Director of IT Service Delivery

Title: Director of IT Service Delivery

Reports to: Chief Technology Officer

Location: Miami, FL Onsite

About the Company 

At BMG Money, our mission is to provide access to affordable and responsible credit for underserved consumers facing unexpected expenses. We all share one vision— Redefining lending through technology, where underserved individuals can thrive financially through forward-thinking, responsible, and innovative financial solutions.

Job Summary

We are seeking a results-oriented Director of IT Service Delivery to lead our IT Field Service and Service Desk operations across the organization. This role will ensure high-quality, consistent, and efficient IT support to all employees, managing a distributed team responsible for end-user computing, incident management, and service delivery performance.

The ideal candidate has strong leadership skills, a deep understanding of ITIL best practices and a passion for operational excellence and customer experience.

Key Responsibilities

• Lead and manage all IT Field Service and Service Desk operations across multiple locations.
• Define, monitor, and continuously improve service delivery KPIs, SLAs, and user satisfaction metrics.
• Oversee incident, request, and problem management processes aligned with ITIL standards.
• Partner with infrastructure, security, and compliance teams to ensure reliable and secure IT operations.
• Work closely with the Head of Cybersecurity to ensure all physical IT assets (endpoints, devices, and network equipment) are hardened and protected against vulnerabilities.
• Develop, implement, and maintain IT policies, procedures, and standards related to service delivery, field support, end-user computing, and IT asset management.
• Implement and optimize ITSM (IT Service Management) tools and workflows.
• Drive automation, knowledge base, and self-service initiatives to increase operational efficiency.
• Manage vendor relationships and ensure quality of third-party IT support services.
• Build, mentor, and lead a high-performing IT support team. 
• Ensure compliance with internal IT policies, cybersecurity requirements, and external audit standards. 

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field (Master’s preferred).
• 10+ years of progressive experience in IT operations or IT support leadership.
• Proven success managing Service Desk and Field Support teams in multi-site or hybrid environments.
• Strong knowledge of the ITIL framework and IT Service Management best practices.
• Experience defining and maintaining IT policies, SOPs, and governance frameworks.
• Familiarity with cybersecurity best practices and endpoint protection principles.
• Hands-on experience with ticketing systems (e.g., ServiceNow, Jira Service Management, Freshservice).
• Excellent leadership, communication, and stakeholder management skills.
• Data-driven mindset focused on continuous improvement and service quality. 

Preferred Qualifications

• ITIL v4 certification.
• Experience managing IT services in regulated or high-compliance environments.
• Exposure to automation, AI-based ticket routing, or self-service portals.
• Security+ or similar cybersecurity certification is a plus.