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IT Service Delivery Director

Who We Are:

Take-Two Interactive Software, Inc. is a leading developer, publisher, and marketer of interactive entertainment for consumers around the globe. For more than 25 years, our development teams have created some of the most critically acclaimed and commercially successful entertainment experiences, captivating and engaging audiences around the world. We are incredibly proud of our ability to deliver consistently the highest-quality titles, as well as our colleagues who help to create our unique culture and work environment that is inclusive, diverse, and dynamic.

While our offices are casual and inviting, we are deeply committed to our core tenets of creativity, innovation and efficiency, and individual and team development opportunities. Our industry and business are continually evolving and fast-paced, providing numerous opportunities to learn and hone your skills. We work hard, but we also like to have fun, and believe that we provide a great place to come to work each day to pursue your passions.

The Challenge

Take-Two Interactive is seeking a Director of IT Service Delivery. The successful candidate will be responsible for high-level relationship management and will act as a client liaison point during delivery of a full range of IT Services in support of Take-Two Interactive and its labels.

This position works closely with senior leadership, leading the day-to-day operations of the business and assumes full accountability for ensuring the Infrastructure team is successfully achieving our SLAs and meeting our client’s expectations. This role requires tact, sensitivity, and professionalism due to constant interaction with executive leadership, managers and staff across the company to guarantee their satisfaction with the IT services our Infrastructure team delivers.

The successful candidate is a senior-level leader within the Workplace Engineering team that is expected to have an authoritative level of understanding of IT Service Management while supporting Infrastructure Technologies. The candidate stays ahead of industry trends and IT Service Delivery methodologies with a consistent track record for delivering successful enterprise-wide, detailed Service Delivery initiatives. You will become a trusted business partner and engage with key business leaders internationally to understand their strategy and drive IT Roadmap definition and implementation.

You’ll have a deep and detailed understanding of ServiceNow and be able to use it to drive Service Delivery methodologies and IT business processes. Additionally, prescribing solutions for key issues and guiding the correct use of technology processes to help optimize our support areas and further automate and encourage employee self-service. You’ll lead Incident and Request ITIL management practices end to end from within the Workplace Engineering team for all of Infrastructure (IT) and be accountable for driving Service Delivery strategy and operations.

What You’ll Take On

• Ensure IT services are aligned with business strategy, business objectives, business requirements and standards.
• Work with internal and external teams to ensure actions are taken and completed to protect and improve IT services.
• Responsible for incident, change, problem and escalation processes.
• Ensure that necessary artifacts, tools, processes and documentation are in place.
• Maintains client satisfaction, client communication, and the overall management of client relationships.
• Ensure the introduction of new/modified services happens in a planned, controlled and timely manner to minimize disruption and maximize benefit.
• Provide IT guidance to our partners, educate them on IT processes and methodologies and drive adoption of global IT solutions.
• Identify technology trends that could potentially impact the type, level or utilization of services provided.
• Ensure IT service consistency with quality, compliance and security standards and delivery of associated corrective service actions.
• Analyze data to accurately forecast and lead operational performance, key performance indicators and resource requirements.
• Work in tandem with Global Support, Engineering and Infosec teams to identify additional opportunities to automate and optimize processes and procedures to further improve SLAs, and key performance metrics.
• Define and follow repeatable processes that scale and deliver with a high level of client satisfaction.
• Highly involved with ServiceNow implementation program, standard methodologies and principles to enable consistent delivery and alignment with Workplace Engineering’s long-term vision.
• Ensure enterprise processes are in place to support IT services for continuous improvement.
• Maintain the internal relationships required to deliver our service obligations, addressing incident and request backlogs.
• Design and be responsible for the delivery of ITSM processes including incident and event management while educating business partners to drive adoption.
• Pro-active communications of service impacts to organization, ensuring technology impact analysis is provided to business.
• Executing root cause analysis for major incidents and defining long term strategy, vision, and resolve to support our evolving technology initiatives.
• Isolate problem trends and ensure that resolution efforts are completed for recurring problems until permanent solutions are found.

