IT Service Management Lead

Job Description

At DPR, roles and responsibilities are more than describing a job title—they are a commitment to building great things together. The job description(s) below defines core responsibilities and the scope of the role and is a starting point. Every employee is expected to lead from where they are, take ownership of outcomes, and always act in the best interest of the team, customer, project and organization.

As a purpose-driven organization on a journey to be most admired, we rely on trust, shared leadership, open communication, disciplined action and a deep respect for the individual to drive exceptional performance. Success is not just about what we build, but who we build and how we build it: with integrity, enjoyment, uniqueness and an ever-forward mindset.

• Job Summary:
• Leads enterprise service delivery strategy and operational governance across the service desk and field delivery functions. Establishes standards for incident management, escalations, and service performance; aligns delivery practices with enterprise technology strategy and business priorities.

• Key Responsibilities:
• Defines service delivery strategy, operational governance, and enterprise-level performance standards for service desk and field delivery to ensure alignment with business and technology objectives.
• Oversees performance management of managers and service desk leadership and drives continuous improvement and reporting cadence across service delivery functions.
• Ensures compliance with service management frameworks and enterprise policies and aligns operations to risk and regulatory obligations across the organization.
• Communicates service performance, risks, and improvement priorities to executive stakeholders to influence strategic direction.
• Oversees workforce planning, vendor/partner coordination related to delivery, and ensures operational resilience across service delivery channels.
• Owns service portfolio performance metrics and leads capability-building initiatives across the delivery organization to enhance scalability and effectiveness.
• Leads cross-functional governance forums, incident review boards, and succession/succession-planning activities to drive alignment and accountability.

• Education Qualifications:
• Bachelor’s degree in computer science or a related field, or equivalent experience required.

• Work Experience:
• 7–10 years of experience in IT service desk or technical operations required.
• 4–6 years of experience leading service delivery teams or functions required.

• Certifications and Licenses:
• Leadership or advanced ITSM certification preferred.

DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR, you'll have the chance to try new things, explore paths and shape your future. Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.

Explore our open opportunities at www.dpr.com/careers .