Director of IT Service Delivery

Global IT Service Delivery And Help Desk Manager

Responsible for leading the global IT Service Delivery and Help Desk operations, playing a critical role in shaping and executing the broader IT strategy. Oversees the design, implementation, and ongoing management of end-user services to ensure that employees operate with optimal efficiency, reliability, and security. Directs the firm's resources (people, processes, and tools) with expertise and agility, while also mentoring team members and promoting a culture that reflects the organization's values and mission. Partners cross-functionally with other teams and departments on ad-hoc projects and initiatives as required.

Responsibilities :

• Leads and mentors a global team responsible for all enterprise end user services (device lifecycle management, asset management, procurement, license entitlement management, end point and applications management, peripheral services, identity on / offboarding, and end user support)
• Manages end-to-end delivery of IT Service Delivery projects, setting deadlines, prioritizing, assigning responsibilities, coordinating resources, monitoring progress, communicating and providing regular status updates
• Manages the outsourced Help Desk service provider, ensuring operational effectiveness, ongoing process enhancements, quality standards and adherence to service-level agreements
• Collaborates with technology teams and business partners to ensure employees are equipped with efficient, reliable, and secure technology, while maintaining cost efficiency and alignment with enterprise standards
• Establishes, plans and administers the operating procedures and goals for the group
• Promotes a culture of accountability and collaboration ensuring the timely, accurate, and consistent delivery of quality service and communications are being provided to business partners
• Uses performance measurement techniques, including SLA / OLA data, service / support metrics, KPIs, etc., to continually drive service and quality improvements
• Responds to and oversees technical escalations in a professional and timely manner
• Fosters and maintains strong working relationships with team members and other departments involved in supporting and delivering capabilities to the firm
• Establishes and maintains strong relationships with third-party providers through robust vendor management strategies, ensuring timely service delivery, compliance with SLAs, cost-effectiveness, high-quality service, and innovation through effective collaboration and governance
• Reviews and approves technology expenditures, proposals, and purchase requests
• Collaborates with business and technology teams to develop and manage budgets and financials.
• Develops and maintains detailed written standards, policies and procedures consistent with departmental and company guidelines
• Ensures all technology and departmental activities comply with company, security, regulatory and regional requirements
• Stays current with industry trends, technological advancements, and leverages these capabilities to improve and streamline the operation
• Provides after-hours support as needed for high severity situations
• Performs other duties assigned by leadership

Cultural :

Financial :

Revenue or Opportunity Generation :

Qualifications :

Travel may be required.

If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO / AA Employer : M / F / Disabled / Veteran