Lead and manage IT support services (Internal and External)
Monitor service performance, analyze trends, and implement improvements to enhance service quality and customer satisfaction.
Facilitate resolution of complex or escalated technical issues, engaging the appropriate internal and external resources.
Ensure consistent follow-up with internal and external customers to maintain high levels of satisfaction.
Lead, mentor, and develop IT Service Delivery personnel, including support staff, engineers, and managers.
Foster a culture of accountability, continuous learning, and high performance across IT teams.
Recommend and justify investments in technology through cost-benefit analysis and business case development.
Lead the implementation of a new ITSM platform (HALO)
Ensure compliance with internal policies and external regulatory requirements through periodic audits and assessments.
Technical change approver
Oversee the design, implementation, and maintenance of IT infrastructure, including hardware, software, and network systems.
Manage relationships with technology vendors, contractors, and service providers to ensure high-quality service delivery.
Create performance metrics to proactively identify risks and opportunities for improvement.

Strong technical know-how and decision-making skills, including the ability to act quickly with incomplete information
Microsoft365 Defender, Intune, etc.
Entra ID Copilot
Azure services
Strong leadership covering both local and virtual team management
Operational excellence in IT service delivery and core ITIL processes
Analytical problem-solving and resource optimization
Effective communication and stakeholder management
Ability to travel ~25% domestic and international

Director, IT Service Delivery

Key skills