Job Description

Position:

Associate Director, IT Service Delivery

Shift:

12PM - 9PM IST

About Us

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals.
HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

Who You Are

The Associate Director, IT Service Delivery is a critical leadership role responsible for ensuring the efficient and effective delivery of IT services to the organization. This position will lead a team of IT professionals, oversee service management processes, and drive continuous improvement initiatives, with a strong focus on automation and process optimization within ITSM tools like ServiceNow and FreshService. A key aspect of this role is establishing and optimizing efficient processes for end-user hardware and software delivery, ensuring a seamless experience for remote employees. This includes working with procurement, vendor relationships, and cost optimization.The ideal candidate will be a strategic thinker with strong leadership, communication, and problem-solving skills, and a proven track record in IT service delivery management, including practical experience in automating IT workflows.

What You'll Be Doing

Service Delivery Management & Automation

Establish and manage the day-to-day operations of IT service delivery, ensuring adherence to SLAs and KPIs. Develop, implement and continuously refine service management processes (ITIL framework preferred) for incident, problem, change, and service request management. Lead the setup and optimization of processes within the ITSM tool viz. Vulnerability Management, Incident Response, Risk Register, HR Onboarding/Offboarding automation, Recruitment workflows etc. Monitor service performance, identify trends, and implement corrective actions to improve service quality. Ensure effective communication and coordination between IT teams and business stakeholders. Establish and optimize efficient processes for end-user hardware and software delivery, specifically tailored for a remote working setup. Manage the full lifecycle of end-user hardware, from procurement to deployment and support, focusing on cost-effectiveness and efficiency

Leadership & Team Management

Lead, mentor, and develop a high-performing IT service delivery team. Set performance goals, provide regular feedback, and conduct performance reviews. Foster a collaborative and results-driven team environment. Manage team scheduling and resource allocation for adequate coverage.

Service Improvement & Optimization

Identify and implement opportunities for service improvement using data analysis and feedback. Drive automation initiatives to enhance efficiency and customer satisfaction. Implement and maintain ITSM tools and technologies. Conduct regular service reviews for continuous improvement.

Stakeholder Management

Build and maintain strong relationships with business stakeholders. Act as a point of escalation for service-related issues, ensuring timely resolution. Communicate service performance and improvement plans to stakeholders. Collaborate with Procurement to manage vendor relationships.

Compliance & Security

Ensure adherence to IT policies, standards, and regulations. Maintain a strong focus on IT security and data protection. Support business continuity planning to ensure IT asset availability during crises. Participate in audits and risk assessments, addressing compliance gaps proactively.

Budget & Resource Management

Assist in budget planning for ITSM operations and tool investments. Optimize resource utilization while maintaining high service standards.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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