IT Operations and Service Delivery Director
Core
Coordinate and improve daily delivery of IT services across global operations, serving as the operational focal point for service performance, MSP coordination, and compliance.
Role type
Senior IT Operations and Service Delivery Director
Builds
IT service delivery, operational dashboards, and compliance evidence for a life science company
Domain
Life Sciences / IT Service Management
Deliverable
dashboards & analysis
Required skills
ITIL 4 Foundation, MSP and vendor governance, ITSM process governance, budget management, incident management, change management, asset and endpoint management, operational reporting
Preferred skills
Advanced ITIL, COBIT, project management, information security, vendor management, Microsoft Azure, Microsoft 365, Microsoft Intune
Technologies
ITIL, MSP, D365, Intune, Microsoft 365, Azure
Responsibilities
Lead and coordinate internal and external application specialists; Manage external IT Service Partners across locations; Review ticket queues, aging incidents, and SLA performance; Coordinate day-to-day interactions with MSP partners; Maintain and improve operational processes including Incident, Change, Asset, and Identity management; Support incident management and root cause analysis; Support the Change Advisory Board (CAB); Own operational processes for hardware/software asset tracking and lifecycle coordination; Support compliance initiatives and audit evidence collection; Provide operational reporting on SLA, ticket trends, and vendor performance.
Seniority
Senior, hands-on IC with leadership responsibilities