What You Bring

• An experienced IT Service Delivery Director with a degree in business or technical equivalent.
• 10+ years of dynamically increasing responsibility in the Service Delivery area.
• Extensive and proven operational experience effectively evaluating, designing, implementing and managing 24x7 IT End User Support operations.
• ITIL certification a must, ITILv4 certified preferred.
• Expertise with ITSM and ITIL concept and framework, to guide ITSM and ITIL implementation and maintenance.
• Strategic analysis and planning mentality, well-versed in both Service Desk management and Incident management processes.
• Innovative problem-solving skills to dissect and resolve root causes of problems, and implement solutions.
• Experience working with geographically dispersed teams across multiple IT disciplines.
• Demonstrated leadership skills with organizational presence, authority and responsibility to set priorities, supervise and drive execution along with ability to influence teams across regions.
• Outstanding customer service skills, must be highly organized, detail oriented, strong analytical skills (both oral and written) and possess exceptional follow-through abilities in addition to being a strategic problem solver.
• Expertise in process creation and implementation and a consistent record of IT Service Delivery success as measured by customer satisfaction.
• Capable of championing significant projects, programs, and business initiatives using creativity and ingenuity whilst demonstrating a competence in significantly influencing both technical and non-technical teams across corporate and development areas.
• Adept at leading the implementation of Change Management and Problem Management to help improve and maintain consistent and proper processes.
• Superb communication and customer facing skills working with multinational teams and partnering with diverse staff.
• Right balance of being collaborative, open, and approachable while still being firm in facilitating progress.
• Able to create, present and discuss IT processes needed to optimize and improve IT functions.
• Ability to provide appropriate direction to other groups and executives on service delivery matters.
• Perpetuate an environment of continuous improvement of Standard Operating Procedures.
• Participate in client meetings to resolve client concerns when necessary to strengthen internal client relationships.
• Expertise in creating, modifying and improving Service Level Agreements (SLAs) ensuring all business end-user requirements for all IT services are documented.
• Strong drive for results and the ability to cultivate a strong team environment and to provide leadership by projecting a positive demeanor.
• Flexible availability. While most of your work will be during UK business hours, there will be a need for occasional evenings, weekends, and holiday coverage as most of the IT team is US based.
• Reports to Director of Workplace Engineering and serves on staff as a key leader supporting services across the enterprise with a focus on Relationship Management and Process creation/improvement.

What We Offer You:

• Great Company Culture . We pride ourselves as being one of the most creative and innovative places to work, creativity, innovation, efficiency, diversity and philanthropy are among the core tenets of our organization and are integral drivers of our continued success.
• Growth : As a global entertainment company, we pride ourselves on creating environments where employees are encouraged to be themselves, inquisitive, collaborative and to grow within and around the company.
• Work Hard, Play Hard. Our employees’ bond, blow-off steam, and flex some creative muscles – through corporate boot camp classes, our onsite Gym, company parties, our Office bar, game release events, monthly socials, and team challenges.
• Benefits . Benefits include, but are not limited to Private healthcare with Bupa, Private dental with Bupa, A double matching pension policy where the employer will double match up to a 4% contribution from the employee, Employee stock purchase scheme with a 15% discount, Eye tests and vouchers towards glasses, Cycle to work scheme, Flu vouchers, Annual health checks with Bupa, 4X death in service insurance, Income protection (60% salary), 26 days holiday, + other great perks and great office facilities!
• Perks . Gym reimbursement up to £50 per month, an onsite Gym, an Office bar, employee discount programs, free games & events, stocked pantries, a dog friendly workplace and the ability to earn £350+ per year for taking care of yourself and more!

Take-Two Interactive Software, Inc. (“T2”) is proud to be an equal opportunity employer, which means we are committed to creating and celebrating diverse thoughts, cultures, and backgrounds throughout our organization. Employment at T2 is based on substantive ability, objective qualifications, and work ethic – not an individual’s race, creed, color, religion, sex or gender, gender identity or expression, sexual orientation, national origin or ancestry, alienage or citizenship status, physical or mental disability, pregnancy, age, genetic information, veteran status, marital status, status as a victim of domestic violence or sex offenses, reproductive health decision, or any other characteristics protected by applicable law.