Delivery Associate Director

The IT Service Delivery Director is a senior executive responsible for the end-to-end management of IT services, bridging technical operations with business strategy. They oversee the IT Service Desk, Deskside and Field Support Services, Business Relationship Management, Change/Configuration Management, Major Incident Management, Asset Management, and the Capital Equipment Replacement Program (CERP) – sometimes referred to as Capital Equipment Refresh. The IT Service Delivery Director is responsible for ensuring delivery of a seamless user experience and adherence to defined Service Level Agreements (SLAs) while delivering measurable improvements as measured through Key Performance Indicators (KPIs). The Service Delivery Director contributes to client satisfaction through effective Business Relationship Management and oversees coordination of the Mission and Site Support Services to deliver the highest level of operational services, service management, change control, and continuous service improvement. The Service Delivery Director provides periodic metrics and status reporting to client leadership team with recommendations on how to improve services, customer experience, and cost optimization. They will deliver management and control across Service Delivery functions, including scheduling and management of projects, initiatives, and other efforts aligned with delivering client objectives and goals.