We are seeking a VP of Technology, Service Delivery who wants to be part of the Onyx Technology Leadership Team.

The VP of Technology, Service Delivery is responsible for:

  • Ensuring delivery of all technology services to internal and external customers, meeting or exceeding agreed SLAs
  • Stakeholder relationship management, including internal and external customers, product development and business operations
  • Defining and maintaining the organization’s IT Service Management (ITSM) strategy, framework and roadmap in alignment with the CIO’s Service Management vision
  • Providing process ownership and facilitating process governance for all ITSM processes
  • Supporting the delivery of Application, Infrastructure and Operational efforts across the Technology organization

This position reports to the CIO.


  • Own ITSM processes, including incident management, service requests, change management and escalation
  • Plan and execute process development, implementation and continual improvement
  • Own the resulting ITSM processes and facilitate process governance
  • Lead the development of policies, procedures and work instructions
  • Lead a global team of professionals who are passionate about technology service delivery, providing vision, strategy and mentoring
  • Ensure ITSM process adoption meets business, IT, regulatory and compliance needs
  • Monitor ITSM process operation to report on process efficiency and effectiveness and to provide operational metrics to process practitioners and service customers
  • Champion technology service in all product management and product development projects
  • Accountable for the quality of technology services, ensuring future demands are fully understood and accounted for in capacity planning
  • Provide a company-wide service management platform to facilitate work across business and IT
  • Engage with the business as a Technology consumer to ensure current and future Technology needs are being met through the Technology Service Catalog
  • Provide regular and accurate management reporting of technology service delivery
  • Be an ambassador for Technology, working across the business to provide effective communication on Technology matters and build relationships with other teams to ensure effective dialogue between departments
  • Evangelize and sell the business case / benefits of DevOps

Desired Skills and Experience

  • Bachelor’s Degree in Computer Science, Management Information Systems, Business Administration or an advanced technology-related degree
  • Master of Science in Information Technology or Master of Business Administration preferred
  • 15 years of work experience across one or more of the following domains: Application Development, Infrastructure or Operations
  • 10 years of IT Service Management experience developing, implementing and improving ITSM strategy, processes and toolsets
  • 10 years of supervisory experience over multifunctional teams
  • Expert certification in ITIL or a comparable Service Management framework
  • Experience with Jira Service Desk or a comparable ITSM ticketing platform
  • Experience managing 3rd parties and 3rd party delivered services
  • Experience rolling out lean agile practices and scaling from an MVP baseline
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Excellent customer facing / customer service skills

If you are interested in submitting an application for this role, please email Becky Ospina at Usjobs@onyxcentersource.com and include your CV and a one-page cover letter telling us why you are interested in the role!