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\n \n \n

\n Director - Enterprise IT Service Delivery

\n \n \n US-NY-Rye\n

\n \n \n

\n \n \n \n

Job ID

\n 2026-8223\n

\n \n \n \n Responsibilities\n \n \n

\n \n \n \n

The Director of IT Service Delivery leads the strategic oversight and operational management of IT support services across divisional and enterprise levels. This role ensures timely, efficient, and customer-focused operations through strong leadership and adherence to ITIL-based processes, including incident, request, problem, and change management.

The position establishes strategic partnerships with Infrastructure, Applications, and Information Security teams to maintain consistent service execution, clear communication, and high-quality outcomes across all supported environments. It also drives enterprise-wide service strategy, advances operational maturity, and strengthens collaboration among Service Delivery teams.

The Director leads the resolution of complex conflicts within and between teams, fostering a culture of accountability, professionalism, and mutual respect. The role regularly serves as a designee for senior IT leadership, representing IT Operations in enterprise planning, governance, and crisis management activities.

Through effective mentorship, strategic leadership development, and performance management, the Director builds organizational capability, promotes continuous improvement, and ensures IT Operations consistently delivers reliable, responsive, and high-quality support across the organization. Build a strong customer-focused team with world-class customer service skills to drive effective resolution with long-term business-oriented solutions and continually improve customer satisfaction.

Provide strategic leadership to both divisional and enterprise Help Desk and Field Services operations, establishing standards, driving innovation, and ensuring high-quality service delivery across all locations.

Lead Major Incident Management (MIM) operations and coordinate enterprise-wide communication, serving as primary liaison between IT Operations and executive leadership to ensure structured response and timely resolution.
Oversee Service Delivery project portfolios and strategic initiatives, ensuring enterprise visibility, alignment with organizational goals, and successful execution.
Establish and maintain strategic partnerships with Infrastructure, Applications, and Information Security leadership to ensure system stability, operational consistency, and cross-functional coordination.
Partner with IT Operations and senior leadership to identify and implement enterprise-wide service improvements, resource optimization strategies, and process standardization initiatives.
Develop and maintain comprehensive Service Delivery documentation, advanced metrics, and executive reporting frameworks that promote transparency and performance accountability.
Drive cross-divisional strategic alignment, ensuring unified service planning, process excellence, and collaboration among all Service Delivery teams.
Develop and mentor Service Delivery managers and team leads, building leadership capability, improving communication practices, and strengthening organizational engagement.
Maintain strategic communication with stakeholders at all levels, including executive leadership, to ensure awareness, responsiveness, and alignment with organizational objectives.
Lead the resolution of complex conflicts within and between teams through strategic communication and collaborative problem-solving.
Champion a culture of accountability, professionalism, and mutual respect across Service Delivery and peer IT functions.
Regularly serve as a designee for senior IT leadership, representing IT Operations in enterprise planning, governance, and crisis management activities.
Lead the development and execution of enterprise-wide initiatives that improve operational maturity, service quality, and organizational capability.
Direct policy reviews, process documentation, and continuous improvement efforts across IT Operations.
Engage in professional development and industry engagement to maintain current knowledge of IT service management practices, tools, technologies, and emerging trends.
Perform other related duties as assigned in support of IT Operations and organizational goals.

\n \n

\n \n \n \n \n \n

\n \n \n \n Qualifications\n \n \n

\n \n \n \n

Education:

Bachelor's degree in Information Technology, Computer Science, or a related field required.
Master's degree or MBA preferred. Equivalent work experience may be considered.
Training or certifications in Agile/Scrum and/or Project Management (PMP, PRINCE2) are highly desirable.

Experience:

8-12 years of IT service delivery experience, including at least 7 years in senior leadership roles managing multi-site or enterprise environments.
Extensive experience with incident and request management, performance monitoring, and strategic improvement of IT support services.

Knowledge:

Extensive experience managing and strategically directing IT support and service delivery operations across multiple locations, divisions, or enterprise organizations.
Expert understanding of ITIL processes, service performance metrics, continuous improvement methods, and service management frameworks.
Deep familiarity with enterprise service management tools, platforms, and end-user support environments.

