IT Service Delivery Lead

THE ROLE
As our organization has transitioned further into a model of IT services that are primarily provided by outsourced contractors, we have identified a need for a management role focused on the evaluation and continuous improvement of the services provided by our contracted managed service providers. We are looking for a technology leader experienced in managing both internal and contracted teams providing IT services to join our leadership team. While this role will focus on the consistency of these services globally, ideal candidates will be able to balance those global needs with those of our London office and other sites in EMEA as a senior IT contact in the region. This role will report directly to the Global Director of IT, and collaborate closely with peers in systems infrastructure, auction and organizational operations, and regional leadership and project management.
RESPONSIBILITIES
Oversight and evaluation of global IT services provided by MSPs
A focus on providing a great IT experience for our employees while diplomatically balancing stakeholder needs to drive improvements to our services
Regular alignment with IT and Operations leadership teams to understand IT needs
Represent IT as a senior leader in our London headquarters and other sites in EMEA
Create and facilitate processes and meetings to continually maintain and improve the services provided by the IT organization
Manage a set of supporting vendor relationships, and supervise related budgets
Drive projects and initiatives to improve the services provided by our organization
Hold vendors to our agreements while retaining a sense of ownership and accountability for what they provide
Collaborate with infrastructure leads to understand the impact of systems and technical changes to end users, and propose related changes to our processes
Help ensure hardware inventory is maintained under the latest standards, and recommend any changes to help improve the experience of our employees
IDEAL EXPERIENCE & COMPETENCIES
Must have experience leading IT teams directly for a IT consulting firm or Managed Service Provider, as well as experience managing internal technical teams or contracted relationships on the client side
Experience tracking progress towards SLAs validating critical metric reporting, and suggesting methods of improved measurements and tracking
Have had a previous focus on IT end user services while closely collaborating with regional onsite, infrastructure and operational project leads
Experience driving telecoms and network projects would be a bonus as there are currently several on our road map
An understanding of auction operations, live events, and e-commerce business would also set up candidates for success in this role
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