Director, IT Service Delivery
Veloxis Pharmaceuticals, Inc. Job Description: The Director, IT Service Delivery is responsible for leading the IT Service Delivery team overseeing the organization's infrastructure, technology operations, cybersecurity and end-user services. This role ensures the delivery of reliable, secure, and efficient IT operations covering services like Microsoft365 platform, endpoint management, ITSM platform and management of outsourced suppliers. The Director drives operational excellence, develops high-performing teams, and ensures continuous improvement across the Service Delivery function while delivering scalable, customer-focused IT services that support organizational growth and strategic priorities. The base compensation range for this role is $210-240K. Base Compensation is influenced by many factors including, but not limited to: time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions. Key Responsibilities
- Lead and manage IT support services (Internal and External)
- Monitor service performance, analyze trends, and implement improvements to enhance service quality and customer satisfaction.
- Facilitate resolution of complex or escalated technical issues, engaging the appropriate internal and external resources.
- Ensure consistent follow-up with internal and external customers to maintain high levels of satisfaction.
- Lead, mentor, and develop IT Service Delivery personnel, including support staff, engineers, and managers.
- Foster a culture of accountability, continuous learning, and high performance across IT teams.
- Recommend and justify investments in technology through cost-benefit analysis and business case development.
- Lead the implementation of a new ITSM platform (HALO)
- Ensure compliance with internal policies and external regulatory requirements through periodic audits and assessments.
- Technical change approver
- Oversee the design, implementation, and maintenance of IT infrastructure, including hardware, software, and network systems.
- Manage relationships with technology vendors, contractors, and service providers to ensure high-quality service delivery.
- Create performance metrics to proactively identify risks and opportunities for improvement.
- Strong technical know-how and decision-making skills, including the ability to act quickly with incomplete information
- Microsoft365
- Defender, Intune, etc.
- Entra ID
- Copilot
- Azure services
- Strong leadership covering both local and virtual team management
- Operational excellence in IT service delivery and core ITIL processes
- Analytical problem-solving and resource optimization
- Effective communication and stakeholder management
- Ability to travel ~25% domestic and international
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