Skills:

Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.
Proven ability to lead, develop, and mentor managers and senior team leaders in delivering consistent, high-quality support services at enterprise scale.
Exceptional written and verbal communication skills for working with users, peers, leadership, and executive stakeholders.
Superior organizational and strategic problem-solving skills with the ability to balance priorities across multiple divisions and competing demands.
Highly professional, customer-focused approach with strong commitment to service excellence, accountability, and continuous improvement.

Abilities:

Ability to supervise, coach, develop, and inspire technical support managers and staff at all levels.
Ability to work independently and collaboratively in a dynamic, fast-paced environment.
Ability to establish, follow, and enforce procedures and service standards while driving innovation.
High degree of discretion in handling sensitive or confidential information at the executive level.
Ability to handle and work with sensitive and confidential information and maintain strict confidentiality.

Any combination of education, training and experience equivalent to the requirements above that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job.

For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $170,000.00p/yr. to $180,000.00p/yr. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant's skills, job-related knowledge, and experience.

Unless otherwise specified, all posted opportunities are located in the New York or Greater Tri-State office locations.

\n \n

\n \n \n \n \n \n

\n \n \n \n Overview\n \n \n

\n \n \n \n

Founded in 1964, New York Blood Center (NYBC) has served the tri-state area for more than 60 years, delivering 500,000 lifesaving blood products annually to 150+ hospitals, EMS and healthcare partners. NYBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe's Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. NYBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit nybc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.

\n \n

\n \n \n \n \n \n \n \n \n \n \n \n

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\n...","promoted","title","Director - Enterprise IT Service Delivery","duration","Full Time","experienceLevel","","displayThumbnail","location","locations",[65],"id",["B","3014572180"],"displayHeadline","Work at New York Blood Center","category","Creative & Design","displayPublishedAt","2 days ago","displayUrl","/jobs/3014572180-director-enterprise-it-service-delivery","shortTitle","shortLocation","Rye, NY, United States","searchCompanyPath","/jobs?keyword=New+York+Blood+Center","searchLocationPath","/jobs?location=Rye%2C+NY%2C+United+States","searchTitlePath","/jobs?keyword=Director+-+Enterprise+IT+Service+Delivery",{"_66":67,"_68":69,"_70":71,"_72":73,"_74":75},"country","United States","city","Rye","formatted","Rye, NY, United States, 10580","state","NY","postal_code","10580",["D",1775836800000],"SupportFinity™","A healthcare organization in Oklahoma City is seeking a Director, IT Service Management to lead a team in developing IT standards and policies. This position requires a thorough understanding of ITIL Service Management practices, along with over 12 years of relevant experience and 5 to 7 years in leadership. The role includes responsibilities for incident management, change management, and ensuring service delivery efficiency, along with offering a comprehensive benefits package.\n#J-18808-Ljbffr\n","A healthcare organization in Oklahoma City is seeking a Director, IT Service Management to lead a team in developing IT standards and policies. Thi...","Director, IT Service Management & ITIL Excellence",[90],["B","3231511033"],"Work at SupportFinity™","19 hours ago","/jobs/3231511033-director-it-service-management-itil-excellence","Oklahoma City, OK, United States","/jobs?keyword=SupportFinity%E2%84%A2","/jobs?location=Oklahoma+City%2C+OK%2C+United+States","/jobs?keyword=Director%2C+IT+Service+Management+%26+ITIL+Excellence",{"_66":67,"_68":91,"_70":92,"_72":93,"_74":94},"Oklahoma City","Oklahoma City, OK, United States, 73116","OK","73116",["D",1775646000000],"PRIORITY Quality Consultants","A growing management and IT consulting firm in Greece is seeking freelance IT Governance Consultants to collaborate on various client projects related to IT Service Management. Responsibilities include developing processes and facilitating workshops, requiring a Bachelor's degree and 2-5 years experience in ITSM or Governance roles. Strong understanding of frameworks like COBIT and ITIL is essential, along with excellent communication skills in Greek and English. The role offers flexible collaboration, professional development opportunities, and competitive freelance rates.\n#J-18808-Ljbffr\n","A growing management and IT consulting firm in Greece is seeking freelance IT Governance Consultants to collaborate on various client projects rela...","Remote IT Governance Consultant (ITIL/COBIT) - Freelance",[109],["B","3198239817"],"Work at PRIORITY Quality Consultants","3 days ago","/jobs/3198239817-remote-it-governance-consultant-itil-cobit-freelance","Greece, NY, United States","/jobs?keyword=PRIORITY+Quality+Consultants","/jobs?location=Greece%2C+NY%2C+United+States","/jobs?keyword=Remote+IT+Governance+Consultant+%28ITIL%2FCOBIT%29+-+Freelance",{"_66":67,"_68":110,"_70":105,"_72":73},"Greece",["D",1775836800000],"General Description\nThe Director, IT Service Management will develop a team of ITSM professionals to develop standards, procedures, and policies to ensure infrastructure technology and application systems are maintained, enhanced, and supported in accordance with ITIL best practices. The position will ensure efficient operations of IT systems including those supporting on premise or cloud-based applications through continual improvement of service management processes based on measurement and analysis of key metrics.

