Job Opportunities in Poland
September 19, 2024
Billtrust EU Careers
Kraków
Director, IT Service Delivery
Director, IT Service Delivery
The Director, IT Service Delivery will lead the vision, strategy, and operational execution of the IT Service Delivery function on a global scale. The successful candidate will ensure that the Desktop Support team delivers high-quality services to end users across multiple regions while proactively removing barriers to efficiency. This role will focus on building scalable processes, enhancing user experience, and driving continuous improvement through innovative service delivery solutions. The ideal candidate is results-driven with a proven track record of leadership in a fast-paced, global environment.
What You'll Do:
What You'll Bring:
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The Director, IT Service Delivery will lead the vision, strategy, and operational execution of the IT Service Delivery function on a global scale. The successful candidate will ensure that the Desktop Support team delivers high-quality services to end users across multiple regions while proactively removing barriers to efficiency. This role will focus on building scalable processes, enhancing user experience, and driving continuous improvement through innovative service delivery solutions. The ideal candidate is results-driven with a proven track record of leadership in a fast-paced, global environment.
What You'll Do:
- Global IT Service Leadership: Lead the strategic direction and tactical operations for the global Desktop Support team, ensuring high-quality service delivery across multiple international locations.
- Performance & KPIs: Define and monitor performance metrics and KPIs to drive continuous improvement in service delivery, aligning with the evolving needs of the business.
- Scalability & Growth: Build a scalable end-user support organization that adapts to company growth, ensuring operational efficiency and responsiveness.
- Cross-Functional Collaboration: Partner with leaders across the organization to identify and address areas for improvement in end-user training, technical support, and user experience.
- Innovation & Automation: Champion technical innovation by implementing automation tools and self-service portals to streamline IT support processes and enhance user productivity.
- Escalation & Problem Resolution: Act as the final escalation point for complex technical issues, troubleshooting problems across the organization and coordinating cross-functional solutions.
- Hardware Management: Oversee the annual hardware refresh cycle and ensure timely procurement and deployment of resources to meet organizational needs.
- Compliance & Security: Ensure the Desktop Support team adheres to all relevant regulations and standards (e.g., PCI, HIPPA, SOX, GDPR), maintaining a secure computing environment across all locations.
- IT Asset Management: Develop and implement a comprehensive IT asset management strategy, including lifecycle management, inventory tracking, and disposal processes.
- Vendor & Budget Management: Maintain strong relationships with key vendors to ensure cost-effective procurement of hardware, software, and support services. Contribute to budget forecasting and contract negotiation.
- Team Leadership & Development: Recruit, manage, and mentor a global team of Desktop Support Technicians and Engineers, fostering a culture of excellence, collaboration, and professional development.
What You'll Bring:
- Educational Background: Bachelor's Degree in Information Technology, Management Information Systems, or a related field (or equivalent experience).
- Experience: 10+ years of relevant experience leading IT service delivery functions, with proven ability to thrive in a fast-paced, results-driven environment.
- Leadership & Mentorship: Demonstrated success in mentoring, developing, and leading distributed IT support teams across multiple global locations.
- Technical Expertise: Strong understanding of Windows, Active Directory, and Group Policy management, along with experience supporting various operating systems (mac OS, Linux, Windows, Azure Virtual Desktop).
- Compliance & Security: Experience with IT compliance standards, including PCI, HIPPA, SOX, and GDPR, and a deep understanding of cybersecurity best practices.
- Cross-Functional Collaboration: Ability to communicate effectively and work cross-functionally with teams in various global regions, including sales, finance, and operations.
- Innovation & Automation: Familiarity with cloud-based infrastructures (Azure, AWS) and experience in driving efficiency through automation and self-service technologies.
- Problem-Solving: Strong analytical and troubleshooting skills with a track record of resolving complex technical issues in high-pressure environments.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!
What You'll Get:
- Hybrid Work Environment: Enjoy the best of both worlds with our inviting office spaces and the freedom to work remotely. #LI-Hybrid
- A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- Flexible Working Hours: We support your lifestyle- the results are what count.
- Opportunities for Growth: Fuel your professional journey with a diverse range of development programs, from mentorship initiatives to specialized training tailored to your aspirations.
- Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and Founders Awards, our employees are recognized for hard work and outcomes achieved.
- Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
- Unique Individuals: We recognize the strength in our differences and champion diversity as a cornerstone of our forward-thinking culture. Join a team where unique perspectives and talents are valued and celebrated.
- Benefits: Enjoy a comprehensive array of country-specific perks and fringe benefits designed to support your well-being and enhance your overall experience at Billtrust.
Who We Are:
Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote
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We regret to inform you that this job opportunity is no longer available
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