IT Service Delivery Leader: Strategy & Governance

DPR Construction; Austin (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

DPR Construction is seeking an experienced IT service delivery leader to drive enterprise service delivery strategy and governance across service desk and field delivery. You will establish incident management standards and align delivery with technology strategy and business priorities.

Ideal candidates hold a bachelor's degree in computer science or related field, with 7–10 years in IT service desk or technical operations, and 4–6 years leading delivery teams.

Qualifications

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

Responsibilities

• Defines service delivery strategy, governance, and enterprise-level performance standards for service desk and field delivery.
• Oversees performance management of managers and service desk leadership and drives continuous improvement and reporting cadence.
• Ensures compliance with service management frameworks and enterprise policies and aligns operations to risk and regulatory obligations.
• Communicates service performance, risks, and improvement priorities to executive stakeholders.
• Oversees workforce planning, vendor/partner coordination related to delivery, and ensures operational resilience.
• Owns service portfolio performance metrics and leads capability-building initiatives across the delivery organization.
• Leads cross-functional governance forums, incident review boards, and succession planning activities.

Skills

IT service delivery

Incident management

Stakeholder communication

Leadership

Education

Bachelor's degree in computer science or related field

Tools

ITIL

Job description

DPR Construction is seeking an experienced IT service delivery leader to drive enterprise service delivery strategy and governance across service desk and field delivery. You will establish incident management standards and align delivery with technology strategy and business priorities.

Ideal candidates hold a bachelor's degree in computer science or related field, with 7–10 years in IT service desk or technical operations, and 4–6 years leading delivery teams.