Essential Responsibilities\nResponsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

Establish standards for use and consult on implementation and upgrade of systems and ITSM software solutions used by and in support of healthcare applications.

Consult with Infrastructure, application, and security technical teams on incident tracking solutions to improve service delivery.

Develop processes and procedures based on ITIL best practices to enable efficient function of key operational departments.

Provide subject matter expertise, strategic guidance, and execution support for ITSM practices including:

Incident/Major Incident Management: Ensure normal service operation is restored as quickly as possible and the business impact of telecommunications, infrastructure, or application outages is minimized.

Problem Management: Review trends, determining root cause and proactively taking actions to remediate the risk of future reoccurrences by recommending and driving the implementation of solutions.

Change & Release Management: Coordinate all IT change functions to ensure standardized methods, processes and procedures for monitoring changes to telecommunications equipment, infrastructure systems, or applications.

Asset & Configuration Management: Ensure that IT assets and configuration items (CIs), including telecommunications equipment, servers, databases, desktop/laptop computers and mobile devices are properly identified, controlled, recorded, and managed throughout their lifecycle.

Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement, problem management, and governance of the lifecycle of IT Service Management.

Forecast future skill needs to develop a workforce with the appropriate mix of business knowledge, technical skills, and competencies to support and build upon core team functions and prepare for changes in telecommunications, networking, and application technologies.

Develop and implement an overall IT Service Management roadmap, including a training strategy and plan.

Participate on technical calls for major incidents and outages and oversee Change Advisory Board (CAB) activities.

Advise IT planning and policymaking committees as appropriate to drive the development of technology standards, governance processes and performance metrics.

Manage special projects and initiatives as assigned.

General Responsibilities\nPerforms other duties as assigned.

Preferred Skills

Thorough understanding and ability to clearly articulate understanding of ITIL Service Management Practices, including Incident Management, Problem management, Change Enablement, Asset Management and Service Request Management.

The ability to effectively coach others in the use and application of ITIL practices.

Excellent team leadership, management, and consultation skills; ability to maintain productive working relationships both within a team and across team boundaries; coaching, mentoring, and training skills.

Strong verbal and written communication skills, experience producing reports and technical support documentation, ability to diplomatically resolve escalated issues.

Experience utilizing Service Management tools, preferably Service Now

Technical experience working with the Service Now Configuration Management database (CMDB) is a plus

Minimum Qualifications\nEducation:

Bachelor's degree in related field such as IT management, information systems, computer science, software, or computer engineering, systems engineering, etc required. Master's degree in related field preferred.

Experience:

12+ years of relevant experience required. 5 to 7 years of progressive leadership experience leading a service management team including balancing technical requirements against organizational and management responsibilities required. Experience in managing service transition of new systems from project to production environments.

License(s)/Certification(s)/Registration(s) Required\nITIL V4 Specialist, Strategist or Leader Certification preferred.

Knowledge, Skills and Abilities

Thorough understanding and ability to clearly articulate understanding of ITIL Service Management Practices, including Incident Management, Problem management, Change Enablement, Asset Management and Service Request Management.

The ability to effectively coach others in the use and application of ITIL practices.

Excellent team leadership, management, and consultation skills; ability to maintain productive working relationships both within a team and across team boundaries; coaching, mentoring, and training skills.

Strong verbal and written communication skills, experience producing reports and technical support documentation, ability to diplomatically resolve escalated issues.

Experience utilizing Service Management tools, preferably Service Now

Technical experience working with the Service Now Configuration Management database (CMDB)

OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.

