Job Description
Job Summary:
Leads enterprise service delivery strategy and operational governance across the service desk and field delivery functions. Establishes standards for incident management, escalations, and service performance; aligns delivery practices with enterprise technology strategy and business priorities.
Key Responsibilities:
Defines service delivery strategy, operational governance, and enterprise-level performance standards for service desk and field delivery to ensure alignment with business and technology objectives.
Oversees performance management of managers and service desk leadership and drives continuous improvement and reporting cadence across service delivery functions.
Ensures compliance with service management frameworks and enterprise policies and aligns operations to risk and regulatory obligations across the organization.
Communicates service performance, risks, and improvement priorities to executive stakeholders to influence strategic direction.
Oversees workforce planning, vendor/partner coordination related to delivery, and ensures operational resilience across service delivery channels.
Owns service portfolio performance metrics and leads capability-building initiatives across the delivery organization to enhance scalability and effectiveness.
Leads cross-functional governance forums, incident review boards, and succession/succession-planning activities to drive alignment and accountability.
Education Qualifications:
Bachelor's degree in computer science or a related field, or equivalent experience required.
Work Experience:
7-10 years of experience in IT service desk or technical operations required.
4-6 years of experience leading service delivery teams or functions required.
Certifications and Licenses:
Leadership or advanced ITSM certification preferred.
