Salary Range: 115000 to 162000 (Currency: USD) (Pay period: per-year-salary)

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.