Associate Director, IT Service Delivery

**Overview:** - HighLevel is a cloud-based marketing and sales platform serving over 60K agencies and 450K businesses globally. - Employs 1000+ staff across 15 countries, with a focus on company culture, creativity, and work-life balance. - Associate Director, IT Service Delivery role critical for IT service management and process optimization. **Key Responsibilities:** - Manage IT service delivery operations, adhering to SLAs and KPIs. - Develop and refine ITIL-based service management processes. - Automate workflows in ITSM tools for various IT functions. - Lead and develop a high-performing IT service delivery team. - Drive service improvement initiatives and maintain ITSM tools. - Manage stakeholder relationships and ensure compliance with IT policies. - Support business continuity planning and participate in audits. - Assist in budget planning and optimize resource utilization. **Requirements/Skills/Qualifications:** - 10+ years of IT service delivery management experience. - Hands-on experience with ITSM tool automation (ServiceNow, FreshService). - Expertise in ITIL framework and service management best practices. - Strong leadership, communication, and problem-solving skills. - Analytical mindset and ability to manage multiple priorities. - Customer-focused approach and understanding of IT infrastructure. - Preferred: ITIL certification, ITSM System Administration/Architecture certification, and coding/scripting experience. **Compensation & Benefits:** - The job description does not provide specific details on compensation and benefits. **EEO Statement:** - HighLevel is an Equal Opportunity Employer. Demographic information provided is voluntary and used for legal compliance. Refusal to provide this information will not affect the application status.