Director - Enterprise IT Service Delivery

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.

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.

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.