Director of Service Delivery

Who We Are

Arrive Logistics is a leading transportation and technology company in North America, having surpassed $2 billion in annual revenue with plans to grow significantly year over year. Our success is a testament to our remarkable team and what we’re building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual and collaborative environment. There’s never been a more exciting time to get on board, so read on to learn more and apply today!

Who We Want

The Director of Service Delivery will lead all aspects of the user-facing IT Service Desk and represent all aspects of Enterprise IT as a front-line leader.  This role is equal parts technology and customer service focus; our amazing users deserve the best IT partnership to continue to guide them in leveraging technology for maximum productivity and operational efficiency!  You and your team will be the “face of IT”, and will be constantly looking for ways to streamline our IT solutions, reduce technology issues in the enterprise, and increase partnership and collaboration among all functions in the organization.

What You’ll Do

Strategic Leadership:

• Develop and implement a comprehensive IT service delivery strategy aligned with the business goals and objectives of the organization.
• Define and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure service quality and customer satisfaction.
• Manage the IT service delivery budget, including forecasting, cost optimization, and resource allocation.

Operational Management:

• Oversee the IT Service Desk and ensure efficient incident management, request fulfillment, and problem resolution.
• Drive the implementation of ITIL to optimize service delivery processes and continuous improvement around IT project management and deployments.
• Manage the IT asset lifecycle, including procurement, deployment, maintenance, and retirement of IT assets.

Team Leadership:

• Lead, mentor, and develop a team of IT service delivery professionals, including manager development.
• Foster a culture of collaboration, communication, and user engagement within the team, prioritizing a “finish the job” mindset.
• Promote knowledge sharing and skill development through training and mentorship programs.

Technology & Innovation:

• Stay current with emerging technologies and trends relevant to the freight and logistics industry and IT services.
• Evaluate and recommend new technologies or strategies that can improve service delivery, efficiency, and customer experience.
• Promote automation and self-service solutions to empower end-users and reduce reliance on IT support.
• Support digital transformation initiatives and collaborate with other business leaders to leverage technology for innovation and growth.

Customer Satisfaction:

• Build and maintain strong relationships with business stakeholders across to ensure business continuity, alignment, and a growth culture for everyone.
• Ensure timely and effective communication regarding service performance, incidents, and changes.
• Proactively address customer concerns and resolve issues in a timely and satisfactory manner.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• 10+ years of experience in IT service delivery, with at least 5 years in a leadership role.
• Proven experience in managing IT services for a large-scale organization (2,000+ employees).
• Understanding of the freight and logistics industry, its unique technology needs, and its operational challenges (preferred).
• Strong knowledge of ITIL best practices and experience in implementing IT service management frameworks.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience with automation and scripting tools

The Perks of Working With Us

• Take advantage of excellent benefits, including medical, dental, vision, life, and disability coverage.
• Invest in your future with our matching 401(k) program.
• Build relationships and find your home at Arrive through our Employee Resource Groups.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Leave the suit and tie at home; our dress code is casual.
• Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown.
• Park your car for free on site!
• Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
• Sweat it out with the team at our onsite gym.
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!
• Get relocation assistance! If you are not local to the area, we offer relocation packages and have a Candidate Engagement Specialist who can answer any questions.

Your Arrive Experience

When we say “award-winning culture,” we mean it. We’ve been recognized as a top workplace by Inc. Fast Company, Fortune, and earned Top Workplaces and Great Place to Work, to name a few. We intend on topping many more of those lists in the years to come, but we’re not in it for the trophies. We’re committed to culture because it keeps us connected to each other and invested in our shared success while having a blast along the way. Our employee-founded resource groups create communities within Arrive’s walls, including Women in Logistics, Emerging Professionals, Prisms, Black Logistics Group, Salute and Unidos. 

Notice:

To ensure a safe and transparent interview process, we want to note that Arrive Logistics adheres to strict recruitment practices. Candidates undergo an interview process, and Arrive Logistics does not provide unsolicited job offers. If you have concerns about receiving a fraudulent offer, please contact [email protected] for verification.