We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.

Summary:

The Service Delivery Director – Group & Digital will refine and implement the strategy and roadmap for the provision of several groupwide enterprise IT systems and services and act as IT’s business partner globally to the RES Group and Digital leaders.

The Service Delivery Director – Group & Digital will manage the portfolio of business applications that support the Group and Digital value stream, steering the continued investment and development of services across platforms that Microsoft 365, Salesforce, and Service-Now as well as technologies that support cloud native application and data development. This role will participate in business strategic planning processes to ensure that change delivery can support the translation of business goals and objectives into the mobilization of technology initiatives, activities and projects.

This role reports into the Group CIO, as part of the IT leadership team, and leads an international team with global reach. Works closely with colleagues and stakeholders across multiple geographies, taking on a leading role within IT to deliver RES’s business objectives through technology.

Requirements:   

• Provides IT Service delivery for technology solutions (infrastructure, data, applications, and services) that support corporate and support functions as well as our digital product team delivery
• Oversees the management of service level agreements (SLAs), ensuring that all IT services are delivered in line with expectations.
• Monitors and reports on the performance of IT services, identifying areas for improvement and implementing changes as necessary
• Drives continuous improvement initiatives to enhance service delivery processes and customer satisfaction.
• Owns, develops and nurtures strong relationships between the business and IT, ensuring that regular communications forums are established and scheduled regularly.
• Manages relationships with external vendors and partners to ensure they meet their contractual obligations and deliver value to the organization.
• Ensures effective change delivery across the portfolio to adhere to time, cost, and quality requirements.
• Ensures appropriate governance to balance effective execution and control of cost vs. risk to the organization.
• Defines and evolves roadmaps and priorities for initiatives and IT Services that support the value streams, leveraging core IT Services and processes where appropriate.
• Oversees the lifecycle of software applications, ensuring that applications adhere to architectural standards, meet business needs and user requirements, and are supportable.
• Works with IT capabilities to ensure appropriate resourcing for service delivery and change delivery by leveraging existing resources, hiring, or using contractors where needed.
• Collaborates with key stakeholders from management to executive levels throughout the business and IT, to identify service delivery requirements and ensure alignment with business objectives.
• Ensures that IT service delivery processes are efficient, cost-effective, and compliant with relevant regulations and standards.
• Participates in strategic planning and contribute to the development of the overall IT strategy.
• Manages relationships with external vendors and partners to ensure they meet their contractual obligations and deliver value to the organization.
• Provides & demonstrates hands on leadership ensuring that appropriate prioritizing, planning, resourcing, and contingency for customer issues are highlighted into portfolio and resource plans.
• Manages a cross functional IT team, providing coaching and development to improve skills and collaboration, and fostering a culture of continuous learning and improvement.
• Manages multiple direct reports, responsible for setting objectives, undertaking quarterly reviews and year end review cycles for direct reports.
• Drives continuous improvement initiatives to enhance service delivery processes and customer satisfaction.
• Prepares and manages the service delivery budget, ensuring cost-effectiveness and resource optimization.
• Attends work regularly and punctually, as scheduled or expected.
• Complies with Employee Handbook, Code of Conduct and Company Policies & Procedures.
• Collaborate with other IT leaders to ensure that IT services are integrated and aligned with the broader IT strategy.
• Oversee and participate as an escalation point in an IT on call rotation.
• Collaborate with a global IT and business stakeholders across multiple time zones by occasionally attending meetings outside of core business hours as needed.

Safety:

• Presents, supports, and leads-by-example with a safety and quality-oriented attitude.
• Leads by example to show that safety is the most important function, ensuring that all employees follow safe practices while working.
• Accountable to continually reinforce safe behaviors and correct “at risk” behaviors.
• Adheres to and ensures all site team members understands standard operating procedures.
• Leads and supports the site team in technical, quality and safety, utilizing system in place.
• Follows safety and security procedures and determines appropriate action.  Reports potentially unsafe conditions and uses materials and equipment properly.

