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VP, IT Service Delivery (IT Operations)

Company: TaskUs
Location: New Braunfels
Posted on: June 12, 2021

Job Description:

TaskUs is the fastest-growing tech-enabled business services company in the world. We exist to provide ridiculously innovative customer support, AI operations, and content security to the world's most disruptive companies

We believe our Frontline employees come first, always. At TaskUs, leaders eat last--in other words, we expect you to put your line of direct reports before yourself. We think in terms of #FrontlineFirst because we know good ideas can come from anyone at any time. That's probably why we're ranked 40th on Glassdoor's 2019 "100 Best Places to Work" list.

TaskUs is looking for a dynamic individual to lead cross-functional technology teams and act as the regional IT Service Delivery leader for North America. They will develop and lead projects to change behavior throughout the organization to help reduce support requirements and improve overall IT service delivery to the business operations with increased value, reduced risk, and increased user satisfaction.

The VP of IT Service Delivery will promote collaboration with multiple IT teams, support departments, and customers (internal and external) to create a productive and positive environment between all parties. The ideal candidate is a highly self-motivated technology professional, capable of managing their team and at the same time, taking inputs from all levels of the business and translating those into excellent IT customer service experiences. This is a great opportunity to join a ridiculously good company with an amazing culture.

Responsibilities and Duties:

  • Responsible for putting together and leading key service delivery staff to form, not just a department, but a team. They will ensure that these key individuals are highly engaged in end-user experience activities and develop professional individuals as well as team development goals and plans.
  • Responsible for defining, leading, advising, and implementing strategic transformational initiatives within IT and partnering with business leaders to develop support processes, manage escalations, and continually improve IT service delivery.
  • Develop and maintain processes, policies, standards, systems, and measurements that help TaskUs to effectively manage both on a daily basis and a long-term overall IT Service Excellence standpoint while collaborating with the different IT Teams and with our internal TeamMates.
  • This individual will make sure we have quality IT Services delivered at all levels of TaskUs.
  • Will be the "Eyes and Ears" of TaskUs IT in North America and at the same time will be responsible for ensuring service quality by partnering with Ops on their IT needs.
  • Manage continuous improvement efforts in regards to the overall user experience for TaskUs employees as it relates to their interactions with IT.
  • Leading IT strategy and Integration project for any Merger & acquisition that TaskUs will do in future


  • Manage the development, delivery, and performance of IT operations to provide the required level of service, system performance, and functionality required to meet business objectives.
  • Perform daily strategic management of the IT teams in the North America region to ensure our TeamMates receive high-quality IT services and customer experience.
  • Play the role of technology business partner for Operations and customer-facing teams.
  • End-user computing oversight to manage and monitor deployment, implementation & issue resolution.
  • Creating Long Term vision for End-user computing and performance metrics for end-user experience with deployed technology.
  • Doing life cycle management for EUC globally and doing Asset management for NAM.
  • Onboarding New technologies to improve End-user experience.
  • Managing Mac & Windows Endpoints.
  • Operating JAMF, SCCM, Airwatch for real-time telemetry
  • Applying analytics and automating the way we service end-users (Self-Service, creating standards, etc)
  • Manage and monitor IT White Glove service and give great customer experience.
  • Provide KPI/Metric information and standardized reporting on a scheduled basis together with unscheduled reporting demanded by management.
  • Supervise performance of North America IT Operations team collaborating with the different IT Service Delivery Managers.
  • Ensure process efficiency by implementing the key performance indicators; suggest improvements to the process continuously
  • Constantly collaborate with the IT Operations team to provide quality service and at the same time, with the other IT teams to prevent any untoward IT outages and incidents.
  • Monitor and analyze data and trends to identify potential opportunities, needs, issues, and problems that could impact business results.
  • Manage improvement projects to ensure successful completion and solutions meet customer needs and expectations.
  • Interface with external entities (vendors) to provide process improvement solutions as necessary.
  • Develop and manage a customer satisfaction process to measure, monitor and improve both user and client satisfaction.
  • Define and implement a service information framework and knowledge base to capture key information on assets, users, and systems required to manage and improve IT service delivery.
  • Lead the Technology M&A strategy


  • Possess Bachelor's degree in information technology, computer science, or business administration, or in other related fields
  • Proven ability and experience in executing strategic Customer Service management processes successfully.
  • Strong knowledge of IT Service Management processes, as well as experience in Customer Service.
  • Experience with ServiceNow will be an added advantage.
  • Excellent at performing multiple tasks at the same time.
  • Excellent communication and interpersonal skills.
  • Strong ability to carry out assigned tasks independently with little supervision.
  • Strong analytical skills, time-management skills, detail-oriented, and highly organized.
  • Skilled in negotiation and project management.
  • Excellent critical thinking skills.
  • Versatility and Flexibility.
  • Organizational abilities and strong ability to lead.
  • Ability to travel domestically and internationally.

About TaskUs:

We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long term success through innovation and technology-powered by ridiculously smart people.

TaskUs partners with the world's most innovative and disruptive brands to protect what matters most and to thrive in an ever changing world.

TaskUs currently has over 25,000 employees around the world with offices across the United States, the Philippines, India, Taiwan, Mexico, Greece, Ireland, and Colombia.

TaskUs is an equal opportunity employer.

To find out more visit

Keywords: TaskUs, New Braunfels , VP, IT Service Delivery (IT Operations), Other , New Braunfels, Texas

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