Seeking IT Global Services Delivery Director. Englewood, CO. Fulltime position.
BridgeView IT is seeking a IT Global Services Delivery Director for our valued client in Englewood, CO. The IT Global Services Delivery Director ensures the delivery of end user IT services and Service Desk support for the Enterprise. Manages, tracks and reports on IT incident, problem, request and change management related to all IT Services such as Infrastructure, Network, Server, Storage, Desktop and Mobile Devices and related IT Services.. Responsible for support and oversight of outsourced IT services and support functions in accordance with Master Service Agreements and Contracts.
Qualifications:
• 10+ years experience in technical and/or business leadership role.
• 5+ years supervisor/leadership in service or data center operations.
• 4+ years project management experience.
• Self-driven leader, with a pro-active and strategic vision of IT service delivery.
• Possess strong IT knowledge and understanding with deep skills in IT operations, customer relationship management and outsourcing vendor relationship management.
• Has wide and detailed knowledge of facilities and related disciplines as applicable to the region, e.g. data center, communication rooms, video conferencing, access control, copy/print, HVAC/UPS, cabling, microwave, and related services.
• Skilled at issue resolution.
• Has a deep understanding of service level agreements and metrics.
• Ability to effectively plan and control projects.
• Has an overall understanding of the objectives and functions of the company, business units and departments serviced by IT.
• Cost and budget control.
• Microsoft Office (Word, Excel, PowerPoint).
Essential Duties include:
• Responsible for managing the Problem and Change Management processes and ensures that all global IT issues are tracked, actions are taken towards resolution and drives issues to closure.
• Ensures completion and resolution on all IT compliance and general control related activities.
• Ensures the identification, escalation, and communication for global issues in service delivery performance.
• Leads continuous improvement of service delivery for global IT operations, service planning, service quality and SLA performance, issue resolution and customer satisfaction.
• Responsible for effective service request management process, including tools administration and governance.
• Responsible for the management of the EUC/Desktop, and Service Delivery teams to ensure that end user support, problem resolution, change management and SLA reporting is supported, timely, and accurate.
• Responsible for ensuring effective global end-use device patching process and reporting.
• Works with the Global and Regional Infrastructure, Network, EUC/Desktop teams to ensure the voice & data network, server, storage and end-user environments are effectively maintained and supported.
• Needs to be involved in the status and plans to ensure the global IT facilities are maintained to provide reliable services for the region, including working with service providers to ensure that the environment is stable and highly available.
• Ensures that service providers are carrying out all aspects of contractual obligation for proactive and preventative maintenance of global IT facilities or other service delivery, as applicable.
• Responsible for the review, validation, accuracy and payment of IT service agreements and contracts.
• Responsible for ensuring that global facilities and other support documentation is accurate and maintained on a timely basis.
• Ensures that team collaborates with global teams to define processes and is responsible for global implementation and compliance for processes related to IT facilities or service delivery, as applicable.
• Ensures participates in global IT Service delivery meetings and drives for continued improvement.
• Is the escalation point for high severity issues and chronic problems.
• Ensure all requirements of the Sarbanes-Oxley legislation are met and the required controls are in place and being maintained.
• Responsible for the execution of Service Delivery Budget.
BridgeView IT is a technology placement firm assisting a national network of clients identify and hire the highest-caliber IT professionals. Our management and senior recruiting specialists have successfully supported the IT marketplace for over a decade, and we have grown into a world class organization, with operations in major U.S. markets. BridgeView IT’s mission is to build long-lasting relationships through successful candidate placements, to conduct business with utmost professionalism and courtesy, and to achieve rewarding business performance
results.