.
• Experience in automating workflows within ITSM platforms.
• Solid understanding of IT infrastructure and operations.
• Preferable: Coding/scripting experience (JavaScript, Python).

Benefits

• Work in a global, remote-first environment.
• Be part of a community that values creativity and collaboration.
• Opportunity to lead and mentor a talented team.
• Engage in continuous improvement initiatives.
• Impact the service delivery for over 2 million businesses.