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Director, IT Service Delivery



Posted on Tuesday, November 14, 2023

Onbe, a fast-growing FinTech, bringing innovation to a rapidly growing global marketplace, stands for “on behalf.” Because that’s exactly how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined — as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe!

Summary: As the Director of IT Service Delivery, you will act as a dedicated, expert problem-solver who provides strategic leadership and oversight of IT service management, continuous service improvement, and communication services across Onbe Technology operations adhering to standard ITSM subject areas, practices, and tools, to achieve consistent, effective, and efficient delivery of services across the Technology portfolio.


  • Develop and implement a roadmap for IT Service Management demonstrating JIRA/Confluence aligned with the organization's business objectives.
  • Collaborate with team members across IT and business departments to understand required opportunities for process improvements and translate them into effective JIRA/Confluence solutions.
  • Support the IT Service Delivery team with incident management, diagnosis, customer concern, tracking, root cause analysis, and resolution.
  • Taking ownership of IT critical incidents, coordinating with resolution parties, and establishing effective communication between collaborators for post-incident reviews.
  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management processes.
  • Create an environment that supports customer self-service and automation of routine service requests.
  • Document issues and the resolutions of the solution procedures.


  • Bachelor's Degree or work experience in a related field.
  • Minimum of 7+ years of experience in IT Service Management or related roles.
  • 4+ years of experience managing and mentoring a team of people.
  • Knowledge of JIRA, Confluence, and other tools used in the ITSM environment.
  • Knowledge and understanding of ITIL/ITSM process definition. ITIL 4 or similar certification is preferred.
  • Strong social skills to build customer relationships.
  • Strong leadership, communication, and teambuilding skills to empower and encourage team members.
  • DevOps' experience is preferred.

The base salary range for this position is budgeted between $147,780 to $178,500, with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits includes medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.

If the position is indicated as "remote" and the candidate is located within the continental United States, they have the flexibility to work from an office, in a hybrid manner, or be fully remote. Our primary workforce is situated within the Eastern and Central time zones, with established offices in suburban Philadelphia and suburban Chicago. Occasionally, some travel might be necessary. However, if a specific location is mentioned for the role, the employee will be required to work onsite at one of our designated offices.

At Onbe, a diverse group of people, ideas, and perspectives are key to achieving phenomenal things. For over 25 years, our focus has remained on building a culture of openness and ingenuity, where employees come together to innovate and build disbursement solutions that make the lives of our clients and their consumers and workforces easier and better. Our definition of success includes celebrating differences and affirming belonging. To that end, we ask employees to come to Onbe as they are and contribute their diverse perspectives, identities, and experiences.

We believe that the recruiting phase is only the very beginning of diversity and inclusion. At Onbe, we’re constantly evolving the way we celebrate diversity every day and in everything we do. With several internal committees that are dedicated to mental and physical wellness, diversity, inclusion, and community outreach, we are committed to making a culture that is inclusive to all.

Onbe is proud to be an equal opportunity employer. We seek out ways to create a mindful workforce that embraces diversity and celebrates a culture of inclusion. We do not discriminate against employees or job applicants on the basis of race, color, ancestry, national origin, sex (including pregnancy), gender identity, sexual orientation, marital or family status, religion, age, disability, genetic information or military service. Our equal opportunity policy applies to all decisions of employment including hiring, placement, promotion or advancement, termination, layoff, recall, transfer, compensation, training and leaves of absence