Director of Service Delivery - IT

Summit BHC; Franklin (TN); On-site; USD 140,000 - 190,000; Full time

Job summary

Summit Healthcare Mgmt in Franklin, TN seeks a Director of Service Delivery to lead the IT Service Delivery team and oversee end-user services across locations. You will implement ITIL-aligned processes, establish SLAs, and drive continuous improvement in service quality and reliability.

The role requires a strong background in ITSM, budgeting, vendor management, and leadership of large teams. On-site at headquarters with collaboration across executive stakeholders.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Ten or more years in IT service delivery, with at least five years in a leadership role.
• Strong knowledge of IT service management delivery, process improvement and best practices.
• Experience managing multi-location IT operations and service delivery.
• Excellent leadership, communication, and interpersonal skills.
• Experience managing budgets and vendor contracts.
• Experience measuring team and system performance with ability to deliver KPIs.

Responsibilities

• Lead and manage the IT Service Delivery team, including service desk, network operations, and infrastructure support.
• Develop and implement IT service delivery strategies that align with business objectives and ensure high levels of performance and reliability.
• Foster a culture of excellence, accountability, and ongoing improvement within the service delivery team.
• Collaborates with department leaders and corporate executives, as needed.
• Communicates instructions, expectations and timelines clearly and concisely.
• Manages staff scheduling to maintain productivity and control overtime.
• Oversee the delivery of IT services to all locations, ensuring consistent and reliable performance.
• Implement and monitor SLAs to ensure high-quality service delivery.
• Negotiate contracts and manage vendor performance to meet organizational needs and budgetary constraints.
• Develop and manage the IT service delivery budget, ensuring efficient allocation of resources.

Skills

IT service management

ITIL

Leadership

Budget management

Vendor management

Communication

Multi-location operations

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM tools

Budgeting software

Job description

Director of Service Delivery - IT | Summit Healthcare Mgmt | Franklin, Tennessee

About the Job

PURPOSE STATEMENT: The Director of Service Delivery is responsible for all information technology service management and end-user services functions across all locations. Service management functions include the Summit IT Service Desk and all associated ITIL processes including, but not limited to, change, incident, problem, asset, and configuration management. End-user services functions include budgeting, procurement, deployment, administration, support, and decommissioning of end-user computing devices including personal computers, tablets, phones, and printers.

Roles and Responsibilities

ESSENTIAL FUNCTIONS

• Lead and manage the IT Service Delivery team, including service desk, network operations, and infrastructure support.
• Develop and implement IT service delivery strategies that align with business objectives and ensure high levels of performance and reliability.
• Foster a culture of excellence, accountability, and ongoing improvement within the service delivery team Identifies and prioritizes issues of importance, including those priority issues as set by leadership.
• Collaborates with department leaders and corporate executive leaders, as needed.
• Communicates instructions, expectations and timelines clearly and concisely.
• Manages staff scheduling to maintain productivity levels, curtailing unnecessary overtime and/or excessive staff work hours.
• Maintains accountability expectations for self and staff in all areas of job performance.
• Engages staff in quality and safety basics to ensure sustained, measurable compliance.
• Identifies staff educational needs and ensures they are addressed with education programs that are attended by staff.
• Hold staff accountable for non-compliance and safety concerns, as well as attendance, following policies, behavior, and adherence to the code of conduct.
• Oversee the delivery of IT services to all locations, ensuring consistent and reliable performance.
• IT Service Desk operations and continual service improvement
• PC procurement and inventory management
• Desktop support for end users
• Identity and Access Management (IAM)
• Implement and monitor service level agreements (SLAs) to ensure high-quality service delivery.
• Manage and resolve escalated service issues, ensuring timely resolution and effective communication with stakeholders.
• Identify opportunities for process improvements and implement best practices in IT service management (ITSM).
• Utilize metrics and performance data to drive continuous improvement initiatives.
• Ensure compliance with ITIL (Information Technology Infrastructure Library) standards and other relevant frameworks.
• Manage relationships with IT service providers, vendors, and partners to ensure the delivery of high-quality services.
• Negotiate contracts and manage vendor performance to meet organizational needs and budgetary constraints.
• Evaluate and select new vendors as needed to support evolving business requirements.
• Develop and manage the IT service delivery budget, ensuring efficient allocation of resources.
• Monitor and control expenditures to meet financial targets.
• Ensure the effective utilization of IT resources, including personnel, hardware, and software.
• Collaborate with the SVP of IT and other senior leaders to develop and execute IT strategies that support the organization’s goals.
• Stay abreast of industry trends and emerging technologies to recommend and implement innovative solutions.
• Develop and maintain a roadmap for IT service delivery enhancements.
• Communicate effectively with business leaders, department heads, and other stakeholders to understand their IT needs and priorities.
• Provide regular updates on service delivery performance, projects, and initiatives.
• Promote a customer-centric approach to IT service delivery.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS

• Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent combination of education and experience.
• Ten or more years of experience in IT service delivery, with at least five years in a leadership role required.
• Strong knowledge of IT service management delivery, process improvement and best practices.
• Proven experience managing multi-location IT operations and service delivery.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving abilities and a results-oriented approach.
• Experience managing budgets and vendor contracts.
• Experience measuring team and system performance with ability to deliver metrics and KPI’s.

LICENSES/DESIGNATIONS/CERTIFICATIONS

• Professional and/or technical certifications preferred.

WORK LOCATION

This position is on-site at the Company’s headquarters in Franklin, TN and is not a remote position.

SUPERVISORY REQUIREMENTS

Five or more years of related management experience required, health care experience preferred.

Why Summit Healthcare Mgmt?

Summit Healthcare Mgmt offers a comprehensive benefit plan and a competitive salary commensurate with experience and qualifications.

Summit Healthcare Mgmt is an EOE.

Veterans and military spouses are highly encouraged to apply.

Summit BHC is dedicated to serving Veterans with specialized programming at our treatment centers across the country. We recognize and value the unique strengths of the military community in supporting our mission to serve those who have served.