The IT Service Delivery Lead is responsible for ensuring that the technology environment supporting business operations and employees remains reliable, secure, compliant, and fit for purpose. This position owns day-to-day IT service governance, manages third-party service vendors, oversees end-user technology and infrastructure health, drives cyber security compliance, and champions the adoption of modern digital workplace tools, data analytics, and AI solutions.

Key Responsibilities

• IT Service Delivery & Performance: Own day-to-day IT service governance, monitor SLA performance, lead incident responses during service outages, and drive continuous service improvement.
• Vendor & Stakeholder Management: Serve as the primary Enterprise Services contact for business stakeholders and manage operational oversight of third-party service providers and outsourced support teams.
• Infrastructure & End-User Computing: Maintain oversight of local network health, infrastructure lifecycles, and device management (joiners, movers, leavers), ensuring seamless workplace technology support.
• Digital Workplace & Analytics Enablement: Champion user adoption of Microsoft 365 (Teams, SharePoint Online), Power Platform (Power BI, Power Apps, Power Automate), and Generative AI tools (e.g., Microsoft Copilot) to improve productivity and decision-making.
• Cyber Security & Compliance: Enforce compliance with information security policies, remediate control gaps, promote cyber security awareness, and ensure alignment with enterprise data governance standards.
• Financial Management: Plan, forecast, and account for market technology expenditures while identifying sustainable cost reduction and service optimization opportunities.

Requirements and Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• 7+ years of experience managing IT services in a complex corporate or multi-site environment.
• Strong working knowledge of IT Service Management (ITSM) frameworks; ITIL certification or equivalent experience is highly preferred.
• Hands-on experience managing third-party vendors and outsourced technical support teams.
• Proficiency with modern enterprise infrastructure, Microsoft 365, Power Platform, Power BI, and emerging Generative AI/productivity tools.
• Strong stakeholder management, communication, problem-solving, and change management capabilities.

• Own day-to-day IT service governance, monitor SLA performance, lead incident responses during service outages, and drive continuous service improvement.
• Serve as the primary Enterprise Services contact for business stakeholders and manage operational oversight of third-party service providers and outsourced support teams.
• Maintain oversight of local network health, infrastructure lifecycles, and device management (joiners, movers, leavers), ensuring seamless workplace technology support.
• Champion user adoption of Microsoft 365 (Teams, SharePoint Online), Power Platform (Power BI, Power Apps, Power Automate), and Generative AI tools (e.g., Microsoft Copilot) to improve productivity and decision-making.
• Enforce compliance with information security policies, remediate control gaps, promote cyber security awareness, and ensure alignment with enterprise data governance standards.
• Plan, forecast, and account for market technology expenditures while identifying sustainable cost reduction and service optimization opportunities.

• IT Service Management (ITSM) frameworks
• ITIL
• Microsoft 365
• Power Platform
• Power BI
• Generative AI/productivity tools
• Stakeholder management
• Communication
• Problem-solving
• Change management

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• 7+ years of experience managing IT services in a complex corporate or multi-site environment.
• Strong working knowledge of IT Service Management (ITSM) frameworks; ITIL certification or equivalent experience is highly preferred.
• Hands-on experience managing third-party vendors and outsourced technical support teams.
• Proficiency with modern enterprise infrastructure, Microsoft 365, Power Platform, Power BI, and emerging Generative AI/productivity tools.
• Strong stakeholder management, communication, problem-solving, and change management capabilities.