SERVICE DELIVERY DIRECTOR

We are seeking a dynamic and results-oriented Director of Service Delivery to lead and manage the delivery of our critical cloud and hybrid infrastructure services for Government Shared Services Center(s). This leadership role demands deep technical expertise across cloud platforms (AWS, Azure, etc.), hybrid environments (encompassing network, on-premises servers, storage, databases), robust monitoring platforms (cloud-native tools, Dynatrace, Datadog, etc.), and security best practices. The ideal candidate will possess a strong track record of successfully operating within and delivering services to complex government shared services environments, ensuring high availability, performance, and security. You will be responsible for building and leading high-performing service delivery teams, fostering strong relationships with government stakeholders, and driving continuous service improvement.

Responsibilities:

Service Delivery Leadership: Oversee the end-to-end delivery of cloud and hybrid infrastructure services, ensuring adherence to SLAs, operational excellence, and customer satisfaction within the Government Shared Services Center framework.

Technical Expertise & Strategy: Provide strategic and technical leadership across cloud platforms, network infrastructure, on-premises server and storage environments, databases, and comprehensive monitoring solutions. Stay abreast of emerging technologies and industry best practices.

Government Stakeholder Management: Cultivate and maintain strong, collaborative relationships with key stakeholders within the Government Shared Services Center(s), understanding their unique needs and ensuring service alignment.

Team Leadership & Development: Build, mentor, and lead high-performing service delivery teams, fostering a culture of accountability, collaboration, and continuous learning.

Operational Excellence: Establish and optimize service delivery processes, implement ITIL or other relevant frameworks, and drive automation to improve efficiency and service quality.

Incident & Problem Management: Lead the response to critical incidents, ensuring timely resolution and effective communication. Drive root cause analysis and implement preventative measures.

Change Management: Oversee the planning and execution of infrastructure changes, ensuring minimal disruption and adherence to governance policies.

Security & Compliance: Ensure that all service delivery activities comply with relevant government regulations, security policies, and best practices. Collaborate with security teams to maintain a robust security posture.

Performance Monitoring & Reporting: Define and track key performance indicators (KPIs) and service level agreements (SLAs). Provide regular performance reports to stakeholders and drive data-driven service improvements.

Budget & Resource Management: Manage service delivery budgets effectively, optimize resource allocation, and ensure cost-efficiency.

Vendor Management: Manage relationships with relevant technology vendors, ensuring service quality and adherence to contracts.

Disaster Recovery & Business Continuity: Oversee the development, testing, and maintenance of disaster recovery and business continuity plans for the infrastructure services.

Requirements

Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.

Extensive experience (typically 10+ years) in IT service delivery, with a significant focus on cloud and hybrid infrastructure environments.

Proven experience (5+ years) in a leadership role managing service delivery teams.

Deep technical understanding of:

Cloud platforms (e.g., AWS, Azure, GCP) and their core services.

Hybrid infrastructure architectures and management.

Network infrastructure (LAN, WAN, firewalls, load balancers).

On-premises server and storage technologies.

Database technologies (e.g., SQL Server, Oracle, PostgreSQL, NoSQL).

Comprehensive monitoring platforms (e.g., cloud-native tools like CloudWatch, Azure Monitor, as well as third-party tools like Dynatrace, Datadog, Prometheus, Grafana).

Security principles and best practices in cloud and hybrid environments.

Strong understanding of ITIL framework and its application in service delivery.

Significant experience in operating within or delivering services to Government Shared Services Centers, including understanding the specific governance, security, and compliance requirements.

Excellent leadership, communication (written and verbal), interpersonal, and stakeholder management skills.

Proven ability to build and lead high-performing teams in a complex and demanding environment.

Strong problem-solving, analytical, and decision-making abilities.

Experience managing budgets and resources effectively.

Preferred Qualifications:

ITIL certifications (e.g., ITIL Expert, ITIL Managing Professional).

Cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert).

Security certifications (e.g., CISSP, CISM).

Experience with automation and Infrastructure-as-Code (IaC) tools.

Familiarity with relevant government regulations and compliance standards (e.g., IM8).