Service Delivery Director - Full-time - Maine

at Cianbro in Augusta, Maine, United States

Job Description

The Service Delivery Director is responsible to plan, initiate, and manage information technology (IT) projects. Manages staff and processes required to research, design, develop, and deliver software and system solutions used in providing network, data-center, and infrastructure services company-wide. Establish departmental responsibilities and coordinate functions among departments and sites. Serve as liaison between business and technical aspects of projects. Responsible for developing, communicating, and delivering a strategic plan for the Service Delivery department. Creates and makes necessary modifications to processes and procedures to ensure the most effective and efficient methods of developing and delivering services to ensure that business line priorities and objectives are met. Develops and manages operating and capital budgets as required.


Position Responsibilities:

Typical Functions

Manages staff and processes required to research, design, develop, and deliver software and systems in support of the business. Coordinates efforts with other IT departments and groups as well as with business line leaders to ensure services are developed and delivered according to business line needs and priorities.

Meets with, interviews, and consults with appropriate business line and IT staff to map to understand IT operational needs of the organization. Leads the process of identifying potential services to deliver quality, timely infrastructure services to meet the needs of the business.

Provides technical support to end-users, assuring quality user experience, timely response, and problem resolution.

People Management, including staffing models, project scheduling, career development, succession planning, performance reviews, etc.

Vendor management for all on-premise and cloud technologies under the purview of Service Delivery.

Reviews and assesses skills and capabilities of assigned staff. Seeks opportunities to increase staff capability through training and other methods. Works with corporate training department and other groups throughout IT to identify and utilize training opportunities.



IT Infrastructure:

Delivery of IT services, including Datacenter design and systems used to provide technology services to Operations and Support Services Departments.

Review and vet business requirements, build application and system blueprints, prepare RFP's and perform due diligence with vendors, etc. to assure infrastructure architecture meets company standards.

Work closely with Business Analysts, Data Management Team, and Enterprise Architecture teams to design robust, scalable applications and core services.


Network Engineering:

Design, develop and maintain a robust, scalable, and secure network.

Develop network strategic plans, including roadmaps, retirement plans, conversion plans, planning of enhancements and upgrades, etc.

Assure the performance and security of the network using scalable technologies to monitor, triage, and protect the data-center, backup sites, and job site networks from cybercriminals, outages, and performance degradation.


IT Purchasing & Mobility:

Timely preparation and management of IT-related invoices for review, approval, and payment. Collaborate with AP to assure IT services and purchases are handled in a timely manner.

Track and manage the technology assets deployed by IT.

Design, develop and deploy mobile technologies to support organizational needs.

Manage mobile device management solutions to protect the company's mobile assets.

Help Desk/Service Desk

Delivery of high-quality and personalized Level 1 Support with third-party Help Desk provider. Manage relationship with the vendor to assure services are being met according to company expectations and defined service levels.

Define and maintain a strong relationship with Level 1 Support vendor, with periodic reviews of help desk queues, escalated issues, and communication with Level 2 and 3 teams. Measure performance and satisfaction using customer surveys and feedback.

Review monthly billing expenses for service and identify opportunities for continuous improvement.


Regional and Desktop Support

Provide technical support services for all job sites using remote and in-person support as appropriate.

Provide regional support services for Corporate, Business Line locations, and field offices.

Working with Level 1 Helpdesk, Level 2 Support will be responsible for escalated tickets and calls requiring additional technical competency or security permissions for problem resolution.

Design and deployment of company laptops, tablets, and endpoint devices using computer imaging and mobile device management.


The Service Delivery Director reports to the Chief Information Officer. This... For full info follow application link.


Cianbro is an employee owned, tobacco-free, equal opportunity employer of women, minorities, veterans, individuals with disabilities and other protected categories.

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Job Posting: 575203

Posted On: Jul 01, 2021

Updated On: Sep 25, 2021