Summary:

The Service Delivery Director is a key leadership role responsible for overseeing the successful delivery of digital workplace solutions to a diverse portfolio of public and private sector clients. This role demands a strong understanding of ITIL practices, digital transformation and digital employee experience, a deep technical background across various technologies (including ServiceNow ITSM, Tanium DEX, endpoint management) to provide AI-driven service along with exceptional leadership and communication skills.

Responsibilities:

Service Delivery Management

Lead and manage the service delivery teams responsible for application maintenance, cloud (public, private, hybrid), digital workplace services, and on‑premises infrastructure services.
Ensure services are delivered in accordance with contractual obligations, meeting or exceeding service level agreements (SLAs) and experience level agreements (XLAs) for digital employee experience.
Develop and implement service delivery strategies, processes, and procedures to optimize efficiency, effectiveness, and end‑user experience across all digital channels (service desk, self‑service, virtual agents, and workplace support).
Oversee incident, problem, and change management processes, ensuring timely resolution, minimal disruption to clients, and effective use of AIOps for early detection, noise reduction, and automated remediation.
Conduct regular service and experience reviews with clients to assess performance, DEX metrics, and AI/AIOps value realization, identify areas for improvement, and foster strong relationships.

Digital Workplace, Transformation & Experience

Champion the digital workplace and drive the adoption of modern workplace services, tools, and operating models that enhance productivity and collaboration for end users.
Lead digital transformation and experience initiatives in partnership with client stakeholders, ensuring alignment to the client's digital roadmap, ITSM processes, and service level commitments.
Drive continuous improvement of digital employee experience by leveraging analytics, DEX tooling, end‑user feedback, and journey mapping to prioritize and implement experience‑focused enhancements.
Promote and govern the use of AI‑powered support capabilities (e.g., virtual agents, knowledge‑driven self‑service, AI‑assisted support) to increase automation, ticket deflection, and first‑contact resolution.
Define and track KPIs and experience‑centric measures (such as DEX scores, self‑service adoption, and AI/AIOps benefit realization) and incorporate them into regular reporting and governance.

AIOps, Automation & Innovation

Work closely with AI Innovation and Service Governance lead to own the strategy and roadmap for AIOps adoption across monitoring, event management, incident response, and capacity/availability management.
Ensure AIOps platforms are integrated with ITSM, monitoring, and observability tools to provide actionable insights, predictive analytics, and automated remediation where appropriate.
Identify, prioritize, and implement automation opportunities across service desk, workplace, deskside support to improve speed, quality, and consistency of service delivery.
Collaborate with architecture, engineering, and operations teams to ensure solutions are robust, scalable, secure, and designed for observability and AI‑assisted operations.
Lead periodic innovation and improvement reviews with clients to present new use cases, proofs of value, and incremental enhancements in digital workplace, DEX, AI, and AIOps.

Team Leadership

Mentor, motivate, and foster cross‑functional collaboration between service desk, deskside support, digital workplace support and ITSM teams.
Provide guidance, coaching, and development opportunities to team members in ITSM, digital workplace, DEX practices, and AIOps/automation capabilities.
Foster a culture of collaboration, accountability, innovation, and continuous improvement focused on user‑centric and experience‑centric outcomes.

Client Relationship Management

Build and maintain strong relationships with key client stakeholders, including business, IT, and digital workplace leaders.
Serve as a trusted advisor, providing strategic guidance and recommendations on technology solutions, digital workplace strategies, and AI/AIOps‑enabled service models.
Proactively address client concerns and escalations, ensuring timely and effective resolution and clear communication of improvement actions and experience outcomes.

Financial Management

Contribute to the development and management of service delivery and digital workplace budgets.
Monitor and control costs, identifying opportunities for optimization through automation, AI/AIOps, and improved service design.
Track and report on key performance indicators (KPIs) and DEX metrics related to service delivery, transformation outcomes, and value realization.

Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.

Experience

10+ years of progressive experience in IT service delivery, with at least 5+ years in a leadership role.
Proven track record of successfully delivering a, digital workplace, and on‑premises infrastructure services to public and private sector clients.
Experience managing large, complex IT environments and leading digital transformation or digital workplace initiatives with measurable improvements in digital employee experience.
Experience with ITIL framework and best practices and with the adoption of AI, automation, and AIOps in IT operations and support.

Certifications

ITIL v4 Foundation (required).
ITIL v4 Managing Professional (preferred).
Certifications in digital workplace, ITSM tools, or AIOps/observability platforms are advantageous.
Project Management certifications (PMP) are a plus.

Skills

Excellent leadership, communication, and interpersonal skills.
Strong analytical, problem‑solving, and decision‑making abilities, with the ability to interpret operational, experience, and AIOps insights.
Ability to work effectively in a fast‑paced, demanding environment and drive change across multiple stakeholder groups.
Ability to manage multiple projects and priorities simultaneously across traditional and digital workplace domains.
Strong understanding of IT security best practices and data protection considerations for digital workplace and AI‑enabled services.
Good understanding of organizational change management practices.

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