Director, User Services

IT Service Delivery Leadership:

• Lead global end-user technology support strategy and ensure exceptional IT experience.
• Define service delivery standards focused on responsiveness and quality.
• Drive initiatives that improve employee productivity through technology enablement.

Business Partnership:

• Develop trusted relationships with business leaders to understand operational priorities.
• Translate business requirements into actionable service expectations.
• Communicate service capabilities and performance metrics to stakeholders.

Vendor Management:

• Serve as primary operational relationship manager for outsourced service providers.
• Monitor vendor performance against SLAs, KPIs, and customer experience objectives.
• Drive accountability and continuous improvement with strategic partners.

Continuous Improvement:

• Analyze service metrics and operational trends to identify improvement opportunities.
• Implement process improvements to increase efficiency and reduce support costs.
• Lead organizational change related to user support technologies.