Service Delivery Director

The Service Delivery Manager will lead the End User Services team, coordinate with stakeholders, and strategically align with End User Services leaders to drive business success.

This role requires superior professionalism, calm demeanor, and strong people management skills to motivate team members and deliver exceptional results.

1. Oversee governance by tracking and analyzing daily service delivery SLAs, reporting findings, and escalating issues to senior management for timely resolution.
2. Supervise lifecycle activities, including incident management, compliance audits, software licensing, and upgrades to ensure seamless service delivery.
3. Lead a team of service delivery specialists, exemplifying positive customer service and client relationship skills (35%), to foster strong relationships with internal and external customers.
4. Monitor tools such as ServiceNow and SCCM for performance SLAs and hardware/software lifecycle to identify areas for improvement.
5. Exercise attention to detail and accuracy by analyzing data and drawing conclusions based upon the data to inform strategic decisions.
6. Provide mentoring and feedback to team members where necessary to meet agreements (20%) and develop their skills and knowledge.
7. Build and foster strong relationships with information technology, business user groups, and service providers to assess internal needs, improve service, and/or resolve issues/concerns with the quality of services provided.
8. Demonstrate excellent communication skills in dealing with internal and external customers and business partners (15%) to ensure clear understanding and expectations.
9. Provide leadership of End User Services associates through mentoring, training, and corrective action as needed to ensure they have the necessary skills and knowledge to perform their roles effectively.
10. Work with other business units to identify and resolve issues when needed to ensure seamless service delivery.
11. Identify innovative technologies for use and look for ways to improve use of existing technologies for end-user needs to stay ahead of the curve.
12. Maintain vendor relationships for procurement, support, and staffing as needed to ensure smooth operations.
13. Oversee daily IT Service Desk operations along with another Service Delivery Manager, ensuring efficient support for end-users and clients.
14. Manage an MSP Service Desk, implement best practices, and monitor service metrics to continuously enhance service desk capabilities (10%).
15. Ensure timely resolution of incidents and service requests, maintaining high customer satisfaction ratings.
16. Collaborate with IT teams to address issues and improve service quality to ensure alignment with business objectives.
17. Develop and enforce SLAs, continuously enhancing service desk capabilities (10%) to meet evolving business needs.Required Skills and Qualifications

• Bachelor's Degree or equivalent experience.
• 7+ years in service delivery or end-user services, with a proven track record of delivering results.
• 3+ years in leading projects, mentoring, and/or coaching, demonstrated expertise in service delivery management.

We offer a dynamic work environment, opportunities for growth and development, and a competitive benefits package.

We are committed to providing our employees with the tools and resources they need to succeed in their roles and advance in their careers.

We value diversity and inclusion, and we strive to create a workplace culture that is inclusive, respectful, and supportive of all employees.

We are a leader in the financial services industry, providing simple, personalized payment, lending, and saving solutions to millions of U.S consumers.