Director, IT Service Delivery

Deel IT is redefining the way organizations oversee their remote and hybrid workplaces. This is an opportunity to be a part of a pioneering tech organisation that offers the best-of-breed SaaS solutions when it comes to the deployment/lifecycle management of Office and IT equipment and services to just about anywhere on the planet. As the Director of IT Service Delivery, you will be at the forefront of the Deel IT mission to deliver exceptional IT services to our customers. This is a strategic and technical leadership role responsible for ensuring the successful delivery of all IT services sold to Deel IT customers. You will oversee the entire lifecycle of IT service delivery—from pre-sales technical support to implementation, ongoing management, and driving improvements in our IT product offerings. You and your team will act as a bridge between our customers, operations, and product teams, providing valuable technical insights to shape our product strategy and ensure we continuously improve Deel IT’s service capabilities. KEY RESPONSIBILITIES IT Service Delivery Leadership - Oversee the successful delivery of all IT services sold to Deel IT customers, ensuring services meet agreed SLAs and customer expectations. - Define and continuously refine operational processes and best practices to scale IT service delivery effectively. - Develop and lead a high-performing IT service delivery team, fostering a culture of accountability, collaboration, and innovation. - Act as an escalation point for complex customer IT service issues, providing guidance and resolution. Pre and Post Sales Support - Partner with the sales team to provide technical expertise during the sales cycle, ensuring IT services are accurately scoped and aligned with customer needs. - Prepare and deliver tailored support, proposals, and demonstrations to customers directly with regards to technical requirements, challenges or objections. Product Strategy and Collaboration - Be an integral collaborator with the Product team to define and prioritise features that enhance Deel IT’s Product services. - Provide hands-on technical input to product development, ensuring new features align with customer and market demands. - Act as a voice of the customer to the Product team, advocating for solutions that solve real-world IT challenges. Continuous Improvement and Innovation - Identify trends and opportunities to improve IT service delivery, implementing automation, tools, and best practices where applicable. - Stay abreast of industry developments to ensure Deel IT remains a leader in IT service delivery innovation. - Optimise the cost of service delivery to increase the profitability of our products. WHAT YOU NEED TO SUCCEED: The right candidate will have: - At least 10 years of experience in IT service delivery, IT operations, or IT consultancy with demonstrable leadership experience. Exposure to SaaS or workplace technology is a must. - Strong understanding of IT infrastructure, device provisioning, endpoint management, IT support processes, and modern workplace solutions. - Familiarity with compliance and security requirements for distributed teams. - Demonstrated experience in leading teams and managing customer-facing IT services. - Exceptional communication and interpersonal skills, with the ability to convey technical concepts to both technical and non-technical stakeholders. - Experience supporting technical pre and post sales activities, including scoping and presenting solutions. - A strategic mindset, with the ability to align IT service delivery with broader business and product goals. - Experience leading a global team across multiple timezones. EDUCATION AND CERTIFICATIONS - A degree in Computer Science or a related field OR equivalent experience - Relevant IT certifications (e.g., Apple Certifications, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous. - Experience of device action automation using Python, Bash/ZSH & Powershell.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers. Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.