Director, IT Service Delivery

Green Thumb Industries (GTI) - Chicago, IL

Full-time - Senior

Hybrid - Chicago, IL

Crop Production

About the position

Green Thumb is looking for a Director of IT Service Delivery to play a vital role on our growing technology team. The primary responsibility will be to proactively own the relationship between the Service Delivery team and the Retail, Production, and Corporate arms of the business through a regionally located staff. You will also be responsible for partnering with various business units to deliver IT-related projects for our corporate and field locations. The Director of IT Service Delivery will ensure timeliness and quality of support, assist with technical project management and strategy, be an escalation point, and look for opportunities to improve the business. We are a fast-paced company in the process of scaling, and the Director, IT Service Delivery will be expected to work quickly and effectively while balancing multiple priorities and providing technical assistance to the Green Thumb with a customer-service mentality.

Responsibilities

• Oversee the seamless delivery of enterprise delivery and support through the building of a high-performing IT service delivery team that includes Service Desk and Field Services.
• Manage the IT Service Delivery process by ensuring high-quality technical support, aligning technology initiatives with business objectives, and providing leadership to the IT Service Delivery Team.
• Establish and monitor Service Level Agreements (SLAs) and metrics to measure Service Desk and Field services performance, including response, resolution, and customer satisfaction.
• Provide disciplined leadership and strategic communication to the internal Service Delivery team, including the Service Desk and Field Services support teams.
• Act as a gatekeeper and escalation point between employees, the internal Technology team, and the organization's retail, production, and corporate arms.
• Maintain documentation via a Knowledgebase within the ITSM platform (Freshservice) to enable streamlined and effective service delivery and support.
• Work to establish an ITSM/ITIL approach to managing our IT operations by implementing and configuring the ITSM platform (Freshservice).
• Establish and oversee the change control process through the ITSM platform.
• Act as the first point of contact for Executive and Senior leadership team members on IT or Service Delivery issues.
• Source all IT equipment, including negotiation of purchases and contracts totaling $1 million and partnering with Corporate Procurement.
• Identify areas for automation to streamline processes, increase efficiency, and reduce IT service delivery costs.
• Sync activities and share experience with a diverse team across the organization's IT operations landscape.
• Provide insight to business partners and colleagues on strategic prioritization of IT services based on organizational strategy and internal client issues.
• Supports IT communications with internal clients and leverages principles of change management.
• Some travel required.

Requirements

• Bachelor's degree in a related field preferred
• 10+ years of experience in progressive enterprise IT function with a focus on help desk
• 6+ years in a supervisory or management role
• 4+ years of operating with IT governance framework compliant with Sarbanes Oxley
• Proven background in supporting enterprise-scale infrastructure, technologies and applications
• Verifiable experience in ITSM, ITIL, change control, and process improvement
• Understand IT fundamentals including Active Directory, Office365, Virtualization, Networking, Telephony
• Strong project management experience in application rollouts, network remediation, and facility openings
• Strong understanding of IT Service Management principles, frameworks, and best practices.
• Highly motivated, self-directed, innovative, and able to work independently or among teams with keen judgment, common sense, and resourcefulness.
• Adapts and thrives in a demanding, start-up, fast-paced environment
• Operates with a high level of professionalism and integrity, including dealing with confidential information
• Must understand and comply with the rules, regulations, policies, and procedures of Green Thumb
• Possesses a high level of critical thinking
• Must have a solid understanding of the Cannabis laws, rules, and regulations and a passion to further their experience and knowledge of the industry and the laws.