Director of IT Service Delivery

At Affinity Plus every employee understands how their work affects our members experience and we strive to provide an experience that can't be found anywhere else. Great service starts with great employees and that is why we focus on providing not only the best place our members will ever bank but the best place our employees will ever work. Between our one of a kind culture, incredible benefits, and work/life balance; we believe you will feel the Affinity Plus difference.

Position Summary
Director of IT Service Delivery is responsible for ensuring reliable, secure, and efficient technology operations across the organization. This leader oversees end-to-end service delivery encompassing Helpdesk (Level 1 Support), Support Operations (Level 2 Support), Security Operations, Change Management, and IT Audit readiness. The role focuses on operational excellence, service quality, and continuous improvement to deliver a seamless and secure technology experience for employees and members.

Duties & Responsibilities

Strategic Leadership
• Translate organizational vision into departmental strategies and priorities, ensuring teams are working toward long-term goals while adapting to changing circumstances
• Develop and execute departmental strategies that align with organizational objectives and long-term vision.
• Anticipate industry trends, market shifts, and organizational needs to adapt strategies proactively.
• Represent the department as a subject matter expert, influencing organizational-level strategy, goals, and priorities.
• Provide input on organizational policies, procedures, and risk management strategies.

Leadership and People Development
• Lead, mentor, and develop managers and senior leaders, ensuring a strong leadership pipeline and succession planning.
• Manage and develop multi-support teams creating an environment that fosters innovation, member-centric service, accountability, continuous improvement, and professional growth.
• Model organizational values and promote a culture of accountability, transparency, and collaboration.
• Drive organizational change initiatives, ensuring effective communication, engagement, and adoption across teams.

Operational Excellence & Service Delivery
• Oversee and own end-to-end IT service delivery, support and operational performance across IT teams (e.g., help desk, incident response, change management, and security operations), ensuring efficiency and high-quality outcomes.
• Drive incident, problem, and request management following ITIL principles.
• Identify opportunities for cost optimization, process automation and operational efficiency; allocate and manage departmental resources to maximize effectiveness and impact.
• Ensure adherence to regulatory requirements, risk controls, SLA/OLA adherence, and internal policies
• Ensure system reliability, availability, and risk management while maintaining governance and compliance with regulatory standards.
• Establish and monitor KPIs to drive IT service delivery performance, implement metrics-driven processes for ticket resolution and root cause analysis, and promote proactive issue prevention through “shift-left” strategies and self-service enablement.
• Lead continuous improvement initiatives, leveraging automation, AI, and self-service capabilities to enhance employee and member experience.

Cross-Functional Collaboration
• Partner with other senior, IT, and departmental leaders to align strategy with organizational goals.
• Facilitate collaboration with internal IT, business leaders and vendors to ensure effective uptime and production environment stability and ongoing improvements.
• Represent the department in executive forums, presenting critical updates, challenges, and opportunities.
• Act as a trusted advisor to senior leadership on technology investments and key communicator or large outages and other production related issues.

Financial & Business Management
• Develop and manage departmental budgets, ensuring responsible stewardship of organizational resources.
• Analyze financial data, market research, and operational metrics to inform decisions and drive performance.
• Support investment decisions by providing business cases, data analysis, and risk assessments.
• Manage vendor contracts, service-level agreements (SLAs), and sourcing strategies to maximize value.

Service Level Agreement (SLA) & Vendor Oversight
• Define, negotiate, and manage SLAs with internal stakeholders and external partners, ensuring alignment with business goals.