What are the responsibilities and job description for the IT Service Delivery Lead position at IT Hunter?
We are seeking a dynamic IT Service Delivery Lead to serve as the critical bridge between business operations and our Shared Service Center IT organization. This role manages IT service delivery across all US locations, ensuring reliable, standardized, and cost-effective IT services for approximately 170 users nationwide.
Location: Schiller Park, IL (Chicago metropolitan area)
Employment Type: Full-time, 100% On-site
Travel Requirement: Extensive travel between US states required
Reporting Structure: Dual reporting to local Operations leadership and global IT Director
Key Responsibilities
IT Service Delivery & Support
Coordinate local IT support as Level 1 support provider, escalating technical issues to appropriate specialized teams
Serve as primary point of contact for major service incidents and recurring support problems
Manage daily IT operations for users across all US facilities with low technical maturity levels
Build and maintain relationships with local operations personnel, vendors, and management stakeholders
Infrastructure & Cloud Migration
Execute transition from on-premise infrastructure to cloud-based solutions
Eliminate physical server dependencies through strategic migration planning
Install and maintain IT ticketing platform to standardize incident management
Troubleshoot LAN infrastructure, networking, and connectivity issues
Vendor & Contract Management
Administer contracts for 4 infrastructure service providers
Resolve billing discrepancies, penalties, and compliance issues
Optimize total cost of ownership while maintaining service quality standards
Negotiate renewal terms and monitor SLA compliance
Financial Administration & Documentation
Prepare and process Purchase Orders for hardware, software, and services
Receive, validate, and route invoices for payment approval
Track payments and identify potential penalties or contract exposures
Maintain complete local IT documentation, inventories, and audit-ready records
Stakeholder Management
Communicate effectively with senior management, external vendors, and internal users across multiple time zones
Identify problems, escalate appropriately, and take decisive action when needed
Translate business requirements into technical requirements for shared services teams
Professional Qualifications
- Bachelor's degree in Information Technology, Systems, Networks, Industrial Engineering, or related field
- 4 years of experience in IT service delivery, workplace IT, procurement, or IT operations roles
- ITIL Foundation certification or higher (desirable)
Core Competencies
- IT Service Management: Proficiency with ITIL/ITSM principles and frameworks
- Vendor Management: Proven experience negotiating contracts and managing SLA compliance
- Asset Lifecycle Management: Expertise in device procurement, inventory control, and equipment retirement
- Documentation Governance: Strong ability to maintain knowledge bases, standards, and audit documentation
- Network Fundamentals: Basic knowledge of LAN, TCP/IP, Wi-Fi, switches, routers, and network troubleshooting
Practical Skills
- Hands-on experience with ITSM, asset management, and licensing tools
- Familiarity with purchase order administration and invoice validation workflows
- Experience supporting multi-site, operational environments is highly valued
- Ability to manage stress effectively in fast-paced, dynamic environments
Language & Soft Skills
- Fluent bilingual proficiency in English and Spanish (essential for vendor and regional team communication)
- Exceptional interpersonal and communication skills for engaging with diverse stakeholder groups
- High emotional intelligence and adaptability when working with varying user technical maturity levels
- Strong problem-solving abilities with capacity to identify issues and implement effective solutions
Physical & Operational Requirements
- Extended computer use capability (typing, data analysis, report generation)
- Valid driver's license with willingness to travel extensively throughout US locations
- Flexibility to adapt to changing priorities, deadlines, and business needs