Director of IT Service Delivery and Portfolio Management

DEPARTMENT: Information Technology

LOCATION: Remote, Minnesota, US

SUPERVISOR'S JOB TITLE: Vice President, Information Technology

SUMMARY:

Responsible for leading IT Service & Vendor Management, including strategic sourcing, contract governance, and service quality assurance to ensure operational excellence and risk mitigation. Oversees IT project portfolio alignment with business priorities and drives cost optimization through the Value Improvement Program (V.I.P.). Serves as a key member of the IT Leadership Team, acting as VP delegate, when required, and champion organizational change to embed new operating models.

ESSENTIAL DUTIES & KEY RESPONSIBILITIES: Other duties may be assigned in line with business and organizational needs.

Service Delivery and Vendor Relationship Management

• Own the successful, strategic establishment of service delivery models, assisting with defining work statements, contract finalization, and ensuring seamless service delivery, performance accountability, and business continuity.
• Provide executive-level governance and oversight of strategic partners, driving continuous value realization through monitoring service performance, escalation management, and strict SLA adherence.
• Define and monitor operational KPIs to ensure consistent, high-quality service delivery.
• Driving organizational adoption of new operating models and continuous improvement culture.

Project and Portfolio Management

• Govern the IT project portfolio, ensuring alignment with business priorities, resource optimization, and delivery of strategic initiatives on time and within budget.
• Provide direct project management support for strategic, high-impact IT initiatives.
• Develop and maintain portfolio dashboards, reporting on project status, dependencies, and performance against budget and timeline.

Contract and Vendor Management

• Maintain visibility across all IT contracts, including key terms, renewals, obligations, and financial commitments.
• Manage a Contract Management Dashboard to forecast renewals, costs, and key milestones.
• Ensure organized contract tracking, timely renewals, and compliance with deliverables.
• Summarize and analyze key contract provisions, risks, and dependencies for IT leadership.
• Identify opportunities to consolidate vendors, optimize contracts, and strengthen governance.

Cost & Value Optimization (V.I.P.)

• Lead the IT Value Improvement Program (V.I.P.) to identify, plan, and deliver cost reductions across the IT landscape.
• Support the VP of IT in identifying and mitigating stranded costs tied to the Transition Service Agreement (TSA).
• Develop reporting and tracking to monitor cost drivers, mitigation actions, and progress toward operational independence.

Leadership

• Executive Leadership: Serve as a core member of the IT Leadership Team, responsible for leading cross-functional strategic initiatives and acting as the designate of VP of IT , if and when required.
• Organizational Change: Drive the required organizational and process changes across IT to align with a new service delivery and portfolio management operating models.

Supervisory Responsibilities:

Not applicable to this role at present

Travel Required:

Minimal - less than 15% of international and domestic travel for business engagements, development or

team meetings.

Education:

• Bachelor's degree (B.A.) in Information Technology or an alternative relevant computer science degree. (required)
• Master of Business Administration (MBA) or an alternative relevant business degree. (desired)
• Project Management Certification: PMP; Prince 2; or PPM certification, designation or equivalent (desired).
• Lean Six Sigma Certification: Green Belt Certification (desired)

Experience:

• 10+ years of progressive IT leadership experience with at least 5 years in management roles.
• Proven experience leading significant IT operational transformations.
• Strong background in IT Service Delivery, Vendor Management, and Contract Governance.
• Demonstrated experience in Project Portfolio Management and delivering large-scale IT programs.
• Proven ability to drive cost optimization initiatives and measure value realization.
• Excellent stakeholder engagement, communication, and change management skills.

Language Skills:

• Strong communication skills - excellent English written and verbal skills.
• Ability to read, analyze and interpret general business periodicals, professional journals & technical procedures.
• Ability to effectively present information and respond to questions from senior leadership, managers and other relevant stakeholders.