Enterprise IT Service Delivery Leader

DPR Construction; Atlanta (GA); On-site; USD 140,000 - 180,000; Full time

Job summary

DPR Construction is seeking a senior leader to oversee enterprise service delivery strategy and governance across the service desk and field delivery functions. The role defines standards for incident management and performance, aligning delivery with technology strategy and business priorities.

The position requires a bachelor’s in a related field and 7–10 years in IT service desk/ops, with 4–6 years leading delivery teams. ITSM leadership certification is preferred.

Qualifications

• Bachelor’s degree in computer science or related field.
• 7–10 years of experience in IT service desk or technical operations.
• 4–6 years of experience leading service delivery teams or functions.
• Leadership or advanced ITSM certification preferred.

Responsibilities

• Defines service delivery strategy, operational governance, and enterprise-level performance standards for service desk and field delivery to ensure alignment with business and technology objectives.
• Oversees performance management of managers and service desk leadership and drives continuous improvement and reporting cadence across service delivery functions.
• Ensures compliance with service management frameworks and enterprise policies and aligns operations to risk and regulatory obligations across the organization.
• Communicates service performance, risks, and improvement priorities to executive stakeholders to influence strategic direction.
• Oversees workforce planning, vendor/partner coordination related to delivery, and ensures operational resilience across service delivery channels.
• Owns service portfolio performance metrics and leads capability-building initiatives across the delivery organization to enhance scalability and effectiveness.

Education

Bachelor’s degree in computer science or related field

Job description

DPR Construction is seeking a senior leader to oversee enterprise service delivery strategy and governance across the service desk and field delivery functions. The role defines standards for incident management and performance, aligning delivery with technology strategy and business priorities.

The position requires a bachelor’s in a related field and 7–10 years in IT service desk/ops, with 4–6 years leading delivery teams. ITSM leadership certification is preferred.