Director of IT Service Delivery

Position Summary:

As an IT Services Delivery Director at Pax8, you play a pivotal role in the customer experience within our technology landscape. Reporting directly to the VP of Services Delivery, the director will be responsible for overseeing a team of managers and engineers which deliver the availability, security and continuity of technical systems aligned to the respective customer cohort (business unit, BU). The goal of the role to lead and guide managers to success resulting in the service delivery team(s) providing maximum value from technology solutions while assuring the best customer experience.

Essential Responsibilities:

• Strategic Leadership: Collaborate closely with senior leaders, Product Managers, and stakeholders to execute Pax8’s technology vision, strategy, and roadmaps within specified area. Autonomy over long-term planning with guidance and approval from senior leaders and may impact organization on a regional and global scale. Own the execution, delivery and modifications or terminations within the scope of technology services catalogue of applications.

• Team Management: Lead, mentor, and inspire a team of skilled architects, engineers fostering a culture of excellence, innovation, compliance of processes, and collaboration. Broad management knowledge to lead teams within a department, with understanding of other job areas within the functional area. Build team of managers that foster high performance-driven team by meeting Key Performance Indicators (KPIs). Manage team budget and expenditures.

• Problem Solving: Provide expert guidance and oversight to service delivery managers in reviewing complex, scalable, and innovative technology solutions that align with business goals. Problems are complex and may impact multiple departments or specialties; strategic decisions and policy setting impact team and department(s). Uncover and identify efficiencies, championing those initiatives for our team resulting in revenue /time saving opportunities.

• Technology Evaluation: Stay abreast of industry trends especially within area of specialty, emerging technologies, and best practices to make informed recommendations and decisions regarding technology adoption.

• Communication & Influence: Collaboration within service delivery team, business units (cohorts) and among the Strategy & Architecture team. Foster cross-cohort collaboration, working closely with IT Service Delivery Manager and Product Managers. Ensure team cohesiveness.

• Continuous Improvement: Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programs, receiving peer or leadership coaching, taking on stretch projects or on the job training. Uses data-driven insights and reporting to improve team performance. Motivates and lifts team members’ development as well.

Ideal Skills and Experience:

• Proven experience (10+ years) in enterprise architecture, solution design, and technical leadership roles.

• Strong leadership skills with a track record of managing and developing high-performing teams.

• In-depth knowledge of architecture principles, frameworks, and methodologies

• Excellent understanding of cloud technologies, microservices, APIs, and modern architecture patterns.

• Expertise in industry standard security and compliance requirements (SOC II, ISO, etc.)

• Experience with project management tooling (e.g. Confluence, Jira, ServiceNow) and methodologies (agile, kanban)

• Experience using engineering tools; python, powershell, sql, jupyter, awscli, github, RESTful APIs, MS graphAPI

• Exceptional communication and interpersonal skills, capable of engaging and influencing stakeholders at various levels.

• Strategic mindset with the ability to align technology strategies with business goals.

• Previous experience in the technology industry or SaaS/cloud solutions is highly desirable, or experience using Salesforce, ServiceNow, NetSuite, Workday or SharePoint.

Role Competencies:

Collaborates- Building partnerships and working collaboratively with others to meet shared objectives 

Courage​- Stepping up to address difficult issues, saying what needs to be said

Global Perspective- Taking a broad view when approaching issues using a global lens 

Optimizes Work Processes​- Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement 

Situational Adaptability​- Adapting approach and demeanour in real time to match the shifting demands of different situations

Manages Complexity​- Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems 

Communication & Influence - Communicates with parties within and outside of own job area, which may include external clients or vendors depending upon the job division. Uses compelling arguments to gain support and commitment of others 

Organization Impact - Autonomy over day-to-day operational tasks with high-level guidance from Directors+; may manage certain processes within a defined budget; manages a team with focus on policy and strategy implementation. Building partnerships and working collaboratively with others to meet shared objectives 

Required Education & Certifications:

• At least 10-15 years’ experience in technical field or related experience

• B.S./B.A. degree in Information Technology, Computer Science, or a related field; or equivalent work experience

• Certifications in Pax8 Technical Stack expertise a plus

Compensation:

• Qualified candidates can expect a salary beginning at $145,000/yr or more depending on experience

Expected Closing Date: 10/7/2024

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