Position Title:
Director Of Technology Services-Service Delivery
Job Description:
The Director, Service Delivery is accountable for the end-to-end quality of IT support services delivered to Salt Lake City employees and residents. The role drives a culture of operational excellence through continuous process improvement, ensures SLA/KPI compliance, and serves as the primary IMS Incident Commander during major outages and critical IT incidents. The Director leads the Service Desk and broader Service Delivery function while partnering with IMS division leaders to align service operations with city-wide technology and business objectives.
Customer-Facing Responsibilities
The Director works directly with city departments to ensure consistent, high-quality IT support. This includes managing service priorities, tracking and reporting SLA and KPI performance, resolving service gaps, and maintaining high customer satisfaction scores. The Director serves as the senior escalation point for any unresolved customer concerns.
Internal Service Operations
The Director directs internal support and operations staff to deliver reliable services across the IMS portfolio. This includes managing incident, problem, and change processes under the ITIL framework; collaborating with the Deputy CIOs on resource allocation; and continuously identifying and eliminating service inefficiencies through structured process improvement methodologies.
Major Incident Command
The Director serves as the primary IMS lead — the Incident Commander — during Severity 1 and Severity 2 outages. In this capacity, the Director activates and leads the Major Incident Response Team (MIRT), coordinates cross-functional technical resources, owns stakeholder and executive communications throughout the incident lifecycle, and drives the post-incident review process to completion.
Strategic Alignment
The Director collaborates with IMS leadership and Lines of Business to support ongoing development and execution of IMS’s service strategy. This includes contributing to ITSM platform governance, leading the service improvement roadmap, and supporting IMS innovation initiatives that directly impact service delivery outcomes.
Must include both a cover letter and resume to be considered!
IMPORTANT: Early application submittal is encouraged. This position will remain open until it is filled and may close at any time without notice.
POSITION SALARY RANGE
$104,197 - $156,000
This position is eligible for full city benefits, including:
- Health Insurance
- Dental, Vision and Life Insurance
- Paid vacation and personal leave
- 6-12 weeks of paid parental leave available
- Retirement contributions toward a pension plan and/or 401(k)
- A robust Employee Assistance Plan (EAP)
- Up to $4,000 tuition reimbursement annually
- Discounted supplemental benefits like pet insurance and legal services
Essential Functions:
Service Delivery Management
- Establishes, monitors, and reports on enterprise-wide service metrics, SLAs, and KPIs across the IMS Service Desk and broader service delivery portfolio.
- Manages daily service operations including incident triage, request fulfillment, problem management, and escalation handling.
- Owns the ITIL Problem Management process; drives root cause analysis and permanent resolution of recurring incidents.
- Ensures adequate staffing, scheduling, and skills coverage to meet operational workloads and service commitments.
- Maintains and manages Help Desk SLAs in alignment with city business requirements; develops and tracks customer satisfaction metrics.
- Conducts after-action reviews following significant service events and tracks findings through to resolution.
Continuous Process Improvement
- Leads the IMS Service Improvement Program (SIP) for the Service Delivery function; identifies, prioritizes, and executes structured improvement initiatives aligned with IMS strategic goals.
- Applies process improvement methodologies (Lean, Kaizen, Six Sigma, or ITIL Continual Service Improvement) to reduce waste, eliminate friction, and raise service quality.
- Benchmarks IMS service operations against industry standards and peer organizations; presents findings and recommendations to IMS leadership.
- Partners with ITSM administrators to leverage platform data, automation, and workflow enhancements to improve team efficiency and response times.
- Builds a culture of continuous improvement within the Service Delivery team through regular retrospectives, metrics-driven coaching, and transparent performance communication.
- Documents current-state and future-state processes; maintains an up-to-date service operations knowledge base.
Major Incident Command
- Serves as the primary IMS Incident Commander for all Severity 1 and Severity 2 incidents; activates and chairs the Major Incident Response Team (MIRT).
- Establishes and enforces the Major Incident Management process, including escalation thresholds, notification trees, bridge call protocols, and communication cadences.
- Owns all executive and stakeholder communications during a major incident, providing clear, timely updates to the CIO, Deputy CIOs, and impacted city departments.
- Coordinates temporary resource reassignment across IMS divisions as needed to resolve customer-impacting incidents.
- Leads post-incident reviews (PIRs) within defined SLA windows; ensures all corrective actions are assigned, tracked, and completed.
- Maintains and regularly tests the Major Incident Response playbook; coordinates tabletop exercises and simulations with IMS technical teams.
Change & Configuration Management
- Contributes to the IMS Change Management process; represents service delivery risk and customer impact in CAB deliberations.
- Monitors post-change service performance; coordinates rollback or corrective action when changes negatively impact supported services.
Leadership & Staff Development
- Supervises Service Delivery staff including hiring, onboarding, training, performance management, and disciplinary action.
- Coaches and develops team members through structured one-on-ones, skills development plans, and ITIL or service management training opportunities.
- Fosters a collaborative, customer-first team culture aligned with IMS values and the City’s commitment to public service excellence.
- Performs other duties as assigned.
MINIMUM QUALIFICATIONS:
- Graduation from an accredited four-year college or university with a bachelor’s degree in computer science, information technology, or related field, plus 10 or more years of technology service delivery, project management or solution management experience. An equivalent combination of education and experience may be substituted on a year-for-year basis.
- Demonstrable proficiency in defining service or solution value propositions and value delivery tracking.
- Demonstrable proficiency in business process analysis, process workflow design, technology roadmap creation, Agile methodology, Change management, software solution requirements definition and cross-functional project coordination.
- Demonstrable ability to act as an expert and consultant to executive-level managers and decision makers.
Preferred Experience:
- Experience in a government, public sector, or enterprise IT environment
- Demonstrated experience leading or contributing to a formal process improvement program (Lean, Six Sigma, or equivalent)
- Experience implementing or administering an ITSM platform (Freshservice, ServiceNow, ManageEngine, or equivalent)
- Experience as an Incident Commander or Major Incident Director in a 24/7 or near-continuous IT operations environment
- ITIL 4 Foundation certification (or ITIL v3 with commitment to upgrade within 12 months of hire)
- PMP or equivalent project management certification preferred
WORKING CONDITIONS:
- Light physical effort. Intermittent sitting, standing & walking. Comfortable working conditions.
- Regular exposure to stressful situations as a result of human behavior and the demands of the position.
- Frequent stressful situations imposed by inflexible deadlines and customer requirements. Frequent weekend work and evening work is required as well as 24/7 support on certain systems.
The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities
POSITION TYPE
Full-Time
DEPARTMENT
Information Management Services
Full Time/Part Time:
Full time
Scheduled Hours:
40
