Director of Service Delivery

The Director of Service Delivery will act as a strategic partner and change leader, ensuring operational excellence and continuous improvement across worldwide IT operations. Define and execute the global service delivery strategy to ensure reliability, scalability, and efficiency. Establish governance frameworks, best practices, and KPIs for incident, problem, change, and request management. Champion the use of AI and automation to reduce manual effort, streamline workflows, and proactively address issues. Drive continuous improvement initiatives, with a focus on self-service, predictive analytics, and operational resilience.

Provide executive oversight for production incident management, ensuring predictive detection, rapid resolution, and clear stakeholder communications. Govern the end-user computing environment, ensuring secure, seamless, and modern digital experiences. Oversee delivery and prioritization of small change requests, using AI-driven insights for effective risk assessment and delivery optimization. Implement AI-powered monitoring platforms to detect anomalies, reduce noise, and accelerate root cause identification. Deploy virtual agents and intelligent knowledge bases to improve end-user self-service and support responsiveness. Apply machine learning and process mining to identify bottlenecks, optimize workflows, and enable predictive operations.