The Director, IT Service Delivery ensures efficient and effective IT service delivery across the organization, aligning IT services with business needs and continuously improving processes. This role involves managing service delivery teams, collaborating with stakeholders, and using ITSM best practices to enhance service quality and customer satisfaction.
What you will do:
- Leadership & Strategy: Develop and execute ITSM strategy aligned with organizational goals, lead and mentor the ITSM team, and collaborate with senior leadership to align IT service delivery with business needs.
- Service Management: Oversee the design, implementation, and management of ITSM processes, ensure IT services meet or exceed SLAs, and develop and maintain ITSM policies and documentation.
- Stakeholder Engagement: develop relationships with key stakeholders, act as point-of-contact for IT service-related inquiries and escalations
- Technology and Innovation: stay updated on emerging trends and technologies, implement tools to enhance ITSM capabilities, and promote automation and self-service tools
- Risk Management: Identify and mitigate IT service delivery risks, ensure compliance and maintain business continuity
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What you will bring:
- Minimum of 10 years of experience in IT Service Management, with at least 5 years in a leadership role
- Strong knowledge of ITSM frameworks, strategies and best practices, particularly ITIL.
- Deep understanding of the MSP business model, including client engagement and service-level agreements (SLAs)
- Excellent leadership, communication, and interpersonal skills.
- Certification in ITIL, PMP, or similar is highly desirable.
Education:
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred; Master's degree preferred.
Mark Anthony Group is an equal opportunity employer. We encourage applications from individuals of all backgrounds who are eligible to work in Canada.
We thank all candidates for their interest in MAG and we will reach out to those candidates that are under consideration. If you are contacted for an interview and require accommodation during the recruitment process, please contact your recruiter.
At Mark Anthony, we live by our 5 Core Values every day:
Sense of Urgency
Our business moves fast and so do we. We understand the power of now. We have relentless drive and believe if it can be done, we're the ones who will do it first.
Authenticity
We need to stay real because our brands, our stories and our culture must remain genuine to thrive. When we have the best intentions for all, we create space to be our whole selves and do great things together.
Simplicity
Our lives are complicated enough. So why use 50 words when you can use 5? We thrive in ambiguity and change, but we also know how to translate our goals into simple explanations and actions.
Humility
Egos distract us. When we're humble, we're open to listen, take feedback and change direction quickly. We're here for each other, and together we do great things.
Trust
We respect and rely on each other. Trust is the backbone of our relationships, and we work hard not to break it. This level of trust allows us to be all-in and take comfort in the support of our teams.