Head of Service Strategy

At DUAL North America, our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world.

The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.

DUAL North America, Inc. is seeking a

Division: Information Technology

Reports to: CIO

Travel: 10-15%

Work Environment: Hybrid/Remote

Salary Range: $180,000-$190,000 base

About the role:
DUAL North America is seeking the Head of Service Strategy to ensure our technology strategies, priorities and processes align with our business goals. The individual will be a strategic leader overseeing portfolio and project management, business analysis and business relationship management with an emphasis on process re-engineering.

Position Overview: The Head of Service Strategy will play a critical role in shaping and driving the strategic direction of our IT services. This senior role involves coordinating cross-functional initiatives, managing critical projects, and ensuring alignment between IT and broader business objectives. The leader will also oversee the Business Analysts team and drive process re-engineering efforts that will lead to the enablement of streamlined and scalable processes.

Essential Functions:

• Oversee and coordinate key IT projects and programs, ensuring they are delivered on time, within scope, and within budget.
• Conduct in-depth business analysis to understand current and future needs of the organization. Translate business requirements into IT service solutions that enhance efficiency, productivity, and overall business performance.
• Facilitate cross-departmental collaboration to ensure alignment and successful execution of IT initiatives.
• Collaborate with key stakeholders, including senior executives, business unit leaders, and external partners, to understand their needs and ensure IT services support business objectives.
• Develop and execute change management strategies to support IT projects and initiatives, ensuring smooth transitions and adoption across the organization.
• Oversee demand and capacity planning for IT resources, ensuring alignment between project demands and available capacity.

Job Requirements (education, experience, skills):

• Bachelor’s degree in Computer Science, Data Science, Engineering, or a related field; Master’s degree or MBA preferred.
• Minimum of 10 years of experience in IT service management and business analysis, with at least 5 years in a senior leadership role. Proven track record of developing and implementing IT service strategies in a complex environment.
• Extensive experience (10+ years) in strategic management, project management, and SAFe 6, with a proven track record in senior roles.
• Proven experience in managing Business Analysts, leading process re-engineering efforts, and driving organizational change management. Blackbelt in Lean Six Sigma.
• Demonstrated expertise in demand and capacity planning, with a solid understanding of resource allocation and optimization.
• Experience in enabling product roadmaps and working with product management teams to deliver strategic initiatives.
• Strong understanding of IT operations, strategy, and governance.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with senior executives and stakeholders.
• Strong analytical and strategic thinking abilities, with a focus on driving operational efficiency and achieving business objectives.
• Ability to manage multiple priorities and work in a fast-paced, dynamic environment.

What we offer:
A career that you define. Yes, we offer all the usual rewards and benefits - including medical, dental, vision, a wide variety of wellbeing offers, competitive salary, unlimited PTO, 401k with company match, paid volunteer days and more.

We provide an environment where new ideas are encouraged and celebrated, where people who want to have a real hand in our success thrive. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.

EEO Statement:
We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect. DUAL North America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. DUAL will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.