Position Summary
ROMTech is rapidly expanding, and with that growth comes a significant increase in IT service and support demands. We are seeking a seasoned Director of IT Services to provide a stable, accountable leadership presence over Department 10 (Service Delivery).
This role is responsible for overseeing all IT service delivery tasks and staff, ensuring that IT applications, systems, and end-user services remain available, reliable, and operationally efficient in support of the business. The ideal candidate is a strong people leader with a service-oriented mindset and experience scaling IT support operations in a fast-paced environment.
Key Results (What Success Looks Like)
- Highly available, stable, and efficient IT applications supporting ROMTech’s business operations
- Predictable, well-managed IT service delivery with clear ownership and accountability
- Improved response times, resolution rates, and user satisfaction
- Scalable service processes that keep pace with company growth
Key Responsibilities
- Provide overall leadership and direction for Department 10 (IT Service Delivery)
- Oversee all IT support functions, including help desk, desktop support, application support, and service request fulfillment
- Ensure availability, performance, and reliability of IT applications and end-user systems
- Establish, monitor, and report on service delivery KPIs, SLAs, and performance metrics
- Implement and continuously improve IT service management (ITSM) processes, including incident, request, problem, and change management
- Manage, mentor, and develop IT service delivery staff and team leads
- Act as the escalation point for critical service issues and outages
- Partner closely with IT Operations, Security, Engineering, and business stakeholders
- Forecast staffing needs and scale service delivery resources to meet demand
- Own service delivery tools and platforms (ticketing systems, monitoring, knowledge bases)
- Drive documentation, standard operating procedures, and knowledge management
- Support audits, compliance requirements, and internal controls related to IT services