Summary:
The Service Delivery Director is a key leadership role responsible for overseeing the successful delivery of digital workplace solutions to a diverse portfolio of public and private sector clients. This role demands a strong understanding of ITIL practices, digital transformation and digital employee experience, a deep technical background across various technologies (including ServiceNow ITSM, Tanium DEX, endpoint management) to provide AI-driven service along with exceptional leadership and communication skills.
Responsibilities:
Service Delivery Management
- Lead and manage the service delivery teams responsible for application maintenance, cloud (public, private, hybrid), digital workplace services, and on‑premises infrastructure services.
- Ensure services are delivered in accordance with contractual obligations, meeting or exceeding service level agreements (SLAs) and experience level agreements (XLAs) for digital employee experience.
- Develop and implement service delivery strategies, processes, and procedures to optimize efficiency, effectiveness, and end‑user experience across all digital channels (service desk, self‑service, virtual agents, and workplace support).
- Oversee incident, problem, and change management processes, ensuring timely resolution, minimal disruption to clients, and effective use of AIOps for early detection, noise reduction, and automated remediation.
- Conduct regular service and experience reviews with clients to assess performance, DEX metrics, and AI/AIOps value realization, identify areas for improvement, and foster strong relationships.
Digital Workplace, Transformation & Experience
- Champion the digital workplace and drive the adoption of modern workplace services, tools, and operating models that enhance productivity and collaboration for end users.
- Lead digital transformation and experience initiatives in partnership with client stakeholders, ensuring alignment to the client’s digital roadmap, ITSM processes, and service level commitments.
- Drive continuous improvement of digital employee experience by leveraging analytics, DEX tooling, end‑user feedback, and journey mapping to prioritize and implement experience‑focused enhancements.
- Promote and govern the use of AI‑powered support capabilities (e.g., virtual agents, knowledge‑driven self‑service, AI‑assisted support) to increase automation, ticket deflection, and first‑contact resolution.
- Define and track KPIs and experience‑centric measures (such as DEX scores, self‑service adoption, and AI/AIOps benefit realization) and incorporate them into regular reporting and governance.
AIOps, Automation & Innovation
- Work closely with AI Innovation and Service Governance lead to own the strategy and roadmap for AIOps adoption across monitoring, event management, incident response, and capacity/availability management.
- Ensure AIOps platforms are integrated with ITSM, monitoring, and observability tools to provide actionable insights, predictive analytics, and automated remediation where appropriate.
- Identify, prioritize, and implement automation opportunities across service desk, workplace, deskside support to improve speed, quality, and consistency of service delivery.
- Collaborate with architecture, engineering, and operations teams to ensure solutions are robust, scalable, secure, and designed for observability and AI‑assisted operations.
- Lead periodic innovation and improvement reviews with clients to present new use cases, proofs of value, and incremental enhancements in digital workplace, DEX, AI, and AIOps.
Team Leadership
- Mentor, motivate, and foster cross‑functional collaboration between service desk, deskside support, digital workplace support and ITSM teams.
- Provide guidance, coaching, and development opportunities to team members in ITSM, digital workplace, DEX practices, and AIOps/automation capabilities.
- Foster a culture of collaboration, accountability, innovation, and continuous improvement focused on user‑centric and experience‑centric outcomes.
Client Relationship Management
- Build and maintain strong relationships with key client stakeholders, including business, IT, and digital workplace leaders.
- Serve as a trusted advisor, providing strategic guidance and recommendations on technology solutions, digital workplace strategies, and AI/AIOps‑enabled service models.
- Proactively address client concerns and escalations, ensuring timely and effective resolution and clear communication of improvement actions and experience outcomes.
Financial Management
- Contribute to the development and management of service delivery and digital workplace budgets.
- Monitor and control costs, identifying opportunities for optimization through automation, AI/AIOps, and improved service design.
- Track and report on key performance indicators (KPIs) and DEX metrics related to service delivery, transformation outcomes, and value realization.
Qualifications
Education
- Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.
Experience
- 10+ years of progressive experience in IT service delivery, with at least 5+ years in a leadership role.
- Proven track record of successfully delivering a, digital workplace, and on‑premises infrastructure services to public and private sector clients.
- Experience managing large, complex IT environments and leading digital transformation or digital workplace initiatives with measurable improvements in digital employee experience.
- Experience with ITIL framework and best practices and with the adoption of AI, automation, and AIOps in IT operations and support.
Certifications
- ITIL v4 Foundation (required).
- ITIL v4 Managing Professional (preferred).
- Certifications in digital workplace, ITSM tools, or AIOps/observability platforms are advantageous.
- Project Management certifications (PMP) are a plus.
Skills
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical, problem‑solving, and decision‑making abilities, with the ability to interpret operational, experience, and AIOps insights.
- Ability to work effectively in a fast‑paced, demanding environment and drive change across multiple stakeholder groups.
- Ability to manage multiple projects and priorities simultaneously across traditional and digital workplace domains.
- Strong understanding of IT security best practices and data protection considerations for digital workplace and AI‑enabled services.
- Good understanding of organizational change management practices.
