IT Director of Service Delivery (Hybrid)

We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.

General Description:

The IT Director of Service Delivery is responsible for managing the relationship between IT and the firm’s partners, attorneys, associates, and their support staff. his role involves shaping IT's day-to-day support strategies across all firm locations, both nationally and internationally. These support organizations include IT Service Desk, Office IT Support, IT Matter Mobility, and IT Real Estate Support Services. The IT Director of Service Delivery ensures that all service level agreements (SLAs) are met and oversees communication and impact to users regarding product changes and maintenance releases.

Key Responsibilities and Essential Job Functions:

• Participate in senior leadership meetings as a thought leader.
• Maintain strong relationships with leaders of other functional areas.
• Represent and model corporate culture through actions.
• Hire, coach, develop, and retain the Service Delivery Support Staff.
• Develop and maintain a succession plan for key roles in the department.
• Mentor client services staff on leadership competencies, methods, and effective execution.
• Collaborate with offsite teams and management with shared service delivery accountability.
• Drive service excellence across the organization by implementing metrics, process improvement initiatives, and personal development plans, while continuously enhancing the customer experience.
• Lead the development and support of Standard Operating Procedures (SOP) and guidelines to improve organizational performance, while reviewing and modifying support processes and procedures to ensure efficiency and effectiveness.
• Design and implement Service Desk SLAs and reporting using actionable metrics/KPIs.
• Proactively monitor service level trends to identify and take action on any observed performance issues.
• Manage the Problem Management process, including weekly reviews of all problems with key stakeholders.
• Review all changes for possible user impact and provide feedback to departments and the CIO.
• Manage the IT Matter Mobility Team to ensure that data movement in, out, and within the firm is conducted in a safe and secure way.
• Ensure that IT Matter Mobility captures all necessary approvals for data transfer on the firm’s behalf.
• Adhere to data retention policies for data handled by the IT Matter Mobility Team.
• Manage the IT Real Estate Support team to ensure IT is providing the necessary resources and guidance for IT-supported real estate projects.
• Mentor and guide the departmental management team.
• Build high-performance teams and maintain a high-performance work environment.
• Maintain clear, frequent, and consistent communication with the team.
• Help the team understand their role within the organizational vision and strategy.
• Empower and motivate the team to seize opportunities within the strategy.
• Support innovative thinking and encourage teams to suggest improvements.
• Participate in the annual budget process for the department.
• Participate in appropriate professional organizations.
• Special project and duties as assigned.

Required Skills:

• Strategic and operational experience in a leadership capacity.
• Management experience leading and supporting core IT services such as telephony, email, and DMS.
• Understanding of data center and corporate network infrastructure.

Required Qualifications & Education:

• Bachelor’s Degree.
• 8+ years of progressive experience managing and leading diverse teams.
• Strategic and operational experience in a leadership capacity.
• Management experience leading and supporting core IT services such as telephony, email, and DMS.
• Understanding of data center and corporate network infrastructure.

Preferred Qualifications & Education:

• Law firm experience preferred.

Physical Requirements:

• Ability to sit or stand for extended periods of time.
• Moderate or advanced keyboard usage

Benefits: Our goal is to promote a work environment in which individuals have access to the resources they need to be at their best both professionally and personally, which includes resources that encourage individuals to focus on their health and well-being.  Below is a list of just some of the benefits we offer: generous paid time off; eleven paid holidays per year; time off for bereavement or jury duty; paid leave for new parents; comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic