Vice President of Service Delivery

Job Summary

Reporting to the Chief Information Officer, the full-time hybrid Vice President of Service Delivery and Experience will manage the quality and reliability of technology services across the organization, focusing on IT Service Management, service desk operations, and user support while driving continual service improvement and enhancing the overall technology experience.

Key responsibilities:

• Lead and develop a high-performing service delivery team, ensuring effective support across service desk, end user, and field operations
• Establish and mature IT Service Management practices, including incident, problem, and change management
• Drive continual service improvement initiatives using data and user feedback to enhance service quality and user experience

Required qualifications:

• A Master's degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent experience
• Ten (10) years of progressively responsible experience in information technology, including IT service management and service delivery leadership
• Seven (7) years of senior management-level experience with accountability for strategic planning and operations
• Strong knowledge of IT service management and service desk operations
• Preferred ITIL foundations certification or current equivalent