National IT Director: Service Delivery & Strategy

Alliance Animal Health; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Alliance Animal Health is seeking a senior IT leader to oversee day-to-day IT support across our national hospital network, ensuring reliable service delivery and strong CSAT. You will drive escalations, vendor management, and technology initiatives while mentoring admins and maintaining documentation.

Key focus areas include Microsoft 365, networking, cloud services, and security, with hands-on involvement and a commitment to process improvement across distributed locations.

Responsibilities

• Lead day-to-day IT support and service delivery across a national hospital network.
• Monitor queues, escalations, SLAs, CSAT, and recurring support trends.
• Serve as senior escalation resource and improve support processes.
• Manage MSP relationship and hold vendors accountable to service commitments.
• Lead service reviews and coordinate onboarding and knowledge transfer.
• Plan and deliver technology initiatives like onboarding, infrastructure, and security.
• Manage multiple projects across distributed locations with diverse stakeholders.
• Stay hands-on with Microsoft 365, networking, and cloud services.
• Mentor Systems Administrators and maintain operational documentation.

Tools

Microsoft 365

Networking

Cloud services

Job description

Alliance Animal Health is seeking a senior IT leader to oversee day-to-day IT support across our national hospital network, ensuring reliable service delivery and strong CSAT. You will drive escalations, vendor management, and technology initiatives while mentoring admins and maintaining documentation.

Key focus areas include Microsoft 365, networking, cloud services, and security, with hands-on involvement and a commitment to process improvement across distributed locations.