Global Credit Union
IM Service Support Manager
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Director of IT Enterprise Service Delivery
Credit Union Opportunity
Overview
The Director of IT Enterprise Service Delivery will direct and mature the credit union’s enterprise service delivery function, ensuring:
- An exceptional end-user experience
- Operational stability
- High-quality support across all technology services
Key roles include:
- Overseeing Service Desk, Problem Management, and Transition & Change teams
- Ensuring timely triage, resolution, and continuous improvement of technology incidents
- Partnering with Agile delivery teams to maintain alignment between product development and production support in a hybrid cloud environment
Primary Responsibilities
Service Quality & User Experience
- Champion end-user experience by ensuring:
- Service quality and responsiveness
- User satisfaction across all support channels
- Reporting on service performance and UX trends
Compliance & Policy Enforcement
- Ensure adherence to credit union and departmental policies, standards, and regulatory requirements
Service Contracts & Improvement
- Develop, maintain, and continuously improve Service Level Agreements (SLAs) & Operational Level Agreements (OLAs) aligned with business expectations
Incident & Problem Management
- Lead Problem Management practices to:
- Identify and eliminate root causes of recurring issues
- Drive long-term service stability
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Change & Transition Oversight
- Direct Transition & Change Management processes to ensure:
- Safe, predictable, and well-communicated changes in hybrid cloud environments
Agile & Product Alignment
- Represent IM Operations in Enterprise Architecture & Agile Product Development programs to ensure:
- Alignment between delivery teams and operational readiness
- All transitions incorporate required operational activities
Incident Management & Major Incident Coordination
- Own the Major Incident Response Program, including:
- Structured coordination and escalation during incidents
- Post-incident reviews
- Continuous improvement of major incident procedures
Team Leadership & Culture
- Foster a high-performance culture through:
- Coaching, mentoring, and development of Service Desk and Service Delivery staff
Additional Responsibilities
- Perform other duties as assigned.
Qualifications
Education
- Bachelor’s degree in Computer Information Systems, Information Technology, or a related field.
- OR equivalent combination of experience (and exposure to ITIL certifications).
Experience & Skills
- 5–7 years in IT service delivery, technical support, or operational roles.
- 3+ years in a leadership (manager/supervisor) IT support or service delivery role.
- Proficiency managing or contributing to:
- Service Desk
- Problem Management
- Change/Transition Management
- Major Incident Response
- Experience working with agile teams and understanding how support functions integrate into agile development lifecycle.
- Ability to:
- Interpret service delivery metrics to drive UX improvements.
- Lead teams, coach staff, and cultivate a high-performance culture.
- Hybrid cloud environment knowledge required.
- ITIL (preferably ITIL 4) awareness strongly preferred.
- On-call availability is mandatory.
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Benefits
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Compensation range:
- $109,361 – $191,554 annually
- (Determined based on qualifications, experience, and local regulations)
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Short-term & long-term incentives
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Comprehensive medical, dental, and vision insurance (with HSA & FSA options)
-
401(k) plan with 5% employer match
-
Employee Assistance Program (EAP)
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Life and disability coverage
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Voluntary cash benefits (accident, hospitalization, critical illness)
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Tuition reimbursement
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Generous leave programs (Paid Time Off, Paid Sick Leave, Paid Holidays)
Global is an Equal Opportunity Employer.
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