Leadership: 

• Fosters and demonstrates a workplace inclusive of creating opportunity, serving others, building trust, innovation, and exceeding expectations.
• Manages one or more direct reports.
• Participates in hiring and selection process to fill positions on the team.
• Communicates regularly with direct reports on goals, accomplishments, and information on policies.
• Demonstrates leadership and expertise in eyes of client group.
• Employee Development:
  • Provides tasks and assignments that challenge and stretch employees’ responsibilities.
  • Conducts regular discussions with employee(s) on personal development. Comfortable with empowering others.
  • Conducts timely, effective performance reviews in accordance with RES guidelines.

Qualifications: 

• Bachelor’s degree in Management of Information Systems or related or equivalent years of experience  is required.
• Project or Program Management Certification (e.g. PRINCE2, PMP, MSP) is preferred.
• ITIL® v3 or v4 Foundation Certificate in IT Service Management is preferred.
• 8+ years of experience working in an IT service delivery, business partnership leadership or similar role is required.
• Ability to travel domestic and international 5-15%
• Good understanding of common project delivery and software development frameworks (e.g. PMP, PRINCE2, DevOps, scrum, agile, waterfall), with hands-on experience working within some of these.
• Excellent knowledge of common enterprise platforms including Microsoft 365, ServiceNow, SalesForce, and other support function platforms
• Familiar with common cloud-native software development processes, and provisioning services in support of modern product teams
• Excellent knowledge of the ITIL framework and best practices and IT Service Management processes.
• Extensive experience with IT Delivery, end to end Portfolio and Programme management, using a variety of delivery methodologies.
• Foundational technical understanding of commonly deployed enterprise technologies and common business systems technical architectures and components
• Excellent vendor management & knowledge of common procurement processes (e.g. RFI, RFP)
• Foundational knowledge of common data & analytics and system and data integration patterns, methods & technologies.
• Foundational understanding of data management and data governance practices and their application to enterprise content and document management environments
• Excellent verbal and written communication skills, including English Language skills at minimum CEFR C1 (C2 preferred)
• Demonstrated ability to take the initiative and operate proactively.
• Financial acumen and budgeting, including production of spend and investment submissions.
• Influencing stakeholder attitudes, decisions, and actions for mutual benefit.
• Extensive experience with IT Delivery, end to end Portfolio and Programme management, using a variety of delivery methodologies.
• Have extensive successful change delivery experience using Lean, Waterfall, Agile, Kanban, and/or SCRUM techniques.
• Track record of raising the level of capability of service delivery processes at pace.
• Experience of working in an environment with multiple and complex sponsors and stakeholders.
• Strong ability to collaborate effectively with other departments, building strong partnerships to drive collective success. 
• Experience in aligning efforts and resources across functions towards common organizational goals. 
• Adaptability and Problem-solving
• Capacity to stay abreast of evolving technologies and industry trends, finding innovative solutions to complex problems. 
• Working knowledge of key cyber security principles, able to work with RES Cyber Security team to develop roadmaps to remediate or introduce new cyber standards to comply with global security standards.
• Proactive approach to addressing challenges and obstacles in cloud infrastructure and software engineering domains. 

Anticipated base salary range:  $151,000 - $178,000

The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.

RES offers benefits that are effective first day of employment. These benefits include the following:

• Medical, Dental and Vision
• Health Savings Account with employer contribution
• Flexible Spending Accounts
• 4x pay Basic Life and Voluntary Life
• Short and Long Term Disability
• Accident, Hospital, and Critical Illness
• 401 (k) plan with 6% company match
• 4 weeks Paid Time Off (PTO) and 10 Paid Holidays
• Tuition Reimbursement and Green Car Reimbursement
• Volunteer and Charity Matching
• Paid Parental Leave and Paid Sabbatical Leave
• Employee Referral Bonus
• Employee Discounts and Wellness programs
• Wellness Reimbursement

Physical requirements and environment:

The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rarely: Climbing, crouching, kneeling, pulling/pushing/lifting between 5-15lbs., and stooping are required. 

Occasionally: Carrying 5-15lbs., gripping, handling, pinching, and walking are required.

Frequently: Standing is required.

Constantly: Reading, grasping, hearing, reaching, vision, repetitive motion, and sitting is required.

Rarely exposed to extreme cold, heat, and humidity, and wet climates, in the working environment.

Occasionally exposed to noise and hazards in the work environment.

We maintain a drug-free workplace.  Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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