Director, IT Service Delivery

Date: Dec 9, 2024

Location:

Tucson, AZ, US, 85706

Req ID: 31888

Onsite or Remote: Onsite Position

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

We’re more than a company, and we’re a community of passionate, creative professionals striving toward a shared vision: revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.

The Company

Job Purpose

The Director – IT Service Delivery will lead a team of Global IT professionals to ensure efficient operation, support, and continuous improvement of the organization's IT help desk and business applications. This role requires a proactive leader with a strong technical background in IT support and application management who can drive process improvements, maintain high service levels, and collaborate with cross-functional teams. The Director will focus on optimizing support delivery, enhancing user experience, and aligning IT services with business objectives. Responsible for 9 domestic employees, 2 international employees and dotted line reporting for 4 international help desk employees.

Travel Requirements

Up to 25%

Job Duties and Responsibilities

Help Desk Support
Oversee the IT help desk team to provide effective and timely support for all end-user IT issues.
Ensure service level agreements (SLAs) are met or exceeded, maintaining a high standard of customer satisfaction.
Develop and enforce help desk policies and procedures, including issue escalation, resolution, and tracking.
Conduct regular assessments of help desk performance, identifying areas for improvement and implementing best practices.
Manage the incident and request lifecycle, focusing on efficient resolution and root cause analysis.
Collaborate with corporate IT support teams to drive consistency and standardization across all help desk operations, ensuring seamless service delivery.

Applications Support
Oversee the support and administration of enterprise applications, ensuring system availability, performance, and reliability.
Collaborate with application owners to manage application lifecycles, including updates, upgrades, and decommissioning.
Partner with vendors and internal stakeholders to resolve application issues, implement solutions, and optimize configurations.
Drive application-related projects, such as new implementations, integrations, and customizations, coordinating with cross-functional teams.
Establish and enforce policies for application support, ensuring effective documentation, training, and user support.

Team Leadership and Development
Lead, coach, and mentor the help desk and applications support teams, fostering a culture of continuous improvement and collaboration.
Conduct performance reviews, set goals, and identify professional development opportunities for team members.
Build strong relationships with key stakeholders, ensuring alignment of IT support services with business needs.
Encourage a proactive approach to IT support, anticipating and resolving potential issues before they impact users.

Strategic Planning and Improvement
Develop and execute strategies to enhance IT support processes, reduce downtime, and improve service delivery.
Analyze support trends and metrics to identify areas for improvement, implementing automation, self-service, or other innovative solutions.
Collaborate with IT leadership to align support services with broader IT and business strategies.
Develop and manage the budget for help desk and applications support, ensuring cost-effective delivery of services.
Implement a standard procurement process of IT goods and services that aligns with the broader Komatsu procurement processes.
Compliance and Security
Ensure compliance with relevant security, privacy, and data protection regulations in all support and application-related activities.
Work closely with the IT security team to manage security-related incidents, vulnerabilities, and risks in the applications environment.
Maintain accurate and comprehensive documentation of support processes, applications, and related procedures.
Engage in Japan’s Sarbanes-Oxley equivalent, known as “J-SOX,” as well as International Organization for Standardization (ISO) assessment activities.

Required Skills

Education and Experience:

Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred.
8+ years of experience in IT support, including help desk and applications support roles, with at least 3 years in a leadership capacity.
Proven experience managing both help desk and application support teams in a mid-to-large enterprise environment.
Strong understanding of Capex and Opex budgetary planning.

Technical Skills:

Strong understanding of help desk operations, ITIL practices, and incident management systems.
Experience with enterprise application support, including ERP, CRM, and other business-critical systems.
Proficiency in using ticketing and IT service management tools (e.g., ServiceNow, Zendesk).
Familiarity with IT infrastructure, networking, databases, and cloud solutions.
Leadership and Interpersonal Skills:
Excellent leadership, team-building, and decision-making skills.
Strong problem-solving and analytical skills with a results-oriented approach.
Exceptional communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.

Desired Skills

Preferred Certifications

ITIL Foundation or Practitioner certification.
Relevant certifications in enterprise applications, such as SAP, Microsoft Dynamics, Salesforce, etc.

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.