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The Director, IT Service Management will develop a team of ITSM professionals to develop standards, procedures, and policies to ensure infrastructure technology and application systems are maintained, enhanced, and supported in accordance with ITIL best practices. The position will ensure efficient operations of IT systems including those supporting on premise or cloud-based applications through continual improvement of service management processes based on measurement and analysis of key metrics.\nResponsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.\nEstablish standards for use and consult on implementation and upgrade of systems and ITSM software solutions used by and in support of healthcare applications.\nConsult with Infrastructure, application, and security technical teams on incident tracking solutions to improve service delivery.\nDevelop processes and procedures based on ITIL best practices to enable efficient function of key operational departments.\nProvide subject matter expertise, strategic guidance, and execution support for ITSM practices including:\nIncident/Major Incident Management: Ensure normal service operation is restored as quickly as possible and the business impact of telecommunications, infrastructure, or application outages is minimized.\nProblem Management: Review trends, determining root cause and proactively taking actions to remediate the risk of future reoccurrences by recommending and driving the implementation of solutions.\nChange & Release Management: Coordinate all IT change functions to ensure standardized methods, processes and procedures for monitoring changes to telecommunications equipment, infrastructure systems, or applications.\nAsset & Configuration Management: Ensure that IT assets and configuration items (CIs), including telecommunications equipment, servers, databases, desktop/laptop computers and mobile devices are properly identified, controlled, recorded, and managed throughout their lifecycle.\nPartner with other leaders across the organization and champion the day-to-day operation, continuous improvement, problem management, and governance of the lifecycle of IT Service Management.\nForecast future skill needs to develop a workforce with the appropriate mix of business knowledge, technical skills, and competencies to support and build upon core team functions and prepare for changes in telecommunications, networking, and application technologies.\nDevelop and implement an overall IT Service Management roadmap, including a training strategy and plan.\nParticipate on technical calls for major incidents and outages and oversee Change Advisory Board (CAB) activities.\nAdvise IT planning and policymaking committees as appropriate to drive the development of technology standards, governance processes and performance metrics.\nManage special projects and initiatives as assigned.\nGeneral Responsibilities:\nPerforms other duties as assigned\nPreferred Skills:\nThorough understanding and ability to clearly articulate understanding of ITIL Service Management Practices, including Incident Management, Problem management, Change Enablement, Asset Management and Service Request Management.\nThe ability to effectively coach others in the use and application of ITIL practices.\nExcellent team leadership, management, and consultation skills; ability to maintain productive working relationships both within a team and across team boundaries; coaching, mentoring, and training skills.\nStrong verbal and written communication skills, experience producing reports and technical support documentation, ability to diplomatically resolve escalated issues.\nExperience utilizing Service Management tools, preferably Service Now\nTechnical experience working with the Service Now Configuration Management database (CMDB) is a plus\nMinimum Qualifications:\nEducation: Bachelor's degree in related field such as IT management, information systems, computer science, software, or computer engineering, systems engineering, etc required. Master's degree in related field preferred.\nExperience: 12+ years of relevant experience required. 5 to 7 years of progressive leadership experience leading a service management team including balancing technical requirements against organizational and management responsibilities required. Experience in managing service transition of new systems from project to production environments.\nLicense(s)/Certification(s)/Registration(s) Required: ITIL V4 Specialist, Strategist or Leader Certification preferred.\nKnowledge, Skills and Abilities:\nThorough understanding and ability to clearly articulate understanding of ITIL Service Management Practices, including Incident Management, Problem management, Change Enablement, Asset Management and Service Request Management.\nThe ability to effectively coach others in the use and application of ITIL practices.\nExcellent team leadership, management, and consultation skills; ability to maintain productive working relationships both within a team and across team boundaries; coaching, mentoring, and training skills.\nStrong verbal and written communication skills, experience producing reports and technical support documentation, ability to diplomatically resolve escalated issues.

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Mansueto Ventures is home to two of the most iconic and vibrant brands in business publishing: Inc. and Fast Company. Every day, the content, awards, and events produced help entrepreneurs and innovators succeed by providing useful insights, sparking essential conversations, and offering much-needed inspiration.

Inc. is the voice of the American entrepreneur, inspiring and documenting the risk-takers and ultra-driven go-getters who represent the most dynamic force in the American economy.
Fast Company is the world’s leading business media brand, focusing on innovation in technology, leadership, and design to inspire readers to shape the future of business.

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