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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director of IT Service Delivery - **Company:** Amplifi Loyalty Solutions, LLC - **Location:** Naperville, IL, United States - **Experience:** Experienced - **Salary:** $150,000.0 - $165,000.0 - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Applications Architecture, JIRA, Microsoft Azure, Cloud Computing, Data Validation, Extract Transform Load (ETL), Disaster Recovery, File Transfer, Monitoring of Systems, Information Technology Operations, PCI Data Security Standards, DataOps, Datadog, Data Logging, File Transfer Protocol (FTP), Information Technology, Splunk, New Relic (SaaS), Pagerduty, Servicenow - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f532d40522dce01a ## About the Role Do you have experience in Systems & applications support?, * 7+ years of progressive experience in IT Operations, Service Delivery, or Production Support roles. * 3+ years in a leadership role managing production environments, support teams, or service delivery functions. * Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical field. * Deep understanding of IT Service Management (ITSM), including incident, problem, and change management. * Experience supporting data operations, including ETL processes, file transfers (SFTP), and data validation. * Strong experience with monitoring and observability tools (e.g., Datadog, New Relic, Splunk, PagerDuty). * Familiarity with cloud-based environments (AWS or Azure) and modern application architectures. * Strong understanding of compliance frameworks, particularly PCI DSS. * Experience with Business Continuity and Disaster Recovery planning and execution. * Excellent communication skills with the ability to translate technical issues into business impact. Preferred Skills and Experience * ITIL certification (v4 Foundation or higher) preferred. * Experience in financial services, banking, or credit union environments is a plus. * Familiarity with ITSM platforms such as ServiceNow or Jira Service Management. * Experience driving operational transformation or service maturity initiatives, This role involves sitting or standing for extended periods, using computers, phones, and other office equipment. Visual acuity and manual dexterity are needed for reading documents and handling materials. Occasional lifting of items up to 20 lbs. and frequent phone communication is required. ## Description The Director of IT Service Delivery is a proven, high-impact leader, responsible for overseeing the stability, performance, and supportability of the production environment. This highly visible leadership role is accountable for the end-to-end health of the technology ecosystem, including service desk operations, production monitoring, ETL/data operations, and incident response. As the primary owner of the "Run" phase of the technology lifecycle, the Director ensures platforms are stable, performant, and fully supportable for both internal teams and external financial institution partners. The role provides direct oversight of uptime, service performance, and incident response, while leading a cross-functional operations team and collaborating closely with Engineering, Infrastructure, and Product teams to maintain high standards for reliability, observability, and operational excellence. Responsibilities * Lead and develop teams across Service Desk, Application Support, ETL/File Operations, and Production Monitoring, ensuring strong accountability and service excellence. * Own production health, including uptime, SLA adherence, incident trends, backlog health, and overall service performance. * Establish and enforce operational standards for production readiness, ensuring all systems are fully monitorable, documented, and supportable prior to deployment. * Design and govern monitoring and observability practices (APM, logging, alerting) to proactively detect and resolve issues before they impact clients. * Lead incident and problem management, driving rapid resolution of issues while ensuring root cause analysis and permanent fixes are implemented. * Own L2/L3 triage processes, including prioritization, escalation, and backlog management, while partnering with Engineering to drive systemic resolution of recurring issues. * Oversee ETL and file operations, ensuring data integrity, accuracy, and timely processing of mission-critical client data. * Serve as a key stakeholder in Change Advisory Board (CAB) processes, ensuring all changes meet operational and supportability standards. * Lead 24/7 on-call and escalation processes, ensuring rapid and effective response to production incidents. * Maintain operational documentation, runbooks, and procedures aligned with PCI compliance and audit requirements. * Drive Business Continuity (BCP) and Disaster Recovery (DR) planning and readiness across the organization. * Define and report on operational KPIs, providing clear visibility into system health and performance for executive leadership. * Foster a culture of ownership, accountability, and continuous improvement across all operational teams. * Coach and mentor team members to build technical depth, operational rigor, and strong service orientation., * Proven ability to lead and develop cross-functional teams across Service Desk, Application Support, ETL/File Operations, and Production Monitoring, fostering accountability, technical depth, and service excellence. * Direct accountability for production health, uptime, SLA adherence, incident management, and overall operational performance in complex IT environments. * Expertise in establishing and enforcing operational standards for production readiness, monitoring, observability, change management, and compliance with frameworks such as PCI DSS. * Skilled in leading incident response, root cause analysis, L2/L3 triage, and systemic issue resolution to maintain operational stability. * Experience managing ETL processes, file operations, and mission-critical data workflows with accuracy, integrity, and timely processing. * Competence in Business Continuity, Disaster Recovery, and operational KPIs, providing visibility into system health and readiness while driving continuous improvement. * Ability to partner with Engineering, Infrastructure, Product, and executive leadership, translating technical issues into business impact and fostering cross-team alignment. Work Arrangement * Based at ampliFI's Naperville, IL Corporate office, this hybrid role requires onsite reporting Tuesday-Thursday weekly. ## Related Videos - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Next Level Enterprise Architecture: Modular, Flexible, Scalable, Multichannel and AI-Ready?](https://www.wearedevelopers.com/videos/1017-next-level-enterprise-architecture-modular-flexible-scalable-multichannel-and-ai-ready) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [Empowering Retail Through Applied Machine Learning](https://www.wearedevelopers.com/videos/976-empowering-retail-through-applied-machine-learning) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)