Director, IT Service Delivery

Summary

Join Deel's IT team as the Director of IT Service Delivery and lead the successful delivery of all IT services to Deel IT customers. You will oversee the entire lifecycle of IT service delivery, from pre-sales support to implementation and ongoing management. This strategic and technical leadership role requires at least 10 years of experience in IT service delivery and a strong understanding of IT infrastructure. You will collaborate with sales and product teams, providing technical expertise and shaping product strategy. The role involves leading a high-performing team, ensuring service excellence, and driving continuous improvement. Deel offers competitive pay, benefits, and perks, including remote work flexibility and stock grant opportunities.

Requirements

• At least 10 years of experience in IT service delivery, IT operations, or IT consultancy with demonstrable leadership experience. Exposure to SaaS or workplace technology is a must
• Strong understanding of IT infrastructure, device provisioning, endpoint management, IT support processes, and modern workplace solutions
• Familiarity with compliance and security requirements for distributed teams
• Demonstrated experience in leading teams and managing customer-facing IT services
• Exceptional communication and interpersonal skills, with the ability to convey technical concepts to both technical and non-technical stakeholders
• Experience supporting technical pre and post sales activities, including scoping and presenting solutions
• A strategic mindset, with the ability to align IT service delivery with broader business and product goals
• Experience leading a global team across multiple timezones
• A degree in Computer Science or a related field OR equivalent experience

Responsibilities

• Oversee the successful delivery of all IT services sold to Deel IT customers, ensuring services meet agreed SLAs and customer expectations
• Define and continuously refine operational processes and best practices to scale IT service delivery effectively
• Develop and lead a high-performing IT service delivery team, fostering a culture of accountability, collaboration, and innovation
• Act as an escalation point for complex customer IT service issues, providing guidance and resolution
• Partner with the sales team to provide technical expertise during the sales cycle, ensuring IT services are accurately scoped and aligned with customer needs
• Prepare and deliver tailored support, proposals, and demonstrations to customers directly with regards to technical requirements, challenges or objections
• Be an integral collaborator with the Product team to define and prioritise features that enhance Deel IT’s Product services
• Provide hands-on technical input to product development, ensuring new features align with customer and market demands
• Act as a voice of the customer to the Product team, advocating for solutions that solve real-world IT challenges
• Identify trends and opportunities to improve IT service delivery, implementing automation, tools, and best practices where applicable
• Stay abreast of industry developments to ensure Deel IT remains a leader in IT service delivery innovation
• Optimise the cost of service delivery to increase the profitability of our products

Preferred Qualifications

• Relevant IT certifications (e.g., Apple Certifications, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous
• Experience of device action automation using Python, Bash/ZSH & Powershell

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available