Associate director, IT service delivery (Global role – in a virtual working environment)

Full Job Description

About Grant Thornton

Grant Thornton is one of the world’s leading professional services networks with over 68,000 people from member firms in over 140 markets around the world generating global revenues of USD7.2 billion a year. Member firms offer audit, tax, and advisory services to privately owned companies, publicly listed companies, public sector and not for profit organisations, both domestically and internationally.

Grant Thornton International Ltd (GTIL) is the umbrella legal entity for the Grant Thornton global network of member firms. GTIL sets the strategic direction, convenes member firms, connects global communities, and protects the brand and reputation of the network. GTIL and the member firms will continually improve the sustainability of their operations and strive to make a positive impact on clients, people, markets, and the communities in which we operate, in line with the UN’s Sustainable Development Goals (SDGs).

Role purpose

In our Go Beyond network strategy 2025 our vision is to become ‘the most valued network in the profession’.

The Associate director of IT service delivery will provide seamless and responsive IT support, orchestrating and enhancing the delivery of efficient, user-focused IT services, encompassing technical support, desktop management, and user experience optimisation.

Main Responsibilities

End User Support Management

• Lead a team responsible for providing comprehensive end-user support, addressing hardware, software, and connectivity issues.
• Implement and refine support processes to enhance efficiency and responsiveness.
• Enhance processes and capabilities to ensure compliance, and GCCR Operationalisation.

IT Service Desk Management

• Direct the IT service desk function, ensuring timely and effective resolution of end-user incidents and service requests.
• Monitor service desk metrics and implement continuous improvement initiatives.
• Manage stakeholder expectations on IT Support Services and ensure users are fully heard, understood, and followed up with.

Security and Compliance

• Work closely with the Cybersecurity and Compliance teams to implement and maintain robust security measures in the Azure environment.
• Ensure compliance with internal relevant industry standards and regulations.

Team Leadership

• Lead and mentor a multi-layered team of collaboration tools, administrators and Support Resources.
• Manage the relationship with our MSP to ensure the user community has a highly productive work environment, dynamic mobility capabilities and effective support model.
• Foster a collaborative and innovative work environment that encourages continuous learning and development.
• Manage end-user support for employees, contractors, and MSP resources.

Technology Operations Oversight

• Manage technology operations to ensure the availability, reliability, and performance of end-user devices and systems.
• Collaborate with IT teams to implement and maintain technology standards and best practices.

Vendor Management

• Collaborate with vendors to ensure the delivery of high-quality end-user services and support.
• Influence and manage vendor contracts to optimise services and costs.
• Manage the Bell Technolgix (MSP) support contract and ensure they are delivering per scope/expectations.
• Resolve issues w/BTL and other vendors, plan and recommend next steps w/the BTL contract.

Cost Management

• Develop and implement cost management strategies to optimise Azure resource usage and control expenses.
• Regularly review and adjust resource allocations to align with business needs.

Location

Remote with flexibility to meet with global partners during their working hours on occasion.

Person Specification

• Extensive experience with current and emerging end-user technologies and support practices
• Proven experience of leadership responsibilities, including strategy, budgeting, vendor management, and staffing
• Proven experience in managing multi-layered teams and support models.
• Proven experience in IT service management, end-user support, and operations oversight
• Ability to quickly manage shifting priorities and work towards agreed-upon goals and target dates.
• Demonstrated ability to work with and integrate internal and external teams.
• Uses innovative problem-solving and critical thinking approaches to proactively solve a broad range of problems across technologies.
• Drive for Results: Has a strong bottom-line orientation; Persists in accomplishing objectives despite obstacles and setbacks; Has a history of exceeding goals successfully; Pushes self and helps others achieve results.
• Interpersonal Savvy: Relates comfortably with people across levels, functions, culture, with diplomacy and tact; Builds rapport in an open, friendly, and accepting way; Builds constructive relationships with people both similar and different to self; Picks up on interpersonal and group dynamics.
• Builds Effective Teams: Forms teams with appropriate and diverse mix of styles, perspectives, and experience; Establishes common objectives and a shared mindset; Creates a feeling of belonging and strong team morale; Shares wins and rewards team efforts; Fosters open dialogue and collaboration among the team.

Experience - essential

• Extensive knowledge of IT management concepts including product/service operating model, budgeting, sourcing models, ITIL and project/program management processes
• In-depth knowledge of MS365, networking, security, and identity management.
• Demonstrate innovative, strategic thinking, leadership, communication, and collaboration skills with deep understanding of technology and its impact on business.
• Ability to work under pressure, meet deadlines, shift priorities and handle multiple projects simultaneously towards agreed-upon goals and target dates.
• Demonstrate ability to understand & discuss technical concepts with other technologists, as well as adapt communications for non-technical audiences and execs.
• Problem-solving skills, particularly regarding anticipating and solving risks/issues before they occur or become critical.
• Experience with ServiceNow.
• Relevant certifications such as Microsoft 365, IT service management (e.g., ITIL certification).
• Strong relationship skills and cultural awareness, the ability to work well with people from different disciplines and cultures.
• Ability to be agile, respond positively to change and contribute with an innovative and global mindset.

Benefits

There are many benefits of being part of Grant Thornton International, working with a global and diverse team in a virtual setting is just one of them. We pride ourselves on our inclusive culture and believe it's one of our most valuable assets.

We also recognise the importance of time off at Grant Thornton International. Taking time away can lead to improved wellbeing and better productivity, which is why we don’t cap your leave. So if you need to take that extra Friday off (and Monday too), no problem.

We believe work is no longer a location, it is what we do. This should help all of us deliver our best work, while achieving the right balance in our lives. We want to build a culture of virtual inclusivity. One where all our people have the ability to choose what works best for them but also provides our people the best shared working experience utilising the digital tools we have available. GTIL will provide individuals with the necessary support and equipment to work effectively from home. We also have a collaborative space to offer should you prefer working outside of your home.

We will offer you access to digital learning options, as well as external training, should you role and development needs require this.

We fully understand the importance of balancing your life and we aim to support that with remote working and flexibility within your role. We understand the time you spend outside of work helps shape what you bring into work, so we encourage flexibility on both sides. However, if you prefer to work from the office, this is also something we offer.

We also understand the importance of working comfortably in a remote office - most likely your home, which is why we offer all staff a monthly home office allowance to ensure you're well equipped and able to undertake your role to the fullest.

These are just some of the benefits of working at Grant Thornton International. We also have a wide range of attractive core benefits including pension, health insurance, wellbeing programmes and much much more.