Director, Global Service Delivery

Grant Thornton - Oakbrook Terrace, Illinois
10/4/2017 2:17:32 PM

About Grant Thornton International Ltd
The umbrella entity for the Grant Thornton network of member firms is called Grant Thornton International Ltd (GTIL) and it sets the strategic direction of the global organisation. It helps member firms collaborate, share resources and achieve the goals set out in our new global strategy.

Grant Thornton is one of the world’s leading organisations of independent assurance, tax and advisory firms. In 2015 we launched our new five-year global strategy, ‘Growing Together 2020’ that focuses on growing our people and clients together. In a world that is constantly changing, we aim to be the most exciting place to work in our industry as we grow a culture focused on firms being at their best for clients. With more than 47,000 people in over 140+ countries, member firms focus on helping dynamic organisations unlock their potential for growth by providing meaningful, forward looking advice.

Grant Thornton is recognised globally as a leader in our chosen market and in 2015 we have won numerous global awards including 'Employer of the Year' by the International Accounting Bulletin – for a second year in a row, one of the 50 World's Most Attractive Global Employers by Universum, and 'Best leadership development programme' by the Managing Partners Forum. Four of our tax partners were named in International Tax Review's 'women in tax - leaders' and many member firms have secured awards too. GTIL is committed to helping member firms have the resources to support them in achieving their objectives.

GTIL has a clear ambition for growth coupled with a dedication to fully embrace and embed our core values of Collaboration, Leadership, Excellence, Agility, Respect and Responsibility into everything we do including recruitment.

Overall role purpose
Providing exceptional vision and leadership, the Director, Global Service Delivery leads the delivery of high quality audit and assurance technology support services for our global network of member firms located in 130+ countries. The role ensures that the operational state of GTIL's service capabilities for one of our key service lines in business strategic alignment, organizational readiness, ITIL processes, operational services, customer engagement, and technical infrastructure support continually evolve and mature. Reporting to the Director, Global IT Operations and Services, the global service delivery director works with global and member firm technology and audit/assurance leadership teams.

Main responsibilities

Program Management and Service Delivery
Drive service-level objectives, optimize operational activities and bring visibility into operations through analysis, trends and measurement in collaboration with vendors and service providers.
Partner and interface with key stakeholders in the development, implementation and delivery of technology service objectives with our service providers, ensuring agreed upon objectives are aligned to business strategy, planned, and delivered.
Apply operational oversight to processes and procedures, including any dependencies on vendors, service providers, various business contacts and/or internal stakeholders.
Drive accountability of vendors and service providers; monitor performance on SLAs through regular review.
Ensure operational service gaps are corrected in a timely manner and acceptable to the business.
Operations and Technology
Actively participate in the daily operational activities/provide day-to-day support, proactive maintenance, and perform independent and complex system troubleshooting.
Oversee the monitoring, maintenance, development, documentation and support of high quality, reliable IT systems and services.
Respond to and promptly resolve unplanned outages through mitigation efforts to ensure the highest levels of adherence to standards and service level agreements.
Coordinate and oversee root cause analysis efforts and recommend long-term solutions and risk reduction plans.
Communicate to key stakeholder’s important information about system maintenance, changes, events, and addresses concerns regarding any aspect of the services.
Oversee and audit technical documents, presentations, briefings, white papers and other deliverables as required.
Proactively anticipate, prevent and eliminate problems and risks by identifying and creating efficient fixes for any security risks, patches/vulnerabilities, etc.
Work cross-functionally and interact with internal and external peers and managers to exchange complex information related to areas of specialization.
Utilize expertise and technical knowledge to identify problematic areas and optimize existing environment to ensure uninterrupted service.
Participate in the development of the strategic technology plan, processes and solutions, recommending strategies and processes that support operational effectiveness.
Ensure standardized, mature change management and release management processes and automation deployment and maintenance procedures.


Required Skills and Experience:

10+ years of experience managing complex and diverse technology programs, operations, and teams, preferably in a financial, business to business or professional services environment
self-starter with the ability and confidence to develop and implement their own projects and workload
Proven experience managing globally distributed teams and resources where systems availability and quality are a priority.
Demonstrated track record of leading a team where customer experience was a priority.
Advanced interpersonal skills to engage with peers, customers and senior management to achieve excellent partnership and results.
Exceptional organizational and project management skills, including the ability to plan, schedule, and successfully carry out multiple projects at the same time to successful conclusion.
very good interpersonal skills and a good team player
good organisation and time management skills and an ability to manage multiple projects
previous experience of working within a global professional services environment and with international stakeholders
Bachelor’s degree in Computer Science or a related field


Grant Thornton LLP promotes a nationally recognized culture of health and offers an extensive array of benefits to meet individual lifestyles. For a complete list of benefits, please visit

Founded in Chicago in 1924, Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd., one of the world’s leading organizations of independent audit, tax and advisory firms. Grant Thornton has revenues in excess of $1.3 billion and operates 58 offices across the U.S., with more than 565 partners and 8,000+ employees.

Grant Thornton works with a broad range of publicly- and privately-held companies, government agencies, financial institutions, and civic and religious organizations. Core industries served include consumer and industrial products, financial services, not-for-profit, private equity, and technology. Grant Thornton focuses on serving dynamic organizations that pursue growth holistically — whether through revenue improvement, leadership, mission fulfillment or innovation.

It is Grant Thornton’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.

Requisition ID: 038608

Oakbrook Terrace, IL
Oakbrook Terrace, Illinois

It is the policy of the firm to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

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