Senior IT Service Delivery

Cotality

Austin, Texas

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JOB DETAILS

SKILLS

Analysis Skills, Artificial Intelligence (AI), Automation, Best Practices, Coaching, Consulting, Cross-Functional, Data Analysis, Detail Oriented, Diversity, Ecosystems, High School Diploma, IT Service Management (ITSM), Incident Management, Information/Data Security (InfoSec), Interpersonal Skills, Knowledge Management, Knowledge Repositories, Leadership, Maintain Compliance, Mentoring, Performance Analysis, Performance Metrics, Policy Development, Policy Implementation, Problem Solving Skills, Product Lifecycle, Quality Management, Real Estate, Regulatory Compliance, Reporting Dashboards, Resource Utilization, Root Cause Analysis, Security Analysis, Service Delivery, Service Level Agreement (SLA), Spatial Data, Storytelling, Team Player, Technical Leadership, Technical Operations, Technical Strategy, Technical Support

LOCATION

Austin, Texas

POSTED

5 days ago

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

We are searching for a high-impact Senior IT Service Delivery Professional to serve as a strategic keystone between technology operations and business objectives. This highly visible role requires a
strong understanding of critical issues and the ability to translate them into relevant, actionable strategies.

Working across all levels of the organization, you will champion ITSM excellence and act as a consultant to ensure service delivery is consistent, efficient, and forward-looking. We are looking for a high-energy professional who can draw insights from data, influence geographically dispersed teams, and provide expert guidance on key ITSM processes for both small-scale needs and enterprise-wide initiatives.

Responsibilities

To be successful, the candidate must be adept at working with and through others across the organization. Acting as a subject matter expert, enablement coach, and advisor, this Senior Professional helps individuals and teams understand and leverage key areas of IT Service Management to drive operational excellence.

Responsibilities Include:

Strategic Service Coordination: Serve as a global/regional point of contact and subject matter expert for IT Service Delivery, specifically overseeing the Change, Incident, and Problem Management lifecycles. Collaborate with cross-functional teams and business leaders to drive transformative initiatives, manage complex escalations, and ensure consistent service excellence across the organization.

Operational Optimization: Lead initiatives to streamline workflows and eliminate process friction, maximizing resource utilization while maintaining rigorous quality and security standards. Continuously evaluate tools and processes to foster a culture of innovation and automation.

Resilience & Problem Management: Drive the Root Cause Analysis (RCA) process by facilitating deep-dive post-incident reviews (PIRs). Act as an ITSM Success Partner to communicate problem trends, risks, and remediation plans to senior technology leadership.

Data Intelligence & Storytelling: Establish KPIs and automated dashboards to track reliability and problem resolution. Perform complex data analysis across disparate sources to generate actionable insights and regular performance reporting (e.g., MTTR, SLA adherence).

Governance & Compliance: Develop and implement policies, standards, and procedures aligned with ITSM (Change, Incident, and Problem) best practices. Maintain knowledge management repositories (e.g., Confluence) and provide analytical support for information security and compliance audits.

Enablement & Culture: Mentor and coach managed services and collaborative teams to foster a high-performance, inclusive environment. Promote a culture of trust, transparency, and continuous learning that values diversity and encourages feedback.

Ideal Candidate:

Compelling Communicator: Excellent interpersonal and leadership skills, with the ability to motivate teams and deliver advanced executive-level presentations.
Strategic Problem Solver: Detail-oriented with strong analytical capabilities and the ability to manage multiple high-priority initiatives in a fast-paced environment.
ITSM Expert: Deep expertise in IT Service Management (Change, Incident, and Problem) best practices.
Innovation: A passion for embracing modern innovation, such as Automation and AI-driven capabilities.

Job Qualifications:

Education:

High School Diploma
BachelorBBTEC

About the Company

Cotality

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