Director, IT Services - Network Engineering - Remote

JOB DESCRIPTION Job Summary

Leads and directs team responsible for enterprise infrastructure and information technology (IT) operations.  Responsible for delivering reliable, high‑performing technology services across infrastructure, data, and operational support functions.  Ensures service quality and performance by monitoring operational health, analyzing trends, and maintaining alignment with established service level agreements (SLAs) and organizational expectations.  Partners with business leaders and stakeholders to define, evaluate, and communicate IT performance across systems, applications, services, and project portfolios.  Drives process, service, and operational improvements to enhance efficiency, reliability, and customer experience.  Builds strong business relationships to set expectations, proactively identify risks, and resolve issues with appropriate priority and visibility.  Provides strategic oversight, guidance, and leadership to ensure IT services meet evolving business needs and support enterprise goals.

Essential Job Duties

• Oversees team responsible for translating business needs into IT work product and project requests; assimilates and documents business needs, project requests and benefit value documentation including high level IT requirements, compliance implications and cost/benefit analysis. 
• Partners with IT leadership and IT project managers on key initiatives to identify dependencies/issue escalation from business participants and project management; ensures transition of projects into applicable tracking systems.   
• Provides technical and process knowledge within IT across silos and business partners to support consulting, problem resolution/facilitation and effective intake and solutioning; coaches and recommended solutions for project deliverables including business requirements document (BRD).  
• Analyzes, reviews and measures information technology (IT)-related service level performance against agreed upon service level agreements (SLAs) and operating level agreements (OLAs) with service providers (internal and external).
• Identifies opportunities to increase efficiency through continuous improvement and process optimization with consideration to budget impacts.
• Participates in IT service development and reporting of service level agreements (SLAs) to business stakeholders; champions IT service management (ITSM) processes, provides training and support for process rollouts, monitors processes, business feedback, and effective rollout of revised processes.
• Organizes complex IT project requests into manageable approaches, and advises on project setup/structure based on proposed scope.
• Collaborates with corporate IT leadership on key business initiative delivery; facilitates process improvements, manages SLAs, and deploys business communications. 
• Leverages knowledge of business processes, IT technologies and processes to inform appropriate project triage; consults with the business/IT on project scope, assumptions, development progress and estimation.
• Strategically informs standard business case development method outlined by IT project team to support evaluation and prioritization.   
• Drives down the cost of development and support while improving quality by implementing standard processes (systems development lifecycle (SDLC), architecture, project management, etc.).
• Recognizes, identifies and documents changes to IT services and supporting processes and or opportunities for service delivery improvement; facilitates groups for problem-solving and service improvement including definition/documentation, and business workflow analysis.   
• Develops effective processes, forums and tracking mechanisms to continuously improve process through business feedback, proactive handling of business complaints and facilitation of resolution.  
• Develops and maintains a service delivery plan (SDP) for corporate functions to include business strategies/needs with corresponding IT strategies/plans, IT projects, IT performance measurements, customer satisfaction improvement plans and other items as determined by IT senior leadership.
• Builds, manages and maintains effective business relationships with key stakeholders across business domains and multiple corporate functions to support IT service delivery.
• Collaborates closely with business partners and service providers to negotiate and define service‑level requirements for new IT s…