GTI Associate Director, IT Service Delivery

About the role

Overall role purpose

In our Go Beyond network strategy 2025 our vision is to become ‘the most valued network in the profession’.
 
The Service Delivery Manager plays a crucial role in developing and monitoring efficient services to GTIL and its internal customers.

Reporting directly to the Chief Information Officer and Chief Information Security Officer, within the Risk Management, Operations and Projects service line, the role has key relationships to IT Operations, cybersecurity team, Project Management Office (PMO), Managed Service Provider (MSP) and Managed Security Service Provider (MSSP).

This role is the lead facilitator for the delivery, management and improvement of IT services to support GTIL’s business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO). Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

Main responsibilities

• Contribute directly to the strategy, development and quality of IT Service Management and GTIL’s   service delivery capability. 
• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
• Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Own specific IT Services and ensure their effective delivery, management and improvement to GTIL and internal customer.
• Own, operate and improve the defined Change and Release Management (CARM) process with a focus on ensuring changes have minimum impact on GTIL’s services and operations.
• Active stakeholder and driver in underlying operations and cyber processes to establish Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT and cyber service deliverables and the agreements above.
• Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
• Contribute to and report on talent management practices, including skills gap/role alignment, training, hiring and resourcing processes. 

Person specification

 

• Bachelor's Degree in Computer Science, Information Systems, or equivalent work experience
• ITIL v4 Master certification
• Six Sigma certification is desired
• Familiarity of the NIST Cyber Security Framework (CSF) or other security controls and cyber risk management models
• Technical certifications (MCSE, CCNA, vendor tools and systems) are a plus

Experience – Essential

• Extensive experience (at least 7 years’) in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment.
• The ideal candidate would have a technical background and experience within IT and/or cybersecurity operations.
• Demonstrated operational expertise
• Service, project and results-orientation, demonstrating strong analytical and problem-solving skills.
• High-energy work ethic, demonstrating ability to establish vision, drive change and deliver results.
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
• Experience of ITSM software applications and tools, analysis and reporting, Knowledge of developing and managing continuous improvement programs
• The role requires effective leadership, communication (verbal and written) and project management skills to work with various levels and divisions within the organization.
• Strong organizational and communication skills
• Ability to learn and adapt to constantly changing technology lan