About the role
AI summarisedThe Service Delivery Director oversees the successful delivery of digital workplace solutions and transformation initiatives for public and private sector clients. This leadership role focuses on optimizing the digital employee experience (DEX) through ITIL practices, AIOps adoption, and the management of cross-functional teams using technologies like ServiceNow and Tanium.
ElectronicsOnsiteServices
Key Responsibilities
- Lead and manage service delivery teams responsible for application maintenance, cloud, and digital workplace services
- Oversee incident, problem, and change management processes, ensuring effective use of AIOps for early detection and automated remediation
- Promote and govern the use of AI-powered support capabilities to increase automation and ticket deflection
- Own the strategy and roadmap for AIOps adoption across monitoring, event management, and incident response
- Identify and implement automation opportunities across service desk and workplace support to improve service consistency
- Mentor, motivate, and foster cross-functional collaboration between service desk, workplace support, and ITSM teams
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 10+ years of progressive experience in IT service delivery
- At least 5+ years in a leadership role
- Proven track record of successfully delivering digital workplace and on-premises infrastructure services
- Experience managing large, complex IT environments and leading digital transformation initiatives
- Expertise in ITIL framework and best practices including adoption of AI and AIOps in IT operations
- ITIL v4 Foundation certification is required
- ITIL v4 Managing Professional certification is preferred
- Strong analytical and problem-solving abilities with the capacity to interpret operational and AIOps insights
- 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
- Good understanding of organizational change management practices