Associate Director, IT Service Delivery

Who We Are:

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4gBlog 

About the Role:

The Associate Director, IT Service Delivery is a critical leadership role responsible for ensuring the efficient and effective delivery of IT services to the organization. This position will lead a team of IT professionals, oversee service management processes, and drive continuous improvement initiatives, with a strong focus on automation and process optimization within ITSM tools like ServiceNow and FreshService. A key aspect of this role is establishing and optimizing efficient processes for end-user hardware and software delivery, ensuring a seamless experience for remote employees. This includes working with procurement, vendor relationships, and cost optimization.The ideal candidate will be a strategic thinker with strong leadership, communication, and problem-solving skills, and a proven track record in IT service delivery management, including practical experience in automating IT workflows.

Qualifications:

10+ years of experience in IT service delivery management.

- Hands-on experience in designing, implementing, and maintaining ITSM tool automation (ServiceNow, FreshService, etc.).

- Proven experience leading teams and scaling service delivery functions.

- Expertise in ITIL framework and service management best practices.

- Strong hands-on experience with ITSM tools (ServiceNow, Jira Service Management, FreshService).

- Significant experience automating workflows within ITSM platforms, including: Vulnerability Management, Incident

Response ,Risk Management, HR Onboarding/Offboarding, Recruitment workflows,Experience with cloud

technologies.

- Strong leadership and team management abilities.

- Excellent communication and interpersonal skills.

- Analytical and problem-solving mindset.

- Ability to manage multiple priorities and meet deadlines.

- Customer-focused and service-oriented approach.

- Solid understanding of IT infrastructure and operations.

- Preferable: Prior coding/scripting experience (JavaScript, Python) or ITSM tool administration experience.-

Key Responsibilities:

Service Delivery Management & Automation

- Establish and manage the day-to-day operations of IT service delivery, ensuring adherence to SLAs and KPIs.

- Develop, implement and continuously refine  service management processes (ITIL framework preferred) for incident, problem, change, and service request management.Lead the setup and optimization of processes within the ITSM tool viz.

- Vulnerability Management, Incident Response, Risk Register, HR Onboarding/Offboarding automation, Recruitment workflows etc.

- Monitor service performance, identify trends, and implement corrective actions to improve service quality.

- Ensure effective communication and coordination between IT teams and business stakeholders.

- Establish and optimize efficient processes for end-user hardware and software delivery, specifically tailored for a remote working setup.

- Manage the full lifecycle of end-user hardware, from procurement to deployment and support, focusing on cost-effectiveness and efficiency

Leadership & Team Management

- Lead, mentor, and develop a high-performing IT service delivery team.

- Set performance goals, provide regular feedback, and conduct performance reviews.

- Foster a collaborative and results-driven team environment.

- Manage team scheduling and resource allocation for adequate coverage.

Service Improvement & Optimization

- Identify and implement opportunities for service improvement using data analysis and feedback.

- Drive automation initiatives to enhance efficiency and customer satisfaction.

- Implement and maintain ITSM tools and technologies.

- Conduct regular service reviews for continuous improvement.

Stakeholder Management

- Build and maintain strong relationships with business stakeholders.

- Act as a point of escalation for service-related issues, ensuring timely resolution.

- Communicate service performance and improvement plans to stakeholders.

- Collaborate with Procurement to manage vendor relationships.

Compliance & Security

Ensure adherence to IT policies, standards, and regulations.

Maintain a strong focus on IT security and data protection.

Support business continuity planning to ensure IT asset availability during crises.

Participate in audits and risk assessments, addressing compliance gaps proactively.

Budget & Resource Management

Assist in budget planning for ITSM operations and tool investments.

Optimize resource utilization while maintaining high service standards.

Preferred Qualifications

ITIL certification (e.g., ITIL v4 Managing Professional).

ITSM System Administration/Architecture certification.