Job Description:

On behalf of our client, Affinity is seeking a Director IT Service Delivery to lead our IT service delivery team and ensure the quality and efficiency of our IT solutions. You will be responsible for the Service Desk Team, End User Support, and Endpoint Engineering. This is a critical Service role that is one of the ‘faces’ of IT organizationally.

You will be responsible for overseeing the planning, implementation, and maintenance of IT projects, managing the IT service delivery budget and resources, and ensuring compliance with IT standards and policies. You will also collaborate with other IT leaders and stakeholders to align IT service delivery with the strategic goals and objectives of the organization.

Role Description

• Develop and implement IT service delivery strategies, policies, and procedures to support the organization's vision and mission.
• Manage the IT service delivery team, including hiring, training, coaching, and performance evaluation.
• Ensure high performance and CSAT for the Service Desk and End User Support Teams.
• Oversee the delivery of IT projects, ensuring they are completed on time, within budget, and according to specifications and quality standards.
• Monitor and evaluate the IT service delivery performance, using key performance indicators (KPIs), service level agreements (SLAs), and customer feedback.
• Identify and resolve IT service delivery issues, risks, and challenges, and implement corrective and preventive actions.
• Establish and maintain effective communication and collaboration with internal and external stakeholders, including senior management, IT vendors, and customers.
• Ensure compliance with IT governance, security, and regulatory requirements, and implement best practices and continuous improvement initiatives.

Education and Qualifications

• Bachelor's degree in computer science, information systems, or related field.
• Proven leadership and management skills, with the ability to motivate and inspire a diverse team of IT professionals.
• Strong knowledge and experience in IT service delivery methodologies, frameworks, and tools, such as ITIL, Agile, DevOps, and ITSM.
• Strong knowledge of ServiceNOW.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to manage complex and dynamic IT service delivery environments.
• Proven leadership of Incident Management and Problem Management teams.
• Customer-oriented and results-driven mindset, with the ability to deliver high-quality IT services that meet or exceed customer expectations.

Personal attributes

• Strong interpersonal, influencing, collaboration and negotiation skills.
• Strong analytical, verbal, and written communication skills.
• Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment.
• Able to prioritize and execute tasks in a high-pressure environment.
• Ability to drive innovation and continuous improvement in IT infrastructure services.

Top Skills Necessary

• People Management - 5+ years of proven experience in a Director of Service Desk, Service Desk Manager or supervisory role, or similar leadership role with proven people management experience.
• ITIL certification – Have achieved at least one ITIL certification such as ITIL Foundation, ITIL Managing Professional etc
• Progressive Enterprise environment experience with SPOC – 10+ years of experience within IT service delivery roles showing progression through Service Desk, Management, Endpoint Management and ITSM supporting end users in an enterprise environment including stakeholders, vendors and customers in a SPOC setting (single point of contact).

Salary range: $140K - $160K

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity:

Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 12710