Director, IT Service Delivery

General Summary:

ITOS is an XaaS business within a business. ITOS provides a diverse range of technology-based services that satisfy the needs of its customers within IT, the company, and external partners. It is accountable for the safety, availability, and quality of those services, and for introducing new services and improving service delivery.

Within ITOS, this position leads the Consolidated Hosting domain. It provides a consolidated point of contact for all ITOS domains in operational matters, linking ITOS’ customers to all technology-based services (which are produced by other domains within ITOS). Acting as an agent for applications owners, it assembles all requisite services into consolidated applications hosting service level agreements. It monitors the operational performance of applications owned by others, analyzes problems, keeps applications owners informed of the operational performance of their solutions, and recommends to applications owners actions and investment opportunities. Additionally, with its purview of all in-production applications, it provides information to other IT domains that contributes to their delivery, performance, and plans.

The teams reporting to this position may be made up of internal staff, contractors, and managed service providers.

A viable candidate for this position has deep expertise in service management, IT operations management, business management, and internal entrepreneurship, and a broad awareness of IT infrastructure technologies and the operational requirements of applications.

Duties & Responsibilities:

§ Develop a vision of future services, and define and deploy strategies for delivering that vision.

§ Participate as a key contributor in the company’s information technology strategy and initiatives.

§ Participate as a member of the IT leadership team in the evolution of DGIT’s vision and continued implementation of its organizational transformation

§ Work collaboratively with peers in IT who engineer applications and infrastructure, coordinate standards and plans, provide information security services, provide customer service, provide business administrative services, and manage relationships with business customers (BRMs).

§ Propose and manage CapEx and OpEx budgets for infrastructure services and for new investments in infrastructure and service delivery.

§ Operate existing assets and deliver resulting services with excellence, including safety, availability, reliability, service level, ease of access, and other attributes of service quality.

§ Market and support use of this domain’s services.

§ Manage technology assets throughout their life-cycle, including defining requirements, managing the deployment of services, enterprise capacity management, and sunsetting.

§ Manage service vendors (such as cloud), including selection (e.g., RFP/RFI processes), contracts, performance management, and service integration.

§ Prevent, mitigate the damages of, and recover from risks such as information security incursions and disasters (business continuity).

§ Comply with all relevant laws, regulations, and DG policies.

Knowledge, Skills and Abilities:

• Asset management, including enterprise capacity planning and life-cycle planning.
• Business management, especially of a XaaS business (internal or commercial).
• Financial management, including CapEx and OpEx budget planning and execution.
• People management, including selection, empowerment, guidance, coaching, inspiring, and performance management.
• Technology awareness of current and near-future technologies relevant to this domain (at the “smart buyer” not engineer, level).
• Problem management, to thoroughly assess complex problems, collaborate with various levels of management and technical personnel, conceptualize effective solutions, communicate strategies, and partner with key stakeholders to bring initiatives to successful conclusions.
• Service management, from ideation through their life cycles, including the creation, implementation, ongoing operations, and refresh / retirement phases.
• A focus on, and excellence in, the design of reliable, repeatable processes.
• Experience managing and collaborating with distributed teams, including offshore third-party organizations and remote employees.
• Strong oral and written communication skills, with both technical and non-technical people, and the ability to speak in front of large audiences.
• Strong conceptual structure skills (the ability to deconstruct and organize ideas).
• Compatibility with the vision of running IT, and more specifically, IT operations, as a business.

Work Experience and/or Education:

§ Bachelor’s degree.

§ Knowledge of ITIL and/or other relevant best-practices frameworks.

§ Eight or more years in the information technology field.

§ Three or more years of management experience in an IT operations function or (ideally) in a XaaS business.